Refund policy

We understand that sometimes things do not work out perfectly. If you change your mind or select the incorrect size, you may be eligible for an exchange or store credit, provided the item meets our return conditions.

As a small independent business, we understand that our returns policy may not be ideal for everyone. At this stage, we are unable to offer refunds for change of mind, incorrect sizing or preference. We hope to offer greater flexibility as we continue to grow and truly appreciate your understanding and support.

Refunds are only available where an item is confirmed to be faulty, defective, damaged, incorrectly supplied, or where otherwise required under Australian Consumer Law.

This does not affect any rights or remedies you may have under Australian Consumer Law.

Return Approval Required

All returns must be approved before being sent back.

To request a return, please email contactus@setaye.com with your full name, order number, reason for the return, and any relevant photographs where applicable.

Please allow 2–4 business days for our team to respond before sending your return.

Returns sent without prior approval may not be accepted or processed.

Change of Mind or Incorrect Sizing

If you have changed your mind or selected the incorrect size, you may be eligible for an exchange or store credit only.

To be eligible:

  • Return approval must be requested within 14 days of receiving your order.

  • The item must be physically returned within 21 days of delivery once approved.

  • The item must be unworn, unused, unwashed and in original condition.

  • All original tags must remain attached.

  • The item must not have makeup, tan, perfume, deodorant, marks, odours, damage or signs of wear.

Returns that do not meet these conditions may be declined.

If approved, you may choose either an exchange for another available size or style, or store credit.

All store credits issued by Setaye have no expiry date.

Original shipping charges are non-refundable for change-of-mind or sizing returns, and the customer is responsible for return shipping and any applicable shipping costs for the replacement item.

Faulty or Defective Items

If your item arrives faulty, defective, damaged or incorrect, please contact contactus@setaye.com as soon as possible and include:

  • Your full name

  • Your order number

  • A description of the issue

  • Clear photographs showing the item and the issue

All claims are assessed before a remedy is provided. Setaye may request that the item be returned for inspection.

Where an item is confirmed to have a genuine fault or defect, you may be entitled to a refund, replacement, exchange, store credit or other remedy, depending on the nature of the issue and your rights under Australian Consumer Law.

Refunds are not offered simply because you have changed your mind or selected the wrong size. Refunds are reserved for genuine faults, defects, incorrect supply, or where otherwise required by law.

The following are not generally considered manufacturing faults:

  • Loose or extended threads that can be safely trimmed without affecting the garment

  • Normal internal stitching or overlocking

  • Minor variations arising from the manufacturing process

  • Damage caused while trying on or wearing the garment

  • Tears, snags or pulls caused by jewellery, fingernails, rough surfaces or improper handling

This does not limit your rights under Australian Consumer Law.

Delicate Fabrics and Garment Care

Many of our garments are crafted from delicate fabrics and should be handled carefully when being tried on or worn.

Please take extra care around jewellery, watches, long nails, rough surfaces, zips and accessories, as these may snag, pull or tear delicate fabrics.

Setaye is not responsible for damage caused after delivery by customer handling, wear, improper care or damage occurring while the garment is being tried on. This includes tears, snags, pulls and holes caused by jewellery, fingernails, rough surfaces or improper handling.

Garments damaged by the customer are not considered faulty and are not eligible for a refund.

Depending on the condition of the item, they may also be ineligible for an exchange or store credit.

We recommend following the care instructions supplied with each garment to maintain its quality and longevity.

Store Credit and Exchanges

For eligible change-of-mind or incorrect-sizing returns, customers may choose an exchange or store credit.

For confirmed faulty or defective items, an exchange, store credit, refund or other remedy may be provided where appropriate and in accordance with Australian Consumer Law.

All store credits issued by Setaye have no expiry date.

Exchanges are subject to availability. An exchange item cannot be reserved until the original item has been received and approved by our team.

Australian Change-of-Mind Exchanges

For change-of-mind or sizing exchanges within Australia, the customer is responsible for the cost of returning the item and the cost of shipping the replacement item.

Australian Faulty Items

Where an item is confirmed to be faulty or defective, Setaye will cover reasonable return shipping costs and the cost of sending a replacement where required in accordance with Australian Consumer Law.

Submitting a Return

Before sending a return, please email contactus@setaye.com with your full name, order number and reason for return.

If you are reporting a fault, please also include clear photographs showing the issue.

Once approved, we will provide the relevant return instructions.

Returns received without prior approval may be declined.

Please use a tracked postal or courier service and retain your lodgement receipt and tracking information. Setaye is not responsible for a return until it has been received at our return address.

Return Shipping Costs

For change-of-mind or sizing returns:

  • The customer is responsible for return shipping.

  • The customer is responsible for any applicable replacement shipping costs.

  • Original shipping charges are non-refundable.

For confirmed faulty or defective returns:

  • Setaye will cover reasonable return shipping costs where required under Australian Consumer Law.

  • Setaye will cover the cost of sending a replacement where applicable.

Sale and Promotional Items

Sale items and items purchased using sitewide promotions, discount codes or promotional offers may be eligible for store credit or exchange only, provided they meet our standard return conditions.

Refunds are not available for sale or promotional items due to change of mind or incorrect sizing.

This does not exclude any rights or remedies available for faulty, damaged or incorrectly supplied items under Australian Consumer Law.

International Returns and Exchanges

International customers may request an exchange or store credit for eligible change-of-mind or incorrect-sizing returns.

The customer is responsible for all return shipping costs, replacement shipping costs, duties, taxes, import charges and brokerage fees associated with non-faulty returns.

Refunds are not available for international change-of-mind or sizing returns.

If an international order arrives faulty, damaged or incorrect, please contact us before returning it.

Where a genuine fault is confirmed, Setaye will provide an appropriate remedy and handle reasonable return shipping costs where required by Australian Consumer Law.

Refused, Unclaimed and Returned Parcels

If a parcel is returned to Setaye because of circumstances within the customer's control, including:

  • An incorrect or incomplete shipping address

  • Failure to collect the parcel

  • Refusal of delivery

  • Any other customer-caused delivery issue

the customer will be responsible for any costs associated with returning or reshipping the order.

Original shipping costs are non-refundable.

Once the parcel has been safely returned to Setaye, any eligibility for exchange or store credit will be assessed in accordance with this Returns Policy.

Order Cancellations

Once an order has been placed, it is considered final.

We are unable to cancel or refund an order because of change of mind.

If you no longer wish to keep the item once it arrives, you may request an exchange or store credit in accordance with our return conditions.

Please ensure that all items, sizes and shipping details are correct before completing your purchase.

Nothing in this section excludes any rights available under Australian Consumer Law.

Pre-orders

Pre-order purchases cannot be cancelled or refunded because of change of mind while awaiting stock arrival.

Once received, eligible pre-order items may be returned for an exchange or store credit in accordance with our standard return conditions.

Refunds are only provided for faulty, defective, damaged or incorrectly supplied items, or where otherwise required under Australian Consumer Law.

Estimated dispatch dates are provided as a guide only and may be affected by production, freight, customs or other delays. Any rights relating to significant delays, non-delivery, faulty products or other issues remain subject to Australian Consumer Law.