Return policy

Change of Mind Returns

The following clause applies to goods sold by www.pennyless.com.au only.

We cannot refund or exchange goods for change of mind or errors you made in your order. We may, at our sole discretion, allow a return for an exchange of a product on a case-by-case basis, provided that the item in question is:

  1. returned within 30 days of order;
  2. not used or worn (with original tags and/or packaging);
  3. in a resalable condition; and
  4. not damaged in any way.

We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.

If we allow a return in these circumstances, we will ask you to follow our returns process.

We may provide you with a product exchange or store credit only when we receive the returned product. You are responsible for payment of return postage on your order. Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. Remedies for defective goods are still available. Under no circumstances can we accept change of mind returns for digital access codes or downloadable software.


Problems with your goods – contacting us

If you have a problem with your goods, please contact us via the Help Centre. We will investigate your issues and advise you whether your product may be returned and, where required, provide you with instructions on how to return your goods.
For goods purchased from an independent Seller, you may contact the Seller directly through “Order History” *(link to order history) *, clicking on the Contact Seller button. We will otherwise assist you to contact the Seller if you contact us.
If your goods still have a valid manufacturer warranty, we recommend you first contact the manufacturer in relation to any fault or defect, however, you may still contact us.
Once an item is returned we will either inspect your goods and investigate any claimed defect or in some cases, send the goods to third parties for assessment and/or repair. Where applicable we provide a remedy in relation to your goods.
If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer’s instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.
Refunds will be issued using the payment method used for purchase. An exchange will be offered to the account used to purchase the goods.
Refunds must be made within 30 days of purchase.You may exchange or receive store credit for a product or good sold by www.pennyless.com.au within 6 months of purchase.
In the case of goods and/or services redeemable through a third party provider, the refusal of a refund or Store Credit does not prevent you from seeking a refund directly from the provider.

Defective Goods
All goods sold on www.pennyless.com.au (whether by us or an independent Seller) come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for 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.
Goods that you purchase from our site (including Seller goods) may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not given by www.pennyless.com.au, and rights you may have in relation to those warranties are separate to any warranty rights given to you by www.pennyless.com.au.
Some warranty documents provided by manufacturers of imported goods may not apply in Australia. You should contact the manufacturer identified on the warranty document to determine whether or not the warranty applies to the goods in Australia and, if so, how you should go about making a claim under such a warranty.

Dispute Resolution – third party Seller goods
If you wish to raise a dispute with us concerning goods you have purchased from a third party Seller, please contact our Help Centre.
You must first have attempt to resolve your dispute with the Seller prior to us opening a dispute case. Once a dispute case is opened, we will collect relevant information from both you and the Seller concerning your dispute to make a determination.
We attempt to resolve disputes as quickly as possible. We rely on you and the Seller promptly providing all the information we need to resolve a dispute.
We will make a determination on your dispute in accordance with our standard refunds and returns policies.

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