Refund policy
Return & Refund Policy – Clearance Avenue
Welcome to Clearance Avenue's Return & Refund Policy.
We want your shopping experience to be simple and straightforward. If you're not completely satisfied with your purchase, you can request a return or exchange in accordance with the conditions outlined below.
If you have any questions about our return process, please contact us at:
1. 30-Day Return Window
We offer a 30-day return policy, allowing you to request a return or exchange within 30 days of receiving your order.
After this period, we may no longer be able to accept return or exchange requests.
We accept returns for both defective and non-defective products, provided the conditions of this policy are met.
To be eligible for a return or exchange, your item must be:
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Unused, unworn and unwashed.
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In its original condition.
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Returned with its original tags, labels and packaging, where applicable.
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Accompanied by your order number or proof of purchase.
Items showing signs of wear, washing, stains, damage or alterations made by the customer may be refused or only partially refunded, depending on their condition.
2. Order Cancellations
Orders can be cancelled within 2 hours of being placed, provided they have not already been processed, packed or dispatched.
To request a cancellation, please email us as soon as possible at:
Please include your order number so our team can locate your purchase.
If your order has already been processed or dispatched, cancellation may no longer be possible. You can still request a return after receiving your order, subject to the conditions of this policy.
3. How to Request a Return or Exchange
To arrange a return or exchange, please contact our customer support team at:
Where possible, use the following email subject line:
Return [order number] + [name]
Please include the following information:
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Your order number.
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Your full name.
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The item or items you'd like to return or exchange.
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Whether you're requesting a return or an exchange.
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The reason for your request.
Our team will review your request and email you the appropriate return instructions once approved.
Please do not send any items back before receiving instructions from us. Returns sent without prior approval may not be accepted.
4. Return Address and Return Shipping Costs
All returns must be sent to the return address provided by our customer support team.
Our return warehouse is located in China. The exact return address will be provided by email once your return request has been reviewed and approved.
For change-of-mind returns, customers are responsible for arranging and paying for return shipping to our warehouse in China.
Please be aware that international return postage may cost more than domestic shipping within Australia. We recommend checking the shipping costs with your preferred postal service or courier before returning your item.
Return shipping costs are non-refundable unless the return is due to a defective product, damaged item, incorrect item or an error on our part.
We do not provide prepaid return labels for change-of-mind returns.
We recommend using a tracked shipping service and emailing us your tracking number once the parcel has been sent. We cannot take responsibility for returns lost or damaged during transit.
5. Refunds
Refunds are processed once your returned item has been received, inspected and approved.
Once approved, your refund will usually be processed within 14 days.
Refunds are issued to the original payment method used at checkout unless otherwise agreed.
Depending on your bank or payment provider, it may take a little longer for the refunded amount to appear in your account.
Original shipping charges, if any, are non-refundable unless the return involves a defective product, damaged item, incorrect item or an error on our part.
6. Exchanges
If you'd like to exchange an item for a different size, colour or product, please email:
All exchanges are subject to product availability.
If your preferred replacement is unavailable, we may offer an alternative product, a refund or another suitable solution.
For change-of-mind exchanges, customers are responsible for the cost of return shipping.
7. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us within 24 hours of delivery.
To help us resolve the issue, please provide:
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Your order number.
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A brief description of the problem.
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Clear photos or videos showing the damage, defect or incorrect item.
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Photos of the packaging if your order arrived damaged.
For the clearest photos, place the item on a flat surface in good lighting so the issue is easy to see.
Our customer support team will review your request and arrange an appropriate solution, which may include a replacement, reshipment, refund or another suitable remedy.
Please do not return damaged, defective or incorrect items until you've contacted us and received return instructions.
8. Uncollected or Undeliverable Packages
If a parcel cannot be delivered or is not collected, it may be taken to a local collection point, post office or handled according to the shipping carrier's procedures.
Customers are responsible for monitoring their tracking information and collecting parcels within the carrier's specified holding period.
If a parcel is returned, destroyed, lost or cannot be recovered because it was not collected in time, the order may not be eligible for a refund.
9. Return Exclusions
For health, hygiene and safety reasons, certain products cannot be returned or exchanged once opened, worn, used or removed from their original sealed packaging.
These include, but are not limited to:
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Underwear and intimate apparel.
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Personal care products.
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Beauty and cosmetic products.
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Oral care products.
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Perishable goods.
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Personalised or made-to-order products.
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Hazardous materials, flammable liquids or gases.
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Electronic or battery-powered products once used, unless defective, damaged on arrival, incorrect or otherwise covered by applicable consumer protection laws.
These exclusions do not affect your rights if an item is faulty, damaged, incorrect or covered by applicable consumer protection laws.
10. Non-Returnable Items
Returns or exchanges may not be accepted for:
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Items returned outside the 30-day return period.
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Items that have been worn, used, washed, stained, damaged or altered by the customer.
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Items missing their original tags, labels or packaging, where applicable.
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Hygiene or personal care products that have been opened or used.
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Items returned without prior approval from our customer support team.
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Gift cards, if offered.
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Personalised or made-to-order products.
These conditions do not limit any rights or remedies available under applicable consumer protection laws, including Australian Consumer Law.
11. Contact Us
If you have any questions about our Return & Refund Policy or need help with a return, exchange, cancellation or refund, please get in touch.
Clearance Avenue
Email: support@clearanceavenue.com
We aim to respond to all enquiries within 24 hours on business days.