Refund & Exchange

Returns & Refunds Policy (Australia)

1. Australian Consumer Law (ACL) – Your Rights

Under Australian Consumer Law, customers are entitled to a remedy if a product is:

• Faulty
• Not as described
• Not fit for purpose

If a product has a major problem, the customer is entitled to a replacement or refund.
If a product has a minor problem, we will repair or replace it within a reasonable time.

2. Change-of-Mind Returns

Change-of-mind returns are not required under ACL, but we choose to offer them under below conditions to protect product integrity.

To be eligible for a change-of-mind refund, the item must be:

• Unopened
• Unused
• In original packaging
• In original condition

Items that have been opened, used, or are not in resaleable condition cannot be refunded.

Shipping costs are non-refundable for change-of-mind returns.
Return shipping is the customer’s responsibility.

3. Customised & Monogrammed Products

Personalised, monogrammed, or customised products are not eligible for change-of-mind returns or exchanges.

They can only be returned if they are defective according to ACL.

4. Incorrect Item Received

If you received the wrong model or colour due to our error, please notify us within 7 days of delivery and we will replace it at no cost.

5. Defective or Damaged Items

If your item is defective or was damaged in transit, we will repair, replace, or refund the item according to ACL.

Damage caused by normal wear and tear is not considered a defect.

6. Refund Processing Time

Refunds are issued to the original payment method once the returned item is:

• Received
• Inspected
• Confirmed to meet eligibility criteria

Please allow 5–14 business days for the refund to appear in your account, depending on your bank.

7. How to Start a Return

Email us at care@sergioscali.com with:

• Your order number
• The item you want to return
• A brief explanation

We will provide return instructions and the correct return address.