Refund policy

Westway Collective is operated by Northline Creative Ltd, a United Kingdom-registered company (registration number 17252506). This policy explains how order cancellations, returns, exchanges, and refunds work for purchases made through westwaycollective.com, and it is governed by Australian consumer law. Nothing in this policy is intended to replace or reduce the statutory protections described in the Statutory Guarantee section below.

Return Window

You have 30 Days from the date your parcel is delivered to request a return, whether the item was purchased at full price or on sale. There's no need to explain your reasoning — simply get in touch within that period and we'll issue you a return authorisation and instructions. Requests submitted after the 30-day mark fall outside our voluntary window, although any rights you hold under Australian consumer law are unaffected.

Order Cancellations

Because parcels are prepared for dispatch from our fulfilment partners in Asia soon after checkout, we can only guarantee a cancellation if you reach us within 24 Hrs of placing your order. Email support@westwaycollective.com with your order number as soon as possible. Once that 24-hour window has passed, your order may already be in processing or on its way, and we will not be able to intercept it — in that case, please wait for delivery and follow the standard return steps below.

Condition Required for Returns

To be accepted for a full refund, returned items must be unworn, unwashed, and unused, with all original tags, hang labels, and packaging still attached and intact. Garments that show signs of wear, odour, staining, or alteration may be refused outright or may only qualify for the reduced, partial refund described further down this page.

Non-Returnable Items

The following categories cannot be returned or refunded once purchased, unless they arrive damaged, defective, or incorrect:

Gift cards
Personalised, custom-made, or made-to-order items
Hygiene-sealed items where the seal has been broken or removed
Hazardous materials or items restricted from return shipping
Items returned used, altered, or without their original packaging

Return Shipping Costs

If you're returning an item because you simply changed your mind, the cost of shipping it back to us is your responsibility. Using a standard tracked service through Australia Post or StarTrack typically costs between AUD $10 and $18 depending on parcel weight and your location. If your item arrived damaged, defective, or was the wrong item entirely, we cover the full cost of return shipping — see the section below for details.

Restocking Fee

We do not charge a restocking fee of any kind. Whatever amount you're owed for an eligible return, that is the amount you receive back — we don't deduct handling or processing charges.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, please notify us within 48 hours of delivery at support@westwaycollective.com with your order number and a photo of the issue. Once verified, we will send a replacement at no charge or issue a full refund, whichever you prefer, and we'll cover any return shipping involved.

Refund Processing Time and Method

Once your returned item reaches our warehouse and passes inspection, we process refunds within 5 business days. Refunds are always issued back to the original payment method used at checkout — including Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Apple Pay, Google Pay, Shop Pay, or PayPal — and never as store credit unless you specifically request it. Depending on your bank or card issuer, it may take a few additional days for the funds to appear in your account after we process them.

Partial Refunds

Items returned showing light signs of use, missing minor packaging elements, or missing accessories may still be accepted, but will only qualify for a partial refund reflecting the reduction in resale value. We will always contact you with the assessed deduction before finalising the refund amount.

Exchanges

We don't process direct swaps. If you need a different size or colour, return the original item under the process above for a refund, then place a new order for the item you actually want. This ensures your replacement ships as quickly as possible rather than waiting on the return to be received first.

Statutory Guarantee and Complaints

Nothing in this policy limits or replaces the consumer guarantees you're entitled to under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Regardless of our voluntary return window, you remain entitled to a product that is of acceptable quality, fit for its intended purpose, and matches the description provided at the time of purchase. If a product fails to meet these guarantees, you may be entitled to a repair, replacement, or refund independent of the timeframes set out above. Complaints about how a return or refund has been handled can be sent to support@westwaycollective.com and will be reviewed on a case-by-case basis. For more on how orders are shipped and handled, see our Shipping Policy and FAQ pages.