Return Policy
Return & Refund Policy
At Steve & Janet Sydney, we want every customer to feel confident when shopping with us. If you are not fully satisfied with your order, we are here to help and will always do our best to provide a fair and clear solution.
Please read our return and refund policy carefully before requesting a return.
Return Period
You may request a return within 14 days after receiving your order.
To be eligible for a return, the item must meet the following conditions:
- The item must be unused, unworn and in the same condition as when you received it.
- The item must be returned with all original tags, packaging and accessories, where applicable.
- The item must not show signs of wear, damage, washing, stains, odours or alteration.
- Proof of purchase or order confirmation must be provided.
Items that do not meet these conditions may not be accepted for return.
How to Request a Return
To start a return request, please contact us at:
Please include the following information in your email:
- Your full name
- Your order number
- The email address used for the order
- The reason for your return request
- Clear photos if the item is damaged, defective or incorrect
Once your request has been reviewed, our customer support team will provide further instructions.
Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item received is defective, damaged or incorrect due to an error on our side.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Steve & Janet Sydney is not responsible for returns that are lost during return shipping.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective or incorrect, please contact us at info@stevejanetsydney.com within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A clear description of the issue
- Photos or videos showing the problem
- A photo of the packaging, if relevant
If the issue is approved, we may offer a replacement, store credit or refund depending on the situation.
Non-Returnable Items
For hygiene, safety and quality reasons, certain items may not be eligible for return.
Non-returnable items may include:
- Items that have been worn, washed or used
- Items without original packaging or tags
- Items with stains, odours, damage or signs of use
- Personal care or hygiene-related products
- Final sale or clearance items
- Gift cards
- Items returned after the return period has expired
If you are unsure whether your item can be returned, please contact us before sending it back.
Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be processed back to your original payment method.
Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.
Shipping costs are non-refundable unless the return is due to an error on our side.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
We can only cancel orders that have not yet been processed or shipped.
Once an order has been processed, packed or shipped, we may no longer be able to cancel it. In that case, you may request a return after receiving the order, according to the conditions in this policy.
Exchanges
At this time, we do not guarantee direct exchanges for all products.
If you would like a different size, colour or item, please contact us first. If your request is approved, we will explain the available options.
In many cases, the fastest solution is to place a new order and return the original item according to our return policy.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
If you have done this and still have not received your refund, please contact us at:
Important Notes
Steve & Janet Sydney reserves the right to refuse returns that do not meet the conditions stated in this policy.
We also reserve the right to refuse refund requests if the item has been used, damaged by the customer, returned incomplete or sent back outside the return period.
This policy does not affect any rights you may have under applicable consumer protection laws.
Contact Us
For any questions about returns, refunds or exchanges, please contact our customer support team:
Steve & Janet Sydney
Email: info@stevejanetsydney.com