Refund policy

Returns & Refunds

Candy & Frank Pty Ltd (ABN 64 668 297 578) honours all rights granted to you under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you are entitled to under the ACL or any other applicable law.

Your statutory rights

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.

Change of mind returns

If you have changed your mind, we accept returns within 7 days of delivery, provided the item is:

  • Unused, unworn and unwashed
  • In its original packaging with all tags attached
  • Accompanied by proof of purchase (order number or receipt)

For change of mind returns, the customer is responsible for the return shipping cost. The original shipping fee is non refundable. Please contact us at wcandy@candyandfrank.com within the 7 day window to initiate a return; returns requested after 7 days cannot be accepted for change of mind reasons.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival, or not what you ordered, please contact us at wcandy@candyandfrank.com within 7 days of delivery with photos. We will arrange a replacement, repair or full refund (including return shipping) in line with your rights under the ACL. Note: your statutory rights under the Australian Consumer Law for faulty or defective goods apply beyond this 7 day reporting window where the fault could not reasonably have been detected at delivery.

How to start a return

  1. Email wcandy@candyandfrank.com with your order number and the reason for the return.
  2. We will reply with a return address and any required forms within 1 business day.
  3. Once we receive and inspect the item, we will notify you of the outcome within 3 business days.
  4. Approved refunds are processed to your original payment method within 5 to 10 business days.

Items we cannot accept for change of mind return

  • Items marked as final sale or clearance
  • Items that have been worn, washed, altered or damaged after delivery
  • Gift cards

This policy does not affect your rights under the Australian Consumer Law.