Returns & Exchange Policy
At Emerald Room Studios, we want you to be stoked with your merch. If something’s not right, we’re here to help.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACCC). 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Returns & Exchanges
We offer exchanges or store credit for purchases, subject to the following conditions:
- Items must be returned within 14 days of purchase
- Items must be unworn, unwashed, and in original condition
- All original tags must be attached
- Proof of purchase is required
Please note:
- We do not offer refunds for change of mind
- Return shipping costs are the responsibility of the customer
- Original shipping costs are non-refundable
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.
We will:
- Offer a replacement, repair, or refund depending on the issue
- Cover any return shipping costs for faulty or incorrect items
Sale Items
Items purchased on sale are eligible for exchange or store credit only.
No refunds will be provided for sale items unless required under Australian Consumer Law.
No refunds will be provided for sale items unless required under Australian Consumer Law.
How to Request a Return or Exchange
To start a return or exchange, please contact us at:
Email: [your email here]
Subject: Returns & Exchanges
Subject: Returns & Exchanges
Include:
- Your order number
- A brief description of the issue
- Photos (if item is faulty or damaged)
We’ll get back to you with the next steps.
Additional Notes
- We recommend trying items on carefully before removing tags
- Emerald Room Studios reserves the right to decline returns that do not meet the above conditions
If you have any questions, feel free to reach out — we’re always happy to help.
– Emerald Room Studios