Refund policy
Returns
We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the amount paid per product minus the shipping costs for the return.
Unfortunately, we cannot accept returns or refunds on sales and pre-order items or gift cards.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contato@cisterli.com.
Please note that returns will need to be sent to Melbourne, Australia.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at contato@cisterli.com.
Sale, Pre-order and Gift Cards
Unfortunately, we cannot accept returns or refunds on sales and pre-order items or gift cards.
The only exception is in the case of damaged products.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.
If the damage to your items is due to delivery, we need you to take videos or pictures of the parcel and items to show the conditions it was received so we can lodge an inquiry with Australia Post
Please, keep the box as we might need it to be taken to your nearest Australia Post Office to provide further evidence to the enquiry.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders, personalized items and pre-orders), lingerie and some personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific case.
Unfortunately, we cannot accept returns or refunds on sales and pre-order items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at contato@cisterli.com.
