Returns & Exchanges

1. Return Eligibility

• Timeframe: Customers may return items within 30 days from the date of purchase.
• Condition: Items must be unused, in original packaging, and in the same condition as received.
• Proof of Purchase: A valid receipt or order confirmation is required for all returns.
• Free Return: Customers are eligible for one free return per order. Any additional returns will be at the customer's expense.
• Note: We do not accept returns from third parties, and returns are only applicable in the case where the purchase is made directly from our website

2. Non-Returnable Items

• Gift cards
• Outlet items (unless faulty)
• Items purchased as part of a promotion may be eligible for returns, subject to specific terms and conditions provided at the time of purchase.

3. How to Return an Item

1. Request a Return Authorisation by contacting our team at info@thecomfortco.com.au.
2. If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
3. Once approved, send the item(s) to:

1. Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is faulty or incorrect. However, the first return per order is free if eligible.
2. Packing Instructions: Items should be securely packaged to prevent damage in transit.
3. Required Paperwork: Customers must include a printed document with their return containing:
   • Their full name and email address
   • The original order number
   • The item being returned
   • The reason for the return
   • Whether they are requesting a refund or an exchange
   • If requesting an exchange, please specify the item you would like in exchange

1. Request a Return Authorisation by contacting our team at info@thecomfortco.com.au.
2. If eligible for a free return, you will receive a prepaid return label via email. If not eligible, you will need to arrange and cover the return shipping.
3. Once approved, send the item(s) to:

1. Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable unless the item is faulty or incorrect. However, the first return per order is free if eligible.
2. Packing Instructions: Items should be securely packaged to prevent damage in transit.

4. Faulty or Incorrect Items

5. Refund Process

• Processing Time: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 5-7 Business days.
• Refund Method: Approved refunds will be processed to the original payment method and can take up to 5 days to receive, depending on your bank.

6. Exchanges

• Eligibility: Exchanges are accepted for defective or incorrect items, or the need to change size.
• Process: Customers must first return the item to us for assessment. Once we receive and inspect the returned item, we will process the exchange and send out the replacement item. If the requested item is unavailable, a refund will be issued.
• Shipping Costs: If the exchange is due to an error on our part or a defective product, we will cover shipping costs. Otherwise, customers may be responsible for return shipping.
• Eligibility: Exchanges are accepted for defective or incorrect items, or the need to change size.
• Process: Contact info@thecomfortco.com.au to arrange an exchange. If the requested item is unavailable, a refund will be issued.

7. Returns & Exchanges for Sale/Promotional Items

• Sale or promotional items may have different return conditions. Please check the product description or contact us for clarification.

8. Returns & Exchanges Eligibility

• We only accept returns within Australia.
• Customers who purchased from our other markets, including the US, New Zealand, or Singapore, must return their items to those respective markets. Otherwise, all return shipping costs will be the customer's responsibility.
• Any applicable customs duties or taxes paid are non-refundable.
• Exchanges for international orders may not be available due to shipping costs.

9. Extended Holiday Return Policy

• Purchases made during major Australian holiday periods, including Christmas, Boxing Day, New Year's, and Black Friday Sales, can be returned until 60 Days after purchase.
• Specific return deadlines for these periods will be outlined at the time of purchase.
• Standard return conditions apply unless otherwise stated.

10. Contact Information

• Email: info@thecomfortco.com.au