Returns Policy
Change of Mind Policy
Okanui are happy to offer you a refund or exchange for a change of mind on most full price and reduced merchandise. Your item must be unused and in the same condition that you received it in the original packaging. The following change of mind timeframes apply:
- In store: 30 days from date of purchase.
- Online (Australia/New Zealand): 30 days from date of delivery.
- Online (International): 45 days from order placement.
Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframes can be returned for an exchange or full refund subject to the following conditions:
- Proof of purchase is accompanied with the returned merchandise;
- The merchandise is unworn, unwashed, unused and in its original condition with all tags intact.
- For swimwear and women's bodysuits, all hygiene stickers are intact.
- If entire order is returned, any free gift with promotion must be returned with original purchase for a full refund.
- Any discounts received at the time of purchase will be carried over.
Exceptions to change of mind policy
Our change of mind policy does not apply to the following merchandise:
-
Swimwear and Women's Bodysuits
Swimwear and Womens Bodysuits must be tried on wearing full briefs and returns will only be accepted in instances where the hygiene stickers and all tags are intact. All swimwear will be assessed prior to any returns being processed. - Gift Cards
- Any Item not in its original condition
Okanui items purchased from:
- Okanui Stockists online or in-store are subject to their individual returns policies and procedures.
- The Iconic are subject to The Iconic's returns policies and procedures.
Refunds (if Applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Items purchased via outlet/boxing day/new years sale are non refundable. