Refund policy

Chromaa – Refund & Return Policy

Last Updated: November 2025

Thank you for shopping with Chromaa.
Your satisfaction matters to us, and we aim to make every order a smooth and enjoyable experience. This Refund & Return Policy outlines your rights under Australian Consumer Law (ACL) and explains how returns, refunds, and replacements work for purchases made on chroma365.com.

By placing an order, you agree to the terms below.

1. Australian Consumer Law (ACL) Rights

Under the ACL, customers are entitled to a refund, repair, or replacement if a product is:

  • Faulty or defective

  • Significantly different from the description

  • Not fit for purpose

These rights apply regardless of our store policy.

We will always honour your ACL protections.

2. Change of Mind Returns

As Chromaa operates a dropshipping model, we do not offer refunds or returns for:

  • Change of mind

  • Incorrect size ordered

  • Colour variation due to screen differences

  • Items no longer needed

However, we may offer a goodwill exchange/store credit in some cases — at our discretion.

Please choose your products carefully and refer to size charts provided.

3. Eligibility for a Return or Refund

We can refund or replace an item if:

✔ The item arrives damaged

✔ The item is faulty or defective

✔ The item is incorrect (wrong colour, size, or product)

✔ The item is missing parts

Evidence Required:
To process a return/refund claim, please provide:

  • A clear photo or video of the item

  • The packaging (if damaged)

  • Your order number

  • A brief description of the issue

This must be submitted within 7 days of receiving the item.

4. Timeframes

4.1 Reporting a Problem

You must notify us within 7 days of delivery.

4.2 Processing Time

Once your claim is reviewed, we will provide a resolution within:

  • 2–5 business days for a damaged or faulty item

  • 5–10 business days for refund processing (depending on your payment provider)

4.3 Shipping Returns

Depending on the issue:

  • You may be asked to return the item

  • Or we may approve the refund without needing return shipping

  • Return shipping costs may apply unless the item is faulty

Our team will confirm your options.

5. Items Not Eligible for Return

For hygiene, safety, and supplier restrictions, the following cannot be returned unless faulty:

  • Earrings and jewellery

  • Intimates / innerwear

  • Beauty or personal-care items

  • Customised or personalised items

  • Clearance or final-sale items

  • Products damaged due to misuse

  • ALSO : includes the below

- Change of mind
- Wrong size ordered
- Normal wear & tear
- Damage from misuse
- Colour variations due to screens
- Clearance/sale items

6. Dropshipping Supply Chain Considerations

Since we use multiple global suppliers, returns must be directed according to where the item was fulfilled.
Our team will provide the correct return address and instructions once your claim is approved.

Please do not return items to our administrative office — they will not be accepted.

7. Order Cancellation

Orders may only be cancelled within 1 hour of purchase.
After this, orders enter processing and cannot be cancelled.

If the order has shipped, cancellation is no longer possible.

8. Refund Methods

Approved refunds are issued via the original payment method:

  • Credit/debit card

  • PayPal

  • Shop Pay / Shopify Payments

We do not issue cash refunds.

Store credits are valid for 12 months.

9. Lost or Delayed Packages

If tracking shows your package has not moved for 15+ business days, we will:

  • Contact the courier, and

  • Offer a replacement or refund if deemed lost

If the delivery address provided was incorrect, we cannot refund or replace the item.

10. Colour, Fabric & Sizing Variations

Due to variations in:

  • Lighting

  • Screens

  • Supplier batches

  • Hand-measured sizing tolerances

Slight differences may occur.

These are not considered faults.

11. Forced Returns (Return to Sender)

If a package returns due to:

  • Wrong address

  • Failure to collect

  • Refusal to accept delivery

Freight charges may apply to reship the order.

Refunds are not provided in these cases unless required by Australian law.

12. How to Request a Return or Refund

To lodge a request, email our support team with your order details:

Email: support@chroma365.com
Subject: Return/Refund Request – Order #xxxx

Include:

  • Order number

  • Photos/videos

  • Explanation of the issue

  • Preferred resolution (refund or replacement)

Our team will guide you through the steps.

13. Contact Us

If you have any questions about this policy or need support:

Chromaa – Customer Support
Email: support@chroma365.com
Website: https://chroma365.com