Returns & Exchanges

Returns & Exchanges

Returns & Exchanges

We want you to be 100% satisfied with your purchase!

If for any reason, you don’t love what you’ve bought from us, we’ve made our returns & exchange process super easy to follow – and you have 100 days to get it sorted!

Check out your options below or contact our Customer Service Team, we’d be happy to assist with any questions you may have. You can phone us on 1 800 640 811, we’re here Monday-Friday 9am-5pm (AEST) or email us at customerservice@citybeach.com.au

Exchanges

We are happy to exchange your product/s. All we ask is that any product/s you are exchanging are in original condition; with all tags attached, any packaging intact, and your proof of purchase is included. Please note:

  • Earrings and pierced jewellery can only be exchanged / returned if deemed faulty or if the incorrect product was sent to you.
  • Swimwear and underwear can only be exchanged / returned in their original condition with all tags and protection stickers attached. All swimwear sets need to be returned in their original sets.
In-store

We will gladly exchange your product/s bought in-store or online at any of our 60+ stores across Australia. Alternatively, you can choose to have the value of your exchange (your original purchase price) credited onto a City Beach Gift Card (which is valid for 365 days). Simply:

  1. Bring along your proof of purchase that you received when purchasing from us. For online purchases, simply print the tax invoice that we emailed to you in your shipping confirmation email.
  2. Head into one of our 60+ stores nationwide with your product/s in their original condition with tags attached.
  3. Ask a City Beach Team Member to assist you with your exchange.
Online (via post)

In order to exchange product/s bought online through our online store, you will need to follow a re-order and return process:

  1. Place an order for your new product/s straight away to avoid missing out!
  2. Send the product/s that you are exchanging back to us by following the online returns process below.

If you have purchased product/s in-store, you are welcome to exchange them in-store. We are not able to exchange them via our Online Returns Department at this time.

Returns

You are welcome to return products bought online to our Online Returns Department (via post), for any reason. Product/s bought in-store can only be returned for a refund if they are deemed faulty or damaged, please see damaged, faulty or incorrect products for more info.

There are a few things to note before returning product/s to us:

  • Product/s purchased online can only be returned for a refund to our Online Returns Department (follow the online returns process). You are welcome to exchange change of mind product/s in-store and online.
  • Earrings and pierced jewellery can only be exchanged / returned if deemed faulty or if the incorrect product was sent to you.
  • Swimwear and underwear can only be exchanged / returned in their original condition with all tags and protection stickers attached. All swimwear sets need to be returned in their original sets.
  • Any free gift or gift with purchase orders require the gift to also be returned to qualify for a full refund. For more info see Free Gift or Gift with Purchase products.
Online (via Post)

Product/s bought online can be returned to our online store by following these simple steps:

  1. Print the Tax Invoice that we emailed to you in your shipping confirmation email.
  2. Fill out the Return Request Form that you received with your parcel or alternatively download Returns Form.
  3. Pack your product/s in their original condition with tags attached, together with these documents into a protected parcel (to avoid damage during transit).
  4. Post the parcel to our Online Returns Department:
    • City Beach E-Store Returns
      PO Box 2399
      Mansfield
      Qld 4122

Once we receive your product/s back into our Online Returns Department, we will assess the product/s to ensure that they meet our returns criteria. Once the assessment is completed and the returns criteria satisfied, we will issue a refund on the payment card or PayPal account used to purchase the product/s.

Your product/s may need to be sent to the manufacturer to be assessed before a decision can be made regarding an exchange or refund. In the event that this happens, our Customer Service Team will stay in touch throughout the process. City Beach respects consumer rights under the ACL and processes all warranty and non-warranty claims in accordance with legislative requirements.

For further information on the details of our Returns Policy, please see our full City Beach Refund Policy.

Free Gift or Gift with Purchase Product/s

If you are returning product/s that were part of an order that entitled you to a free gift or gift with purchase, you must include the gift along with the products/s that you are returning. If the total order value after your return is high enough for you to qualify to keep the gift, there is no need to include it in your return.

Please contact our Customer Service Team if you are unsure whether this applies to your return. Phone us on 1 800 640 811, we’re here Monday-Friday 9am-5pm (AEST) or email us at customerservice@citybeach.com.au

Damaged, Faulty or Incorrect Products

No one likes discovering that the product they bought is either damaged or faulty!! In the unlikely event that this happens, we want to resolve the matter as quickly as possible and with minimal inconvenience to you, our customer.

Damaged, faulty or incorrect product/s returned within 14 days of purchase will be refunded or exchanged at your discretion. If you return product/s after 14 days, they will need to be assessed by our Returns Department. We will always endeavour to resolve the issue as soon as possible, but in some instances your item may need to be assessed by the Supplier. Supplier Assessment may take up to 28 days.

For in-store purchases:

Head to your nearest store to obtain a refund or exchange for faulty products/s returned within 14 days. For faulty products returned after 14 days, a staff member will assist in sending these products back to our Returns Department for assessment.

For Online Purchases

Follow the online returns process. A Customer Service Team Member will contact you as soon as we receive your parcel. City Beach will refund the purchase price of the faulty, damaged or incorrect product and cover your return shipping costs. Please return products via standard post, unless otherwise arranged with our Customer Service Team. In instances where you have requested an exchange instead of a refund we will ship the product to you at no additional cost.

There are a few things to note:

  • Bulky products follow a slightly different process, so please contact our Customer Service Team for assistance.
  • Products of a technical nature may seem faulty when in fact they are not, for example updating Go Pro software may resolve a potential issue. Contact our Customer Service Team before returning technical products for additional information.
  • We are happy to assist with repairs. We will send non-warranty or out of warranty products purchased from City Beach to the relevant supplier, at your expense, to be evaluated for a repair. Please note that the original purchase receipt or tax invoice will be required. City Beach will contact you with a supplier repair quote and it's up to you if you would like to proceed with the repair, at your expense, or have the product returned to you, at your expense. The repair and return timeframes are dictated by the supplier and are out of our control.

In the event that the product you have returned is not deemed to have a manufacturing fault, we are unable to refund your shipping costs. If you are unsure about whether a product has a manufacturing fault please feel free to call our Customer Service Team before sending it back to us.

The City Beach Refund Policy in no way limits your rights as a Consumer as outlined by the ACL.

For any questions, our Customer Support team are here to assist. Call us on 1 800 640 811, we’re here Monday-Friday 9am-5pm (AEST) or email us at customerservice@citybeach.com.au

City Beach Refund Policy