Refund Policy

Last updated: 2 August 2026

At Cassia Milano, we want you to shop with complete confidence. We take great care in the products we offer, but we understand that sometimes an item may not be the right fit. This policy explains how returns and refunds work, what's eligible, and how to get in touch. If anything isn't right, our team is here to help.

This policy applies to all purchases made on cassiamilano.com and should be read together with our Shipping Policy and Terms of Service.

1. Overview

  • You have 30 days from the date of delivery to request a return for an eligible item.
  • Refunds are issued to your original payment method.
  • Returns are accepted for both defective and non-defective items.
  • Returns are made by mail.
  • Return shipping is the customer's responsibility, except where the return is due to our error (see Section 5).
  • There are no restocking fees.
  • We do not offer exchanges — please see Section 4 if you'd like a different size, colour, or item.

2. Eligibility Requirements

To be eligible for a return, your item must be:

  • Unworn, unwashed, and unused
  • In new condition with all original tags attached
  • In its original packaging where possible
  • Accompanied by proof of purchase (your order number or receipt)

Items returned in a condition that does not meet these requirements — for example, items that have been worn, washed, altered, damaged after delivery, or returned without tags — may not be accepted, and may be returned to you or refused. We inspect all returned items before approving a refund.

3. Return Window

You have 30 days from the date of delivery to initiate a return. Return requests made after this window has closed may not be accepted, except where required under the Australian Consumer Law (see Section 9).

We recommend contacting us as early as possible so we can confirm eligibility and guide you through the process.

4. Exchanges

We do not offer direct exchanges. If you'd like a different size, colour, or item, please return your original order for a refund in line with this policy and place a new order for the item you'd prefer. This ensures the fastest possible turnaround and keeps availability accurate for all customers.

5. How to Start a Return

  1. Contact us at support@cassiamilano.com with your order number and the item(s) you'd like to return, along with a brief reason for the return.
  2. We'll confirm eligibility and provide you with our returns address and any instructions.
  3. Pack the item securely in its original packaging where possible, and post it back to us by mail at your own cost.
  4. Once received and inspected, we'll notify you by email and process your refund within 5 business days to your original payment method.

Please note:

  • Return shipping is the customer's responsibility unless the return is due to our error (see Section 6).
  • We strongly recommend using a tracked and insured shipping service. We cannot issue a refund for items lost or damaged in transit back to us, as we have no way to verify their return.
  • Please do not send items back without contacting us first, as we can only process returns sent to the correct returns address.

6. Wrong, Faulty, or Damaged Items — 30-Day Guarantee

If you receive an item that is incorrect, faulty, or damaged, we will make it right at no cost to you. This covers situations where:

  • The wrong item, size, or colour was sent
  • The item arrived damaged or with a manufacturing fault
  • The item is missing parts or components described at the time of purchase

What we'll do:

  • We'll cover the cost of return shipping — we'll email you a prepaid return label or reimburse reasonable postage.
  • You'll receive a full refund to your original payment method once the item is received and inspected.

To claim under this guarantee, contact us within 30 days of delivery at support@cassiamilano.com with:

  • Your order number
  • Photos of the item (and the packaging, if it was damaged in transit)
  • A brief description of the issue

We aim to resolve all faulty or incorrect-item claims as quickly as possible.

7. Refunds

Once your return is received and inspected, we'll notify you by email to let you know whether your refund has been approved.

  • If approved, your refund will be issued to your original payment method within 5 business days.
  • Refunds cover the price of the returned item(s). Original shipping charges are non-refundable except where the return is due to our error or as required under the Australian Consumer Law.
  • Please note that your bank or card provider may take additional time to process and post the refund to your account after we've issued it.

8. Non-Returnable Items

For hygiene, safety, and other reasons, the following items cannot be returned unless they are faulty or damaged:

  • Items marked as Final Sale
  • Gift cards

If you're unsure whether your item is eligible, please contact us before purchasing or before initiating a return.

9. Late or Missing Refunds

If you haven't received your refund within the timeframe above:

  1. Check your bank account again.
  2. Contact your card provider — it may take some time before your refund is officially posted, and processing times vary between providers.
  3. If you've done both and still haven't received your refund, please contact us at support@cassiamilano.com and we'll investigate.

10. Your Rights Under the Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This means that regardless of the timeframes and conditions above, you retain your statutory rights in relation to goods that are faulty, not fit for purpose, or not as described.

11. Contact Us

Questions about a return or refund? Our support team is here to help.

We'll always do our best to resolve any issue quickly and fairly.

This policy applies to purchases made on cassiamilano.com and forms part of our Terms of Service. It does not affect your statutory rights under the Australian Consumer Law, including your rights regarding goods that are faulty, not fit for purpose, or not as described.