Returns and Exchanges

RETURNS & EXCHANGES POLICY

Updated: 17 September 2022

 

 

SECTION 1: ONLINE STORE ORDER RETURNS

This section of the Returns and Exchanges Policy is applicable to products purchased via The Signet Bureau online store only and should be read in conjunction with our website Terms and Conditions of Use and Service policy.

 

FAULTY PRODUCT RETURNS

To return a product due to a fault with the product, which meets a Consumer Guarantee as provisioned for under Australian Consumer Law or otherwise as required by law, you are entitled to receive a refund however your items(s) must meet the following conditions:

 

  • Be returned within 10 calendar days of your delivery date;
  • Be in its original, unused, unaltered and unwashed condition;
  • Be returned with original tags and packaging;
  • Be returned without stains or marks; and
  • Footwear must be returned with the dust bag and original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box in order to prevent damage during shipping.

 

CHANGE OF MIND RETURNS


To return a purchase for ‘change of mind’ reasons, your item(s) must meet the following conditions:

 

  • The item to be returned must have been purchased at the full retail price advertised (Sale or Warehouse Clearance items do not qualify for change of mind returns);
  • Be returned within 10 calendar days of your delivery date;
  • Be in its original, unused, unaltered and unwashed condition;
  • Be returned with original tags and packaging;
  • Be returned without stains or marks; and
  • Footwear must be returned with the dust bag and original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box in order to prevent damage during shipping.

 

Please note that Sale and Warehouse Clearance products are not eligible for a return unless the product fails to:

  • Meet a Consumer Guarantee as provisioned for under the Australian Consumer Law or otherwise as required by law; or
  • If the product is faulty, you are entitled to a refund.

 

We reserve the right to reject returns which do not comply with this returns policy.

 

 

RETURNS PROCEDURE


If a product that you have purchased from us is in accord with the above return qualifications, please login to your The Signet Bureau account and go to the RETURNS page and follow the prompts and steps to generate and receive a Return Authorised email which a hard copy is to be included with the product to be returned together with a hard copy of your Confirmed Order email received when placing your order.


Returns must be received by The Signet Bureau within 10 calendar days of receiving your order.


Please note that items that are damaged by you or which have undergone general wear and tear are not considered to be faulty and are not eligible for repair, replacement or refund.

 

Please send your return item(s) to:


ONLINE SHOP RETURNS
The Signet Bureau
165 Gertrude Street,
FITZROY VICTORIA 3065
AUSTRALIA


Once your return is received at The Signet Bureau, the item(s) will be checked to ensure it/they comply with our returns policy. A return outcome will then be determined.

 

In the case that the return is unsuccessful, a Customer Care team member will contact you within 48 hours to advise this.


For more information regarding returns please contact The Signet Bureau Customer Care team any time via email support@thesignetbureau.com and your email shall be read and responded to during the days and business hours listed below.


The Customer Care team is available via telephone on +61 3 9415 7470 during the following days and business operating hours (Australian Eastern Standard Time):

 

  • Monday | 12.00pm - 5.00pm
  • Tuesday - Friday | 10:00am - 6.00pm
  • Saturday | 10:00am - 5.00pm
  • Sunday | 12.00pm - 4.00pm


REFUND PROCESSING


Refunds require up to 5-10 business days to be processed once the product to be refunded is received at our return address. Once a return has been successfully processed, the original payment method will be used to refund in full, the value of the item(s) returned.


Merchant fees and/or shipping costs associated with the original order will not be refunded for 'change of mind’ returns.


Following our processing of your refund, please allow up to 5-10 business days for the funds to appear back into your account.


EXCHANGES


The Signet Bureau online store does not accept exchanges at this time for items purchased online. If you would like a different size or style, please return the original product for a refund, and place a separate order for the new item.

 

 

SECTION 2: IN STORE PURCHASE RETURNS & EXCHANGES

 

This section of the Returns and Exchanges Policy is applicable to products purchased from The Signet Bureau physical store only and should be read in conjunction with our website Terms and Conditions of Use and Service policy as set out under the Support page.

