Refund policy
Returns and refunds
ETHEL RAEWYN CLIMENT accepts returns of unused items within 30 days of delivery. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in this policy limits those rights.
How to start a return
- Email service@ashlyhub.shop with your order number and the item you want to return.
- We reply within one business day with return instructions and the return address in Westlake, Australia.
- Send the item back within 14 days of our reply, in its original packaging where possible.
Condition of returned items
Change-of-mind returns must be unused, undamaged and in a resalable condition. For food safety and hygiene reasons we cannot accept thawed or opened seafood back unless it is faulty, unsafe or not as described.
Refunds
Once the return is received and checked, we refund the price of the goods to the original payment method within 5–10 business days. Original shipping is refunded only where the item was faulty or not as described. Return postage is paid by the customer for change-of-mind returns.
Damaged, thawed or faulty on arrival
If a parcel arrives damaged, warm, or leaking, email us within 48 hours of delivery with photographs of the packaging and the product. We will replace the item or refund it in full, including shipping, in line with your consumer guarantees.
Major failure
If a product has a major failure, you are entitled to a replacement or refund and to compensation for any reasonably foreseeable loss. If the failure is not major, we may repair or replace the item.
Lost in transit
If tracking shows no movement, or the parcel never arrives, contact us within 7 days of the expected delivery date. We open a carrier investigation and either resend the order or refund it.
Not returnable
Gift cards and products marked as final sale cannot be returned. This does not affect your statutory rights.
Questions? Write to service@ashlyhub.shop or call +61 479 052 831.