Return & Refund Policy

RETURN & REFUND POLICY Last updated: 18/03/2026

1. Our Commitment to You At Cole Sydney, your satisfaction is our priority. This policy is provided in accordance with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Your rights under the ACL cannot be excluded, restricted, or modified.

2. Australian Consumer Law – Statutory Guarantees Under the ACL, our products come with guarantees that cannot be excluded. You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These guarantees apply in addition to our voluntary return policy below.

3. Our Voluntary 30-Day Money-Back Guarantee In addition to your statutory rights, we offer a 30-Day Money-Back Guarantee, which means you have 30 days after receiving your item to request a return for change-of-mind reasons.

To be eligible for a voluntary return, your item must be:

  • Unworn, unwashed, and undamaged – in the same condition as received
  • With all original tags attached
  • In its original packaging
  • Accompanied by proof of purchase (order confirmation or receipt)

4. How to Start a Return To initiate a return, please contact us at info@cole-sydney.com with your order number and reason for return. If your return is accepted, we will send you instructions on how and where to send your package. All approved returns must be sent to our Australian warehouse at the following address:

5 Boronia Parade, Lugarno NSW 2210, Australia

Items sent back to us without first requesting a return will not be accepted.

5. Return Shipping Costs Return shipping costs are the responsibility of the customer for change-of-mind returns. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

If your item arrives faulty, damaged, or incorrect, Cole Sydney will cover all return shipping costs in full, as required under the ACL.

6. Faulty or Incorrect Items – ACL Rights Please inspect your order upon receipt and contact us immediately at info@cole-sydney.com if the item is defective, damaged, or if you received the wrong product. Please include your order number and a photo of the issue.

Where a product has a major failure under the ACL (e.g. it is unsafe, significantly different from its description, or would not have been purchased if you had known about the problem), you may choose between a full refund, replacement, or repair. Where a product has a minor failure, we may offer a repair, replacement, or refund. We will resolve any such issue as quickly as possible at no cost to you.

7. Non-Returnable Items The following items cannot be returned for change-of-mind reasons:

  • Sale items and gift cards
  • Personalised or custom-made items
  • Items that have been worn, washed, or damaged after delivery

Please note: these exclusions do not limit your rights under the ACL in the case of a genuine product fault or statutory guarantee failure.

8. Exchanges The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order separately. Please contact us to initiate this process.

9. Refunds Once we have received and inspected your return, we will notify you of whether your refund has been approved. If approved, your refund will be processed automatically to your original payment method within 5 business days. Please allow additional time for your bank or credit card provider to post the refund.

If more than 10 business days have passed since your return was approved and you have not received your refund, please contact us at info@cole-sydney.com.

10. Contact Information

Store name: Cole Sydney
Company name: Rocket Enterprise Limited
Company Address: 28 Ferry Street, Unit 1005, 10F Boss Commercial Centre, Yau Ma Tei, Kowloon, Hong Kong
Warehouse Address: 5 Boronia Parade, Lugarno NSW 2210, Australia
Company number: 71670123

Email: info@cole-sydney.com
Phone number: ‪‪+61 285996169

Customer service hours
Monday to Sunday: 9am–6pm AEST/AEDT (Sydney time)

For any questions, please visit our Contact page.

We aim to respond to your inquiries within 24 hours.

We aim to respond to your inquiries within 24 hours.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth).