EMBR COLLECTIVE

Returns & Refunds Policy

Last updated: April 2026

We want you to love what you ordered. If something isn’t right, here’s how we handle it — plainly and fairly.

This policy is consistent with your rights under the Australian Consumer Law (ACL), which forms part of the Competition and Consumer Act 2010 (Cth). Nothing in this policy limits or excludes those rights.

1. Your rights under Australian Consumer Law

Under the ACL, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. We do not accept change of mind returns

We do not offer returns or exchanges where you have simply changed your mind, ordered the wrong item, or no longer want the product. Please choose carefully before purchasing.

If you are unsure about a product before purchasing, reach out to us at hello@embrcollective.com.au and we’ll help you make the right call.

3. Faulty or damaged items

If your item arrives faulty, damaged, or not as described, we will make it right. Depending on the nature of the fault, we will offer:

—  A full refund to your original payment method

—  A replacement of the same item

—  Store credit to the same value

To lodge a faulty item claim, contact us within 14 days of receiving your order at hello@embrcollective.com.au with your order number and photos of the fault. We will respond within 1–2 business days.

4. Items not covered

The following are not covered under this policy:

—  Damage caused by misuse, accident, or failure to follow care instructions

—  Normal wear and tear over time

—  Items returned without prior approval

—  Change of mind purchases

5. Return shipping

Where a return is approved due to a fault or error on our part, we will cover the cost of return shipping. We will provide a prepaid return label or reimburse reasonable postage costs upon receipt of proof.

We recommend using tracked postage for any return. EMBR Collective is not responsible for items lost in transit on their way back to us.

6. Refund processing

Approved refunds will be processed within 5–7 business days of us receiving and inspecting the returned item. Refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.

7. Contact us

Questions about an order or this policy — just reach out. We’re a small brand and real people read every message.

Email: hello@embrcollective.com.au

Website: embrcollective.com.au

This policy does not exclude or limit any rights you have under the Australian Consumer Law. For more information about your consumer rights, visit accc.gov.au.