Refund policy
We hope you are delighted with your Australian Alpaca Barn purchase. However, if you are not completely satisfied, we are happy to assist with a return or exchange in accordance with the policy outlined below.
In-Store Purchases
Returns & Exchanges
Items purchased in store may be returned to any Australian Alpaca Barn retail store within 14 days of purchase.
For in-store purchases, customers may choose either:
- An exchange
- A gift certificate
To be eligible for a return or exchange, the following conditions apply:
- The original receipt must be presented.
- Items must be unused, unworn, and in saleable condition.
- All original tags must remain attached.
Online Purchases – Returns
Return Eligibility
For online purchases, you must contact us within 30 days to request a return.
How to Request a Return
To arrange a return, please contact us via:
Phone: (02) 4998 6669
Email: hello@australianalpaca.com
Returning Your Item
Online purchases may be returned either:
In store:
To any Australian Alpaca Barn retail store.
Please note that refunds are not processed in store. Once our office has been notified and the returned item has been assessed, the refund will be processed by our online team.
By post:
Online Returns
Australian Alpaca Barn
Shop 1, The Market Place
Old Hume Highway
Berrima, NSW 2577
Australia
Return Conditions
Returned items must meet the following conditions:
- Items must be unused, unworn, and in saleable condition.
- All original tags must remain attached.
- Garments must not have been worn.
Please include the following information with your return:
- Order number
- Full name
- Contact details
- Any additional comments
Refunds
Refunds will be processed once the returned item has been received and assessed.
Please note:
- Refunds will be issued to the original payment method.
- Delivery costs are non-refundable for change-of-mind returns.
- If an item is deemed faulty or incorrect, return postage will be covered by Australian Alpaca Barn.
Non-Returnable Items
For health and hygiene reasons, we are unable to accept returns or refunds on the following items:
- Quilts
- Underblankets
- Pillows
- Socks
Please choose these items carefully before purchasing.
This change-of-mind exclusion does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, incorrectly described or does not meet a consumer guarantee, please contact us so we can provide an appropriate remedy.
Online Purchases – Exchanges
Exchange Eligibility
For online purchases, you must contact us within 30 days to request an exchange.
How to Request an Exchange
To arrange an exchange, please contact us via:
Phone: (02) 4998 6669
Email: hello@australianalpaca.com
Returning Items for Exchange
Items may be returned either:
In store:
To any Australian Alpaca Barn retail store.
By post:
Online Returns
Australian Alpaca Barn
Shop 1, The Market Place
Old Hume Highway
Berrima, NSW 2577
Australia
To be eligible for an exchange, please ensure:
- Items are unused, unworn, and in saleable condition.
- All original tags remain attached.
- Garments have not been worn.
Please include the following information with your exchange:
- Order number
- Full contact details
- Return or exchange form, if provided
- Preferred replacement item or items
Please note that exchange items must be of equal or lesser value unless otherwise arranged with our team.
Exchange Shipping
Standard delivery charges apply for re-delivery of online exchanges.
If the item is faulty or incorrect, postage costs will be covered by Australian Alpaca Barn.
Once your returned item has been received and processed, your exchange item will be dispatched and a tracking number will be provided.
Responsibility for Returned Goods
Returned goods remain the customer’s responsibility until they are received by Australian Alpaca Barn.
We recommend using registered or trackable post for all mailed returns.