Refund policy
Returns & Refunds
At Etihana, we want you to genuinely love what you receive. If something isn’t quite right, we’ve made our returns process simple and straightforward.
Our Return Policy
Change-of-mind returns may be requested within 30 days of receiving your order.
This policy is in addition to your rights under the Australian Consumer Law (ACL) and does not limit those rights.
To qualify for a return:
- Items must be unused, unwashed, and in their original condition.
- Items must include all original packaging, tags, accessories, and inserts.
- Items must not show signs of wear, damage, misuse, or alteration.
- Proof of purchase (order confirmation or receipt) is required.
Etihana reserves the right to refuse returns that do not meet these conditions.
Return Costs
Faulty or Incorrect Items:
If your order arrives damaged, faulty, or incorrect, we’ll cover the full cost of return shipping.
After you contact us and your return is approved, we will provide a prepaid return label or reimburse reasonable return postage costs (as advised by our team).
Please email support@etihana.com with your order number, a brief explanation, and clear photos of the issue.
Change of Mind Returns:
If you’ve simply changed your mind or ordered the wrong item, return shipping costs will be the responsibility of the customer.
Return shipping costs paid by the customer are not refundable.
How to Start a Return
- Get in touch: Email us at support@etihana.com with your order number, a brief explanation of the return and any relevant photographs.
- Wait for Approval: our team will respond within 1-2 business days and will provide you with return instructions.
- Pack your item: Securely repackage the item in its original packaging, including all tags, accessories and inserts.
- Send it back: Ship the item using the method provided in your return instructions.
Return Labels
It is the customers responsibility to organise the return label.
For change-of-mind returns, you are responsible for organising and paying for return postage.
For faulty, damaged, or incorrect items, we will provide a prepaid label or reimburse reasonable return postage costs (as advised by our team).
Refunds
Please allow 2–3 business days for our team to inspect your item once it reaches our office.
Inspection time is counted in business days and excludes weekends and public holidays.
If approved, your refund will be processed to your original payment method only.
Once approved, refunds may take up to 7 business days to appear, depending on your bank or payment provider.
The total estimated processing time from the return safely reaching our office is approximately 7-10 business days for you to receive your refund (depending on your bank provider as above).
Shipping costs are non-refundable unless the item is faulty or incorrect.
Because we offer free shipping on orders within Australia, this refers to return shipping costs (change-of-mind) and any re-shipping fees where applicable (see “Unclaimed or Incorrect Address Parcels” below).
Restocking Fees
Etihana does not charge restocking fees.
Exchanges
If you need a different size, colour, or product:
- Exchanges depend on stock availability.
- For change-of-mind exchanges, return postage is the responsibility of the customer.
- For faulty or incorrect items, we will cover the return and replacement shipping.
Please contact us to arrange an exchange at support@etihana.com.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Items clearly marked as non-returnable on the product page;
- Any product that has been worn, washed, or used; and
- Clearance or final-sale items (when specified).
Always check the product description before purchasing.
This does not limit your rights under the ACL for faulty items.
Sale Items
Some sale items may be final sale and not eligible for return.
If this applies, it will always be clearly marked before purchase.
Final sale applies to change-of-mind returns only and does not affect your rights under the ACL for faulty items.
Unclaimed or Incorrect Address Parcels
If an order is returned to us due to:
- an incorrect or incomplete address, or
- the parcel not being collected
The customer is responsible for any re-shipping fees.
If you would like the order re-sent, we may charge a re-shipping fee to cover the cost of re-delivery.
Refunds for unclaimed parcels will be processed minus applicable shipping costs.
If you choose a refund instead of re-delivery, we may deduct any reasonable costs actually incurred due to return-to-sender and/or re-shipping (where applicable).
Need Help?
If you have any questions at all, we’re always happy to help.
Please see our contact details below.
Contact Information
Business Name: Etihana
Business Address: 5 Star Ave, Mermaid Beach, Gold Coast, QLD, 4218, Australia
Email: support@etihana.com
Phone: +61460717995
ABN: 23 532 863 580
Please note that customer support hours are Monday – Friday, 9:00 AM – 5:00 PM Australian Eastern Standard Time (AEST).
We aim to respond to all enquiries within 1–2 business days.