RETURNS AND EXCHANGE POLICY

We hope you love your pieces from The Waiting Room. If something isn't quite right, we are here to help.

HOW TO START A RETURN

1. Contact us at admin@the-waitingroom.com.au with your order number and whether you would like an exchange or store credit.
2. Once your return request is approved, you will receive the return address and detailed instructions.
3. Include your name and order number inside the return package.

CONDITIONS FOR RETURNS AND EXCHANGES

- Items must be unwashed, unworn, and in original condition with tags attached and original packaging intact.
- Any stains, makeup marks, scents, or signs of wear will result in the return being denied.
- Returns must be initiated within 14 days of receiving your order.
- Each order is eligible for one return or exchange only.
- We issue store credit for approved returns. Store credit is valid for 360 days from the date of issue.
- We do not offer refunds for change of mind purchases.
- Sale items are final sale and are not eligible for returns or exchanges.
- Hair accessories are not eligible for returns or exchanges for sanitary reasons.
- We do not offer price matching under any circumstances.
- Original shipping costs are non-refundable.

IF YOUR RETURN IS NOT APPROVED

- Items that do not meet our return criteria will be returned to you.
- Shipping costs for returning non-compliant items are at your expense on a case by case basis.

ASSOCIATED COSTS

- Domestic exchanges and store credit: return shipping is covered by The Waiting Room. Shipping costs for new items being sent out are at the customer's expense.
- Domestic faulty or wrong item: all shipping costs are covered by The Waiting Room.
- International exchanges and store credit: return shipping is at the customer's expense. The Waiting Room will provide a complimentary shipping code for the new items being sent out.
- International faulty or wrong item: The Waiting Room will reimburse your return shipping cost once the item has been received and confirmed as faulty.

INTERNATIONAL RETURNS

- As we are unable to generate international return labels, you will need to organise return shipping from your local post office.
- We strongly recommend using a tracked shipping method and retaining proof of postage.
- Return parcels are your responsibility until they arrive at our postal address. We cannot process exchanges or store credit for parcels lost in transit.
- If your parcel is delayed, please contact your shipping provider directly.
- Customers are responsible for any customs duties, import taxes, VAT, or fees charged by their country. These are outside of our control and are not refundable.

FAULTY ITEMS

We are so sorry if you have received a faulty item. This is not a standard we accept.

- For domestic orders, we will cover all return and replacement shipping costs for approved faulty items.
- For international orders, we will reimburse your return shipping cost once the item has been received and confirmed as faulty.

DAMAGED IN TRANSIT

If your order has been damaged during delivery, this must be followed up directly with Aus Post as the responsible carrier. We recommend lodging a claim at auspost.com.au.

FOR FURTHER ASSISTANCE

Please contact us at admin@the-waitingroom.com.au and we will be happy to help.