Return & Refund Policy

RETURN & REFUND POLICY
Pemberton & Grey — Return and Refund Policy
Last updated: June, 2026

At Pemberton & Grey, we want every customer to feel completely confident and satisfied with their purchase. We stand behind every piece we sell and we are committed to making the return and refund process as straightforward and stress-free as possible. This policy is governed by the Australian Consumer Law (ACL), which is contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your statutory rights under the Australian Consumer Law.

1. CAN I RETURN MY ORDER?

Faulty, incorrect, or not as described items:
If your item is faulty, materially different from its description, or unfit for its intended purpose, you are entitled to a remedy under the Australian Consumer Law regardless of how long you have had the item. Please contact us at support@shop-pembertongrey.com with a description of the issue and supporting photos where applicable. We will cover all return shipping costs for faulty or incorrectly sent items.

Change of mind returns:
In addition to your statutory rights, we offer a voluntary change-of-mind return policy. You may return items within 30 days of receipt provided the following conditions are met:

All parts and original packaging must be intact and in original condition
The item must be unworn, unwashed and in its original saleable condition with all tags attached
Customers are responsible for return shipping costs for change-of-mind returns
Returns are processed within 7 business days of receipt

We reserve the right to decline a change-of-mind return if items are returned in a condition that is not consistent with the above requirements. This does not affect your statutory rights in relation to faulty goods.

2. HOW TO RETURN YOUR ORDER

To initiate a return please contact us:

📧 Email us at: support@shop-pembertongrey.com

Please include the following details in your email:

Your order number
Your reason for return or exchange
A photo of the product if it is damaged or faulty
Your full name and delivery address

Once your return request is received our customer service team will email you detailed return instructions within 1 to 2 business days.

⚠️ Please note: always follow the specific instructions provided by our customer service team to ensure your return is processed correctly and without delay. Do not send returns to any address without first receiving written confirmation from our team.

3. RETURN SHIPPING COSTS

If the return is a change-of-mind return — for example personal preference or ordering the wrong size — the customer is responsible for all return shipping costs.

If the issue is on our end — for example a damaged, faulty, or incorrectly sent item — Pemberton & Grey will cover all return shipping costs in full and will arrange a replacement or full refund at no cost to you.

4. CHANGE OF MIND AND ORDER CANCELLATIONS

Because orders are processed automatically and dispatched quickly, we are unable to cancel or modify an order once it has been dispatched. If your order is already in transit please wait for delivery before initiating a return request. To speed up the process please share your return shipping confirmation with us once you have sent the item back.

5. REFUND PROCESSING

Once your return is received and assessed we will process all eligible refunds — excluding original delivery costs unless the return is due to a fault or error on our part.

Refunds will be processed within 10 business days via the same payment method you used originally. You will receive an email confirmation once your refund has been issued. Please allow additional time for your bank or payment provider to process the refund to your account.

If you have not received your refund within 10 business days of our confirmation email please contact us at support@shop-pembertongrey.com and we will investigate immediately.

6. DAMAGED OR LOST RETURNS IN TRANSIT

Pemberton & Grey is not responsible for return packages that are lost or damaged in transit for change-of-mind returns. We strongly recommend using a tracked shipping service for all returns. Please retain your return shipping receipt and tracking number until your refund has been fully processed.

For returns of faulty or incorrectly sent items where we have provided a prepaid return label, we accept responsibility for items lost or damaged in transit.

7. CONSUMER RIGHTS

Under the Australian Consumer Law you are entitled to a remedy where products:

Are not of acceptable quality
Are not fit for the purpose we said they would be fit for
Do not match their description
Do not match any sample or demonstration model

For further information about your consumer rights under the Australian Consumer Law, please contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or your relevant state or territory consumer protection agency.

SUMMARY

At Pemberton & Grey we are committed to treating every customer fairly and transparently. Your statutory rights under the Australian Consumer Law are not affected by anything in this policy. For change-of-mind returns, you may return eligible items within 30 days of receipt under the conditions outlined above.

For any questions or to initiate a return please contact our team:

📧 support@shop-pembertongrey.com
🌐 www.pemberton-grey.com
📍 Australia

Our support team is available seven days a week and will respond to all enquiries within 1–2 business days.

Thank you for shopping with Pemberton & Grey.