Refund & Returns Policy

Last updated: 4 August 2025

Thank you for shopping at Ermandie. We value our customers and strive to ensure you are satisfied with your purchase. This policy outlines the conditions under which refunds and returns are processed.

This Refund Policy should be read in conjunction with our Terms of Service. By making a purchase on www.ermandie.com, you agree to the terms of this policy.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

This policy is not intended to replace, limit or exclude any of your rights under the Australian Consumer Law.

Change of Mind Returns

We want you to be happy with your purchase. If you have a change of mind, we are pleased to offer a store credit or exchange, provided the following conditions are met:

You initiate the return within 30 days of receiving your order.

The item is in its original, saleable condition: unused, unworn, and with all original tags and packaging intact.

You provide proof of purchase (e.g., your order confirmation email or invoice).

To initiate a change of mind return, please contact us at info@ermandie.com.

Please note:

Original shipping costs are non-refundable.

The cost of return shipping is the responsibility of the customer. We recommend using a trackable shipping service, as we are not liable for lost or damaged return items.

Refunds to the original payment method for change of mind returns are not offered. You will be provided with a store credit to the value of the item(s) returned.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, has been damaged in transit, or is not the item you ordered, please contact us at info@ermandie.com within 7 days of receipt.

Please include your payment receipt number or invoice number, a description of the issue, and photographic evidence of the fault, damage, or incorrect item.

We will assess your claim, and if the item is confirmed to be faulty, damaged, or incorrect, we will provide a remedy in accordance with the Australian Consumer Law. This may be a replacement, a repair, or a full refund (including any shipping costs). We will cover the cost of return shipping for any item deemed to be faulty.

Exclusions / Non-Returnable Items

Please note that for hygiene and other reasons, the following items are generally not eligible for return, unless they are faulty:

Gift cards

Sale or clearance items (change of mind returns are not accepted on these items)

Digital products or downloadable content

Personal items (such as earrings or swimwear, where applicable)

How to Process a Return

Contact Us: To begin the return process, please email our customer service team at info@ermandie.com. Provide your name, order number, the item(s) you wish to return, and the reason for the return.

Await Authorisation: Do not send items back without first receiving a Return Authorisation (RA) number and further instructions from our team.

Package Your Item: Securely package the item in its original packaging. Please include your proof of purchase and the RA number provided.

Ship Your Return: Send the package to the address provided by our customer service team. We strongly advise using a trackable shipping method.

Processing Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that processing times can vary between payment providers.

If you are receiving a store credit, it will be issued to you via email in the form of a digital gift card.

Questions

If you have any questions about our Refund Policy, please do not hesitate to contact us at:

info@ermandie.com