 

FAULTY PRODUCT RETURNS

 

To return a product due to a fault with the product, which meets a Consumer Guarantee as provisioned for under Australian Consumer Law or otherwise as required by law, you are entitled to receive a repair, replacement, exchange or a refund and the following process and steps shall apply:

  • A repair will be made where possible; or
  • If a repair is unable to be satisfactorily made to the product, an equivalent replacement product shall be provided where available; or
  • An exchange for an alternative product will be offered and any difference in the cost shall be either refunded or held as a store credit for the customer if less than the original product purchase or the difference in cost charged to the customer if higher than the original product purchase; or
  • A refund in full will be made if the customer requests a refund where a repair or exchange cannot be facilitated or, alternatively, a store credit can also be offered.

 

CHANGE OF MIND RETURNS

 
To return a product purchase for ‘change of mind’ reasons, your item(s) must meet the following return conditions:

  • The item to be returned must have been purchased at the full retail price advertised (Sale or Warehouse Clearance items do not qualify for change of mind returns unless otherwise agreed to by The Signet Bureau);
  • Be returned within 10 days of your delivery date;
  • Be in its original, unused, unaltered and unwashed condition;
  • Be returned with original tags and packaging;
  • Be returned without stains or marks; and
  • Footwear must be returned with the dust bag and original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box in order to prevent damage during shipping.

 

As detailed above, please note that Sale and Warehouse Clearance products are not eligible for a return unless the product fails to:

  • Meet a Consumer Guarantee as provisioned for under the Australian Consumer Law or otherwise as required by law; or
  • If the product is faulty, you are entitled to a repair, replacement or refund. Contact our Customer Care team (see Contact Us page) directly to find out how to return the product to have it repaired, replaced or a refund processed.  The remedy you're entitled to will depend on whether there is a major or minor problem with the product.

 

We reserve the right to reject returns which do not comply with this returns policy.

 

RETURNS PROCEDURE

If a product that you have purchased from us is in accord with the above return qualifications, please contact The Signet Bureau via telephone, email or by attending our retail store at 165 Gertrude Street, Fitzroy, Victoria, 3065 to discuss the faulty product or change of mind return with our Customer Care team.

 
Returns must be received by The Signet Bureau within 10 calendar days of the original purchase date.

 
Please note that items that are damaged by you or which have undergone general wear and tear are not considered to be faulty and are not eligible for repair, replacement or refund.

Please send your return item(s) to:

 
RETURNS
The Signet Bureau
165 Gertrude Street,
FITZROY VICTORIA 3065
AUSTRALIA

 
Once your return is received at The Signet Bureau, the item(s) will be checked to ensure it/they comply with our returns policy. A return outcome will then be determined.

 

In the case that the return is unsuccessful, a Customer Care team member will contact you within 48 hours to advise this.

 
For more information regarding returns please contact The Signet Bureau Customer Care team any time via email support@thesignetbureau.com and your email shall be read and responded to during the days and business hours listed below.

 
The Customer Care team is available via telephone on +61 3 9415 7470 during the following days and business operating hours (Australian Eastern Standard Time):

 

  • Monday | 12.00pm - 5.00pm
  • Tuesday - Friday | 10:00am - 6.00pm
  • Saturday | 10:00am - 5.00pm
  • Sunday | 12.00pm - 4.00pm

 

FAULTY PRODUCT REFUND PROCESSING

 
Refunds may require up to 5 business days to be processed once the product to be refunded is received at our return address. Once a return has been successfully processed, the original payment method will be used to refund in full, the value of the item(s) returned.

 

CHANGE OF MIND EXCHANGES AND IN STORE CREDITS

Where we authorise an in store change of mind product purchase return, The Signet Bureau will agree to either:

  • Issue a store credit for the amount of the product purchase less any disbursement costs incurred by The Signet Bureau such as merchant fees and/or freight charges associated with the original purchase and the nett store credit amount will remain valid for a period of 6 (six) months from the date of the return.  Failure by the customer to redeem the store credit within the nominated time frame shall mean the customer agrees to forfeit the store credit unless otherwise agreed to by The Signet Bureau;

    or
  • An exchange of the product for another equivalent product; or where an alternative product is selected by the customer, the following shall apply:
    • If the cost of the alternative product is less than the original product, the balance of the store credit will be retained by The Signet Bureau and applied to your next product purchase if the credit is used within the original 6 (six) month return timeline;

      or
    • If the cost of the alternative product is higher than the original product purchase, the difference between the original and exchanged product will be charged to you and such amount is payable prior to the alternative product being released.

 

Merchant fees and/or shipping costs, incurred by The Signet Bureau, associated with your original product purchase may be deducted and will not form part of an in store credit for change of mind returns.