Refund policy

Returns & Refund Policy

Last updated: August 2026

At 168me, every piece is thoughtfully handmade with care and attention to detail. Because many of our products are individually handcrafted, slight variations in colour, pattern placement, stitching or finish may naturally occur. These small differences are part of what makes each handmade piece unique and are not considered faults where they do not affect the quality or intended use of the product.

We want you to feel confident when shopping with us. This Returns & Refund Policy explains how we handle returns, exchanges and refunds while respecting your rights under the Australian Consumer Law (ACL).

1. Change of Mind

Please choose your items carefully, as we do not offer refunds for change of mind.

However, we understand that sometimes things do not work out as expected. At our discretion, we may offer an exchange for eligible items within 7 days of delivery, provided that:

The item is unused, unworn and in its original condition.
All original packaging and tags, where applicable, are included.
The item shows no signs of wear, use, damage or alteration.
You contact us before returning the item.
The customer is responsible for return postage and any postage costs associated with sending the replacement item.

Please contact us before sending a return. Items returned without prior approval may not be accepted.

Our change-of-mind policy does not limit any rights you may have under the Australian Consumer Law.

2. Faulty, Damaged or Incorrect Items

We take great care when making and preparing your order. If you believe an item you have received is faulty, damaged, incorrect or does not match its description, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

Your order number.
A brief description of the problem.
Clear photographs showing the item and the issue.

We may request additional information where reasonably necessary to assess the problem.

Your rights regarding faulty or defective products are protected by the Australian Consumer Law and are not limited to a specific number of days under this policy.

If a product has a major problem, you are entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

If the problem is minor, we will provide an appropriate remedy within a reasonable time in accordance with our obligations under the Australian Consumer Law.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will also reimburse reasonable return postage costs where required by law.

3. Handmade Product Variations

As 168me products are handmade, no two pieces may be exactly the same.

Minor variations may include:

Fabric pattern placement.
Colour appearance.
Stitching or finishing.
Shape or dimensions.
Placement of handmade details.

These natural variations are part of the character of handmade products and will not normally be considered a fault where the product remains of acceptable quality, matches its description and is fit for its intended purpose.

Please also note that colours may appear slightly different depending on your screen or device settings.

Nothing in this section excludes your rights under the Australian Consumer Law.

4. Hair Accessories & Hygiene

For hygiene reasons, we generally do not accept change-of-mind returns or exchanges on hair accessories that have been worn or used.

This does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, unsafe, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee, you may still be entitled to a remedy.

5. Custom & Personalised Items

Custom-made and personalised products cannot be returned or exchanged for change of mind.

This includes products that have been specifically made, altered or personalised according to your request.

Your rights under the Australian Consumer Law continue to apply if a custom or personalised item is faulty or otherwise fails to meet an applicable consumer guarantee.

6. Sale Items

Sale or discounted items are generally not eligible for a change-of-mind refund.

However, purchasing an item on sale does not remove your rights under the Australian Consumer Law. If a sale item is faulty or otherwise fails to meet an applicable consumer guarantee, you may still be entitled to a repair, replacement, refund or other remedy as required by law.

7. Return Shipping Costs

For approved change-of-mind exchanges, the customer is responsible for return postage and the cost of sending the replacement item.

For products that are confirmed to have a problem covered by the Australian Consumer Law, 168me will reimburse reasonable return postage costs where required by law.

We recommend using a trackable postage service when returning an item, as we cannot be responsible for change-of-mind returns that are lost in transit.

8. Refunds

Once a refund has been approved, it will be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

Where a refund is required under the Australian Consumer Law, any applicable shipping charges will be handled in accordance with our legal obligations.

9. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, if a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or compensation as provided by law.