Refund policy

Returns

We accept returns on full-price items within 14 days of delivery, provided the item is:

  • unworn, unwashed, and in original condition

  • with all tags and packaging intact

  • free from marks, odour, or damage

To request a return, please contact us at info@thebrandvia.com with your order number and reason for return.
Returns sent without prior approval may not be accepted.

Customers are responsible for return shipping costs.
We recommend using a tracked service, as we are not responsible for items lost in transit.

Once received and inspected, approved returns will be issued as:

  • Store credit, or

  • Refund to original payment method (at our discretion)

Final Sale Items

Items marked SALE, CLEARANCE, or purchased with promotional discounts are final sale and not eligible for return or refund, unless deemed faulty under Australian Consumer Law.

Exchanges

We do not offer direct exchanges.
If you require a different size or item, please place a new order and follow the return process for your original purchase (if eligible).

Faulty or Incorrect Items

We take quality seriously. If you receive an item that is:

  • faulty, or

  • not what you ordered

please contact us within 7 days of delivery with photos and your order number.

If the item is confirmed faulty or incorrect, we will offer:

  • a replacement, or

  • a refund, in line with Australian Consumer Law.

What is Not Considered Faulty

The following are not considered faults:

  • minor variations in colour due to lighting or screen settings

  • slight measurement differences (up to 1–2cm tolerance)

  • natural fabric variations

Refund Processing Time

Refunds are processed once returned items are received and inspected.
Please allow 3–5 business days for processing, plus additional time for your bank or payment provider to reflect the funds.