Last Updated: August 2026
At Relief Her, we want you to shop with confidence. If something isn't right with your order, we're here to help. This policy explains how returns and exchanges work and should be read together with our Refund Policy, Shipping Policy and Australian Consumer Law.
1. Return Request Period
You may request a return or exchange within 30 days of the recorded delivery date. All requests must be submitted before returning any item.
2. Eligible Reasons
- Changed your mind
- Wrong item ordered
- Incorrect item received
- Item arrived damaged
- Manufacturing defect
- Item significantly different from its description
Every request is individually assessed before approval.
3. Return Conditions
Unless your claim relates to a confirmed manufacturing defect, damaged delivery or incorrect item, products must be:
- Unused and unworn
- Unwashed or otherwise uncleaned
- Free from signs of use, wear, damage or modification
- Returned with all original tags, accessories and components, where applicable
- Returned in the original packaging wherever reasonably possible
For hygiene reasons, products that have been used or opened may not be eligible for return unless the return relates to a confirmed product fault, damage, incorrect item or another issue covered by Australian Consumer Law.
Items returned without prior approval may be refused.
4. How to Start a Return
Contact us through Live Chat or email before sending anything back.
Please provide:
- Order number
- Description of the issue
- Photos of the product
- Photos of the packaging
- Video if requested by our team
Additional information may be requested where required to assess your claim.
5. Assessment Process
Each request is reviewed individually.
Approval of a return request is not automatic and depends on the information provided and, where applicable, inspection of the returned item.
Where a product is reported as faulty, damaged or significantly different from its description, we may request photographs, video or other information to help assess the issue.
6. Exchanges
Approved exchange requests may be completed for:
- Different product
- Alternative product
- Replacement of a faulty or incorrect item, where applicable
If the replacement product has a higher price, the customer may be required to pay the difference. If it has a lower price, the difference will be handled in accordance with our Refund Policy.
Exchanges are subject to product availability.
7. Return Shipping Costs
| Situation | Return Shipping |
|---|---|
| Change of Mind | Customer |
| Incorrect Item Ordered | Customer |
| Incorrect Item Sent | Relief Her |
| Confirmed Manufacturing Defect | Relief Her |
| Item Arrived Damaged | Relief Her |
| Item Significantly Different From Description | Relief Her |
Where Relief Her is responsible for return shipping, we will provide return instructions and, where applicable, a prepaid return label.
8. Inspection After Return
Returned items may be inspected before an exchange, replacement or refund is approved.
If the returned product is found not to match the information provided in the original request, Relief Her reserves the right to refuse the requested outcome where permitted by law.
9. Non-Returnable Items
- Products that have been intentionally damaged after delivery
- Products modified by the customer
- Products showing signs of misuse or improper use
- Products that have been used or opened where hygiene considerations reasonably prevent resale, except where the issue is covered by Australian Consumer Law
- Products returned outside the approved return process
This section does not limit rights available under Australian Consumer Law.
10. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Customers remain entitled to applicable consumer guarantees.
Where a product has a major failure, a customer may have rights to a refund, replacement or other remedy as provided by Australian Consumer Law. For other failures, a repair, replacement or other appropriate remedy may apply depending on the circumstances.
11. Contact Us
Live Chat: Available directly on our website during business hours.
Email: support@reliefher.com
Phone: +61 432 242 647
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (AEST)
Relief Her
ABN: 556 530 085 72
Address: 1/50A Tweed Coast Road, Pottsville NSW 2489, Australia