Today’s Look Australia (TLA) Returns Policy

To ensure your satisfaction with your purchase, we offer the option to return items at any

TLA stores if you have had a change of heart. Kindly remember to present a receipt or proof of purchase when initiating a return.

Our policy on change of mind does not exclude your rights as outlined by the Consumer Guarantees under Australian Consumer Law, regulations, or other legal requirements.

Change of Mind

In cases where you have had a change of mind, a refund may be considered if the following conditions are met:

• The return is made within 30 days from the date of purchase.
• a satisfactory proof of purchase is provided.
• the item is in a resalable condition, meaning it has not been worn or used and retains all original packaging or tags without any signs of tampering.
• the item is not among the excluded categories specified below.

Our team members will evaluate the item (for both in-store and online returns) to determine eligibility for a refund according to our Returns Policy. Please be aware that costs associated with delivery and gift wrapping are non-refundable for change of mind returns.

Excluded Change of Mind Items

It is important to exercise caution when purchasing clearance designated merchandise (indicated as clearance or marked down), as such items are not eligible for change of mind returns. Depending on availability, an exchange for an identical product may be facilitated.

Returns and exchanges are not applicable for certain types of merchandise unless they fail to meet consumer guarantee standards. These include:

- Custom-made, monogrammed, personalized, and altered products

- Large electrical appliances delivered, Big & Bulky items,

- Personal care products (electric toothbrushes, shavers)

- Perishable goods like flowers or food items

- Product care plans

- Items labelled with "no change of mind" tag upon purchase

- Gift Cards/vouchers; iTunes music cards; third-party gift/recharge cards

- Merchandise wherein GST has been claimed under Tourist Refund Scheme without proof of repayment upon return

Sales made to individuals perceived by TLA as resellers/bulk purchasers are considered final sales where the change-of-mind policy does not apply.

Failure to provide satisfactory Proof of Purchase will be unable to process a change-of-mind return/exchange.

Acknowledging that offering a return option for unwanted items is essential for customer satisfaction, TLA reserves the right to reject change-of-mind returns if an unreasonable pattern of excessive returns is identified as part of fraud prevention measures.

Proof of Purchase

For change-of-mind refunds, exchanges, or repair requests, one must present any one of these proof-of-purchase documents:

• Original register receipt/tax invoice (electronic copy/photograph accepted)
• Online Tax Invoice (order confirmations not accepted)
• Packing slip included in online purchases/click & collect orders
• Original return/exchange receipt/gift receipt

• TLA app details

   

  Please note that it is your responsibility to show the proof of purchase for validation by our team members.

   

   

  Consumer Guarantees

   

  Consumers are entitled to specific guarantees regarding goods and services acquired from TLA, known as Consumer Guarantees. These guarantees remain unaffected by the return policy due to a change of mind or restricted by a set timeframe. The Australian Consumer Law acknowledges that the applicable timeframe may differ based on factors such as product type, price, and any representations made.

   

  In cases where an item is believed to be faulty or defective, it may be necessary for the goods to be assessed by the manufacturer or their service agent within a reasonable period. If a major failure occurs with the goods or service, consumers have the option to reject it and request a refund, exchange, repair, or seek compensation for any decrease in value. For minor failures, TLA will repair the item promptly or provide a replacement/refund at its discretion.

   

  Consumers should note that data loss could occur during the assessment and repair of electrical products. It is the consumers responsibility to back up and delete personal data before returning items for repair. Refurbished goods of the same type may replace items submitted for repair.

   

  Damages resulting from misuse, neglect, or abnormal use will not be eligible for refunds, exchanges, or repairs at TLA.

   

  TLAs products are accompanied by guarantees under Australian law that cannot be excluded. Consumers can claim replacements or refunds for major failures and compensation for foreseeable loss or damage. They also have rights to product repairs or replacements if they do not meet acceptable quality standards without constituting major failures.

   

  Regarding services covered by guarantees under Australian law, customers can cancel contracts in case of major failures and receive refunds for unused portions or compensation. In instances of non-major failures with services provided by TLA, customers are entitled to timely resolution of issues; otherwise, they can terminate contracts and receive refunds for remaining periods.

   

  Proof of purchase is required by TLA when providing remedies under Australian Consumer Law.

   

  Refunds for purchases will typically be issued through the original payment method unless specific circumstances apply.

   

  For credit/debit card purchases requiring refunds, both the cardholder and original card used must be presented.

   

   

Gift or bonus with purchase offers and bundled items

Notably, TLA Returns Cards and Gift Cards are non-interchangeable with different brands/types of gift cards or other forms of tender/discounts. When making a purchase that includes a gift or bonus offer, the return of the gift or bonus is required unless stated otherwise. Failure to return the gift or bonus, especially if unsellable, will result in a reduction of the refund amount by the corresponding value of the gift or bonus.

For bundled items, all components of the bundle must be returned to receive a full refund; otherwise, the value of any unreturned items will be subtracted from the refund total.

Bonus gift card

In cases where a bonus Gift Card is provided at the time of purchase, it must be returned along with the merchandise for eligibility for an exchange or full refund. If any portion of the bonus Gift Card has been used, that amount will be deducted from any available refund.

Privacy

To protect your privacy, TLA may request photo identification during transactions to record details such as your name, identification type and number with an expiration date along with verifying your signature. Valid identification should include your full name and have a future expiry date like an Australian Driver’s Licence or Passport.

For merchandise returns exceeding $1,000 that require a Tax Adjustment Note, providing your name, address and ABN (if applicable) becomes necessary.

Information gathered will be securely stored for a reasonable duration and may be utilized for anti-fraud measures as well as research purposes by TLA. It could also be disclosed to state and territory departments upon legal requisition.

If you wish to access your data held by TLA regarding returns, please reach out to TLA Customer Service Centre at Today’s Look  or 02 6189 3777.