How do I make a return?
To start a return request, please contact us first to obtain a Return Authorisation (RA).
You can reach us via Live Chat, phone, email, or the Contact Us form.
Once approved, you can return your item:
- In-store, or
- By parcel (shipping)
All credit requests require Reward Hospitality approval before being returned.
What is the return window?
You have 14 days to return your item from:
If you’re unsure whether your return is still within the timeframe, please contact us via Live Chat, phone, email, or the Contact Us form.
What items can I return?
You can return:
-
Faulty products
-
Incorrect items
-
Change of mind purchases
To be eligible for return, goods must:
- Be returned within 14 days of delivery or Click & Collect collection;
- Be unused;
- Be in their original packaging; and
- Be in saleable condition.
Where a return is approved for change of mind, a restocking fee of 25% of the purchase price will apply, with a minimum fee of $20.
Please note:
- Return requests remain subject to assessment and approval;
- Freight charges may apply;
- Sale and clearance items may only be returned where faulty or incorrectly supplied; and
- Gift cards are non-refundable.
If you are unsure whether your item is eligible for return, please contact us via Live Chat, phone, email, or the Contact Us form.
Special Order / Indent Items
Change of mind purchases of Special Order / Indent items may be accepted for return at Reward Hospitality's sole discretion and are subject to approval. Return requests may be declined.
To be eligible for return, goods must:
- Be returned within 14 days of delivery or Click & Collect collection;
- Be in their original, unopened packaging;
- Be in saleable condition;
- Be returned in full carton quantities only; and
- Not be returned as split carton quantities or partial packs.
Where a return is approved for change of mind, a restocking fee of 30% of the purchase price will apply, with a minimum fee of $20, plus all applicable freight charges.
Please note:
- Return requests remain subject to assessment and approval;
- Reward Hospitality reserves the right to reject any return request that does not meet the above conditions.
If you are unsure whether your item is eligible for return, please contact us via Live Chat, phone, email or the Contact Us form.
What items cannot be returned?
Hygiene-related products cannot be returned for change of mind.
If you’re unsure, please contact us via Live Chat, phone, email, or the Contact Us form.
Do I need to pay for return shipping?
Return shipping is paid by the customer unless advised otherwise. Shipping is included as part of the restocking fee.
Shipping arrangements can vary depending on the situation, so please contact us via Live Chat, phone, or the Contact Us form before sending your item.
Can I exchange an item?
Yes, we offer exchanges for size, colour, or different products within 14 days.
Exchanges can be done in-store or arranged after contacting us.
If your requested item is out of stock, we will offer a refund or account credit. If you’re unsure which option is best, please contact us via Live Chat, phone, email, or the Contact Us form.
What happens after I return my item?
Once we receive and inspect your item, credits are processed within 7 to 10 business days.
Refunds are issued to your original payment method and processed within 48 hours after approval.
Please note your bank may take additional time to show the refund.
What should I do if I receive a faulty or incorrect item?
Please contact us as soon as possible via Live Chat, phone, email, or the Contact Us form.
Photos are required for damaged items.
Do I need proof of purchase?
Yes, proof of purchase is required.
An invoice is accepted.
If you cannot find your proof of purchase, please contact us via Live Chat, phone, email, or the Contact Us form and we will assist you.