THE CLOSET — RETURNS POLICY

Updated 28 May 2026

At The Closet, we specialise in curated pre-owned luxury and designer fashion. Each item is carefully inspected, authenticated, and described to the highest standard before being offered for sale.

Because our items are pre-owned, natural signs of wear may be present. We aim to present every item as accurately and transparently as possible.

1. Your Rights Under Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a remedy if an item:

  • is not of acceptable quality
  • is not as described
  • is not fit for its intended purpose

Where a major failure occurs, you are entitled to:

  • a refund or replacement, and
  • compensation for any reasonably foreseeable loss or damage

Where a failure is minor, we may choose to:

  • repair the item (where applicable), or
  • provide a replacement or refund

2. Eligible items

To return eligible items, you must request a return within 14 days of online purchase or original shipment date and return the item(s) within 30 days of in-store pick-up or original shipment date. Items received after 30 days of purchase or shipment date, or with The Closet swing tag missing or removed, are not eligible for return. 

3. Condition & Nature of Pre-Owned Items

All items sold by The Closet are second-hand unless otherwise stated.

While we take reasonable care in describing items:

  • colours may vary due to screen settings
  • measurements may vary slightly
  • minor wear consistent with prior use may be present

These characteristics do not constitute a fault under the ACL.

4. Fit, Sizing & Expectations

We cannot guarantee fit. We encourage customers to review measurements carefully prior to purchase and to contact us for more specific measurements prior to purchase. Regardless, we will accept returns for items that do not fit.

5. Returns for Items Not as Described or Faulty

If your item is materially not as described, faulty, or does not meet ACL guarantees:

  • The item must be returned in:
    • the same condition as received
    • with The Closet tags attached
    • with original tags where applicable

If confirmed, we will provide:

  • a refund, replacement (if available), or other remedy required under the ACL
  • return shipping at our cost where required by law

6. Change-of-Mind Returns (Including Fit)

We may, at our discretion, offer change-of-mind returns.

Where offered, the following conditions apply:

  • returned to and received by The Closet within 30 calendar days of purchase
  • item returned in original condition with tags attached
  • item must not be worn, altered or damaged

Return shipping is the customer’s responsibility unless required otherwise under the ACL.

Important:
Change-of-mind returns are a voluntary benefit provided by The Closet and are not required under the ACL.

7. Exclusions (Permitted Under ACL)

The following are not eligible for change-of-mind returns:

  • Archive Sale items (final sale, unless ACL applies)
  • postage prepaid thrift bags
  • items returned without tags or in altered condition

Nothing in this section excludes your rights under the ACL.

8. Shipping & Risk

  • Risk transfers to you upon delivery
  • If an item is lost in transit due to our error, we will provide a refund or replacement
  • Where you arrange return shipping, risk remains with you until received by us

9. Authentication Statement

Where we state an item is authentic, this reflects our professional opinion based on industry-standard processes and available information. In instances where an item is purchased from The Closet with an authentication certificate or ruling either from the original supplier or an independent third party qualified as an authentication service provider, it does not qualify for a return on the basis of perceived inauthenticity.

Authentication is not a guarantee, however:

All goods are still covered by the guarantees under the Australian Consumer Law.

10. Refunds

  • Refunds are issued to the original payment method
  • Store credit purchases are refunded as store credit
  • Promotions, discounts, and shipping fees are non-refundable, except where required under the ACL
  • Refunds are processed within 7 days of receiving and approving the return

You will not receive more than the amount actually paid for the item.

11. Returns Process

To lodge a return:

  1. Log into your account via The Closet website
  2. Navigate to the Resolution Centre
  3. Select “Open a New Dispute”
  4. Follow the steps and submit your return request

Once approved:

  • You will receive a return label via Australia Post (where applicable)
  • Follow all return instructions provided

Important:

  • Include your name and order number in the parcel
  • Ensure your return is received within the 30-day timeframe

If you anticipate delays, contact us prior to the deadline at:
customercare@thecloset.com.au

12. Final Note

This policy operates alongside your rights under the Australian Consumer Law and applicable Queensland legislation.

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under law.