We are a temporary pop-up store, offering a specially curated selection of New Zealand brands and styles. We therefore encourage our customers to choose carefully from the range of products available, as we do not facilitate Change of Mind returns or refunds.

This does not apply to any returns or refunds made in accordance with Consumer Guarantees, or otherwise as required under Australian Consumer Law or other applicable law. 

Our physical store will be trading from 6 May 2021 to 23 May 2021.

As a result of our limited timeframe retail environment, we hold only limited supply of stock and styles in store and our ability to offer returns and exchanges may be limited to this extent. Due to sanitary reasons, we also do not accept returns on beauty products, cosmetic products, headwear and hair accessories, underwear or jewellery. Where we are unable to provide you with a suitable exchange or replacement, we will provide you with a full refund for returns made in accordance with Consumer Guarantees, or otherwise as required by law.

Please note we reserve the right to refuse claims for refunds or returns if:

  • you are unable to provide proof of purchase (e.g. a receipt); or
  • you are unable to provide sufficient proof of your entitlement to refund or return under Australian Consumer Law or other applicable law.

Returns or refunds sought before 23 May 2021:

Returns or refunds sought under Australian Consumer Law or other applicable law while our store is still trading can be facilitated by returning the item in its full packaging and sale condition to our store at Chadstone Shopping Centre, where we will organise your return and exchange, or refund.

If you are unable to return to our physical store, please contact us. You may need to provide proof of your valid claim, such as by sending photos of the item and providing proof of purchase, e.g. your receipt. 

Please note that our ability to return and exchange items is limited by our stock levels, and we may only be able to provide you with a refund.

Returns or refunds sought after 23 May 2021:

If you wish to raise a valid return or refund claim under Australian Consumer Law or other applicable law after our store has ceased trading, you will need to contact us. You may need to provide proof of your valid claim, such as by sending photos of the item and providing proof of purchase, e.g. your receipt.

Depending on the nature of your claim and what is practical, we will either handle your claim directly by providing a refund or a return and exchange, or we will pass your claim to our partnered New Zealand retailer, who will facilitate your return or refund fully under Australian law.

Consumer Guarantees and Warranties:

Nothing in our returns and refunds policy is intended to replace, limit or exclude any of your rights or our obligations under the Australian Consumer Law. We provide the following additional information about your rights as a consumer, and our obligations to you, in accordance with Australian Consumer Law. More information about the Australian Consumer Law is available on the Australian Competition and Consumer Commission website: http://www.accc.gov.au.

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Retail Residency Pty Ltd, which cannot be excluded. The statutory guarantees include guarantees that the product:

  • is of acceptable quality;
  • is fit for any disclosed purpose; and
  • matches its description or sample.

If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law.

If a product has a major defect, you can choose a refund or exchange (depending on our ability to provide a replacement). A product has a major defect when it:

  • has a problem that would have stopped someone from buying the product if they had known about it;
  • is unsafe;
  • is significantly different from the description or a sample; or
  • does not do what we said it would, or what you asked for, and can’t be easily fixed.

You may need to provide proof of your valid claim, such as by sending photos of the item and providing proof of purchase, e.g. your receipt.

If you have any questions or concerns, please feel free to contact our friendly customer service team on email: discovernew@retailresidency.store

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