Refund policy
Last updated: August 24, 2026
Return & Refunds
At Ava & Ashton Melbourne , we want you to love what you ordered. If something isn't right, we're here to make it easy.
Your Rights
Under the Australian Consumer Law Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply automatically and are in addition to the change of mind policy below. Nothing in this policy limits them.
Return Window
For change of mind returns, you have 30 days from the date your order was delivered to begin your return. Simply contact us before sending anything back. This window is a courtesy we offer and does not apply to faulty items, which are covered below.
Eligibility
To be eligible for a change of mind return, your item must be:
- Unworn and unwashed
- In original condition with all tags attached
- Not showing signs of use, damage, or alteration Items not meeting these criteria will not be accepted for a change of mind return. This does not affect your rights if an item is faulty or not as described.
How to Start a Return
Email us at info@avaashton-melbourne.com with your order number and reason for return. We'll get back to you within 24 hours with instructions on where to send your item.
Return Shipping
For change of mind returns, return shipping is the responsibility of the customer. It is recommended to use a tracked service, as we cannot be held responsible for lost items. For faulty, damaged, or incorrect items, we cover the cost of return shipping.
Faulty, Damaged, or Incorrect Items If your item arrives damaged or faulty, is not what you ordered, or does not match its description, email us at info@avaashton-melbourne.com with your order number and photos of the issue. There is no fixed time limit on these claims. If the problem is a major failure, you can choose between a refund and a replacement. If it is a minor problem, we will repair or replace the item, or refund you, within a reasonable time and at no cost to you. We also refund any delivery fee you originally paid, and we never charge restocking fees.
Exchanges
We offer exchanges for a different size or style. To request an exchange, email us at info@avaashton-melbourne.com with your order number and the item you would like to exchange for. Items must be unworn, unwashed, and in original condition with all tags attached. For change of mind exchanges, return shipping is the responsibility of the customer.
Refunds
After receiving your return, we'll issue your refund within 7 business days. Refunds will be credited back to your original payment method. Allow some extra time for your bank or payment method to update.
Questions?
We're always happy to assist you. Feel free to contact us at info@avaashton-melbourne.com and we'll get back to you as soon as possible.
Business Information:
Company Name: SVV Ecommerce
Company Address: Voorweg 79B, 2391 AD, Hazerswoude-Dorp, The Netherlands Company Number: 88452174
Contact Information:
Email: info@avaashton-melbourne.com
Phone: +61 34 0537 728
Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (AEST)
Saturday – Sunday: 9:00 AM – 4:00 PM (AEST)
Response Time: We aim to respond to all emails within 24 hours