Return & Refund Policy

 

Refund & Return Policy

Clear, fair, and compliant with Australian Consumer Law.


My Believer Shop (Urban Clothing Pty Ltd) stands behind every NAVBHH® product. This policy explains when and how you can return items for a refund, replacement, or repair.
1. Eligibility for Refund

To be eligible for a refund, you must meet all of the following conditions:

  • You must notify us within 30 days of receiving your order (“change of mind”).
  • The item must be unused, unopened, and in its original packaging with all tags attached.
  • For hygiene and safety reasons, the following items cannot be returned if the protective seal is broken or the product has been used:
    • Cosmetics, hairbrushes, personal care items, and any product that contacts the skin or hair (unless faulty).
    • Products marked as “Final Sale” or “Non‑returnable” on the product page.
  • Proof of purchase (order number or receipt) is required.

For faulty or damaged products, the 30‑day limit does not apply – you are covered under Australian Consumer Law (see Section 7).

2. Change of Mind Returns

If you simply change your mind:

  • You are responsible for the return shipping cost (unless we offer a free return label for your specific order).
  • The original shipping fee paid at checkout is non‑refundable.
  • A restocking fee may apply (up to 15%) for change‑of‑mind returns that require repackaging or quality inspection.
  • Refund will be issued to the original payment method after we receive and inspect the returned item.
3. Faulty / Damaged / Incorrect Items

If your item arrives damaged, is faulty, or does not match the description:

  • Contact us within 7 days of delivery at support@mybelievershop.com with clear photos/videos showing the issue.
  • We will arrange a replacement or full refund including original shipping costs.
  • We will also provide a prepaid return shipping label where possible (for Australian returns).
  • If the fault is major (cannot be fixed or makes the product unsafe), you may choose a refund, replacement, or compensation for drop in value.
4. Return Process – Step by Step
  1. Email support@mybelievershop.com with your order number, the item(s) you wish to return, and the reason.
  2. Wait for our Return Authorisation (RA) number and instructions. Returns without an RA number may be delayed or rejected.
  3. Pack the item securely in its original packaging (if possible). Include a printed copy of the RA confirmation.
  4. Ship the parcel to our official returns address (see below). We strongly recommend using a trackable service – we are not responsible for lost return parcels.
  5. Once received, we will inspect the item within 3‑5 business days and notify you of the approval or rejection.

Total refund processing time (from our receipt to your bank): up to 10 business days.

5. Refund Timing & Method

Approved refunds will be issued via the original payment method:

  • Credit / Debit card: 5‑10 business days (depending on your bank).
  • PayPal / Afterpay / other digital wallets: usually 3‑7 business days.
  • Store credit (if you prefer): available on request, processed within 24 hours.

If you haven’t received a refund after 10 business days from our approval email, please check with your bank first, then contact us.

6. Exchanges (Size / Colour / Different Product)

We do not offer direct exchanges for change of mind. If you need a different size or colour:

  • Return the original item for a refund (see Sec.2 – change of mind).
  • Place a new order for the desired item separately.

For faulty items, we will replace with the same product at no cost to you.

7. Your Statutory Rights – Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Competition and Consumer Act 2010 (Australian Consumer Law). You are entitled to:

  • A replacement or refund for a major failure (e.g., the product is unsafe, significantly different from description, or does not do what it is supposed to do).
  • Compensation for any other reasonably foreseeable loss or damage.
  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

These rights apply regardless of our 30‑day change‑of‑mind window. If you believe your product has a major fault, contact us immediately.

8. Return Shipping Address

Send all returns (after obtaining an RA number) to:

My Believer Shop – Returns Dept.
c/o Urban Clothing Pty Ltd
66 Windemere Rd
Alexandra Hills QLD 4161
Australia

We strongly recommend using a trackable shipping service (e.g., Australia Post with tracking). We are not liable for return parcels lost in transit.

9. Late or Missing Refunds

If you have not received your refund after 10 business days from approval:

  1. Check your bank or credit card account again – some banks take longer to post credits.
  2. Contact your bank or card issuer – there is often a processing delay on their end.
  3. If you have done both and still no refund, email support@mybelievershop.com with your RA number and we will investigate with our payment processor.
10. Chargebacks & Payment Disputes

Before initiating a chargeback with your bank or PayPal, please contact us directly. Most issues can be resolved quickly (refund, replacement, or partial compensation). Unnecessary chargebacks delay the process and may result in additional investigation fees.

11. Our Fairness Commitment

We are a small Australian family-owned business (Urban Clothing Pty Ltd, ABN 78 671 782 111). We treat every customer with respect and handle returns honestly. If you ever feel your case was unfairly rejected, escalate to our owner directly at support@mybelievershop.com (monitored weekly).

We also keep a record of all returns to identify any recurring quality issues with our NAVBHH® products – your feedback helps us improve.

12. Frequently Asked Questions – Refunds & Returns
❓ Can I return a product after 30 days?
For change of mind, no – unless we grant an exception. For faults or ACL issues, yes, even after 30 days.
❓ Do I need the original packaging?
Yes, for change of mind returns. For faulty items, original packaging is preferred but not essential.
❓ Will you refund the original shipping cost?
Only if the return is due to our error (wrong item sent) or a major fault.
❓ What if my NAVBHH hairbrush arrives with broken bristles?
That's a fault – contact us with a photo. You will receive a replacement or refund without paying return shipping.
❓ Can I return consumables (e.g., creams, oils)?
No, unless unopened and still factory sealed. Once opened, they cannot be resold for hygiene reasons.
❓ How do I get a return label?
Only provided for faulty/damaged items. Email us and we will email a prepaid Australia Post label (Australian returns only).
❓ How long until I see the refund on my statement?
Our part takes 5 business days; your bank may take another 3‑5 days. Total up to 10 business days.
❓ Do you offer exchanges for a different NAVBHH product?
Not automatically. Use the return + new purchase method.
❓ What if my return parcel is lost?
Without tracking, we cannot verify receipt. Always use a trackable service.
❓ Can I return a gift?
Yes, but the refund will go to the original purchaser unless special arrangements are made.
❓ Do you accept returns for international orders?
Yes, but return shipping costs are the customer's responsibility unless the item is faulty. Please email us for instructions.
❓ What about change-of-mind on discounted items?
If the discount was a general sale (not “Final Sale”), returns are allowed but you receive the discounted price paid, not the full RRP.
❓ Can I return a product without contacting you first?
No – returns without an RA number will be refused or sent back to you at your expense.
❓ Do you offer price adjustments if an item goes on sale after I buy?
No, we do not retroactively apply discounts.
❓ What if I received a free gift with my order and return the main item?
The free gift must also be returned, or its value may be deducted from the refund.
Returns Address (after RA)
66 Windemere Rd, Alexandra Hills QLD 4161, Australia
Urban Clothing Pty Ltd – ABN 78 671 782 111 | NAVBHH® TM #2439901
Request Return
My Believer Shop – Australian owned, NAVBHH® registered brand.
This policy was last updated on 1 May 2026 and applies to all purchases made from that date.