2. Returns and Refund Policy
Returns and Refund Policy – Ashcroft Mode
Last updated: 9 October 2026
At Ashcroft Mode, we want you to feel comfortable and confident shopping with us.
This policy explains how returns and refunds work for purchases made through ashcroftmode.com.
30-Day Returns
We offer a 30-day return period for eligible items.
If you're not satisfied with your purchase, please contact us within 30 days of receiving your order.
To request a return or refund, email:
Please include:
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Your full name
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Your order number
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The email address used for your order
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The reason for your request
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Clear photos if your item is damaged, faulty or incorrect, where possible
Our customer support team will review your request and provide the next steps.
Return Approval
Please contact us before sending any items back.
Our team will review your request and confirm whether a physical return is required.
If a return is necessary, we will provide the correct return address and instructions.
In some cases, we may offer a refund without requiring the product to be returned.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs if a physical return is required.
Return addresses may be located overseas, including China.
Please wait for our return instructions before shipping any products.
For faulty or incorrect items, your rights under the Australian Consumer Law apply.
Condition of Returned Items
For change-of-mind returns, items should be:
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Unworn and unwashed
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Unused
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In their original condition
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With original tags and packaging where possible
Items showing signs of wear, washing, stains, perfume, makeup or alterations may not qualify for a change-of-mind return.
These conditions do not restrict your statutory consumer rights.
Items That May Not Be Eligible for Return
Certain items may be excluded from change-of-mind returns, including:
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Gift cards
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Items clearly marked as final sale
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Personal or hygiene-related items
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Items that have been worn, washed or used
These exclusions do not affect your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged or incorrect product, please contact us as soon as possible.
Email: info@ashcroftmode.com
Include your order number, a description of the issue and photos where possible.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer laws.
Where required by law, reasonable return shipping costs for faulty products will be reimbursed.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights or remedies available under the Australian Consumer Law.
If a product fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances.
These statutory rights are not limited by our voluntary 30-day return period.
Refund Processing
Once your refund request has been reviewed and approved, we will notify you by email.
If a physical return is required, we will explain the return process and applicable refund conditions.
If no return is required, we can process the approved refund directly.
Approved refunds will be issued to the original payment method.
Please allow additional time for your bank, card issuer or payment provider to process the refund.
Exchanges
We may offer exchanges or alternative solutions depending on product availability and the circumstances of your request.
Please contact our customer support team to discuss the available options.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible. Your applicable statutory rights remain unaffected.
Contact Us
For questions about returns, refunds or orders, please contact:
Ashcroft Mode
Email: info@ashcroftmode.com
Website: https://ashcroftmode.com