Returns & Exchanges
We want you to be totally satisfied with your purchase from us. If you’re not happy with something you have bought from us you can find our Returns & Exchanges Policy below.
If you don’t know what you should do or how to go about it give us a call on 1800 640 811 and one of our Customer Service crew will help you get the fastest fix possible.
All returns for exchange are only valid for 100 calendar days from the time you receive the original order of goods.
Online shoppers can exchange goods purchased online at any one of our retail stores nation wide or alternatively via the online store.
Here’s how it works:
- Print the Return Request Form and fill it out completely (download the form here).
- Ensure that the product has not been worn or damaged.
- Ensure the original tags are attached to the product and you have your Shipping Confirmation / Tax Invoice Email, as proof of purchase.
- Rock on up to any store with all of the above including your product.
Just see one of our helpful counter staff with your product and paperwork, have them validate your exchange, then you’re free to choose any product in exchange for the one you are returning. It’s that simple!
If the price of the product chosen is in excess of the original item, then the customer will be responsible for the difference at the time of exchange.
If the price of the product is less than the original purchase amount, then City Beach will provide you with a City Beach Gift Card to the value of the difference. You will then have 365 days to redeem your Gift Card!
An online exchange couldn’t be easier. Here’s how it works.
- Call our customer service team on 1800 640 811 and let them know you want to exchange a product.
- Tell them exactly what you wish to purchase and we will process a sale for your new product on the spot and get it to you in 7-10 business days!
Then, at a time that suits you, return the original item, as per the return policy stated below. Once we receive your item and your exchange is validated, we will then credit your bank account with the original purchase price.
Citybeach.com.au is not able to do an exchange or refund on earrings, pierced jewellery, underwear (due to hygiene reasons), regular jewellery or sale product on a change of mind basis. Swimwear can be returned on a change of mind basis only if it is unworn, and in its original condition with all tags and protection stickers attached. Please note that all swimwear that is sold in a set must be returned in a set.
Refunds & Exchanges will be given on jewellery, underwear & sale product where product is deemed to be faulty by the manufacturer, does not do what it was intended to do or is significantly different from the sample or description.
Exchanges (full price items) -100 days from date of purchase
Exchanges (sale items) -100 days from date of purchase
Refunds (full price items only) - 100 days from date of purchase
Refunds (sale items, Jewellery, underwear) 100 days from date of purchase where Item is deemed faulty by manufacturer.
Refunds fall into two categories:
- Where you change your mind about your purchase
- Where the product purchased arrives broken, damaged or does not meet a realistic expected quality
When you change your mind about your purchase
City Beach is offering an exclusive, hassle free “I’ve Changed My Mind Policy” to anyone who shops with us online. To return an item purchased via our Web store, just follow these 4 easy steps and we’ll refund your money!
- Print the Return Request Form and fill it out completely (download the form here).
- Ensure that the product has not been worn or damaged by you.
- Ensure the original tags are attached to the product and your Shipping Confirmation / Tax Invoice Email, as proof of purchase.
- Take a drive to our local post office and mail it back to us.
Once received, City Beach will then provide you with a full product refund excluding any shipping / handling costs.
Where the product purchased arrives broken, damaged or does not meet a realistic expected quality
City Beach will refund the purchase price of the product + all reasonable shipping costs to the customer.
If the product in question is assessed by our customer team however and deemed “working as designed” then City Beach may refuse to refund the product and/or any shipping cost but will we ring you and ask if you would like the product returned.
Grab your items, make sure you have the receipt, all the tags are attached and the product is in a saleable condition and visit any of our retail stores for exchange or credit.
You can’t send any retail store items back to the online store.
Products purchased from a retail store are only eligible for a refund if they are faulty, different to a sample shown, do not do what they are supposed to or are of poor quality. This can only be done through our retail stores.
In some cases faulty items may be sent back to suppliers for assessment before a refund is authorised.