Customer Care
Refunds & Returns
We want you to love your bag! Here's the honest, straightforward version of how refunds work with us.
Australian Consumer Law
Faulty or damaged items are covered by your rights under Australian Consumer Law — and we honour them without hesitation.
Natural Canvas
Slight variations in colour and texture are part of the charm of natural cotton — no two bags are ever identical.
Questions?
hello@aeliirosenoosa.com.au
Change of Mind
As a small business, we're not able to offer refunds if you simply change your mind. We put a lot of care into each bag, and we're not big enough to absorb the cost of change-of-mind returns the way larger stores can — we hope you understand.
That said, we're always happy to chat if something isn't quite right, so please reach out.
Faulty or Damaged Bags
If your bag arrives faulty or damaged, we've got you covered — this is a right protected under Australian Consumer Law, and we take it seriously.
While we don't expect this to happen, if it does:
- Drop us an email with a few photos of the issue.
- We'll get back to you to sort things out — either a replacement or a refund, whichever works best for the situation.
- We'll arrange and cover the return shipping, so you're not out of pocket.
A Note on Colour
Every bag is made from natural cotton canvas, which means slight variations in colour and texture are part of the charm — no two bags are ever perfectly identical, and yours might look a touch different from the photos on our site.
This is completely normal and isn't considered a fault.
Questions?
If you're ever unsure whether something qualifies as a fault, just email us — we're real people and happy to help.
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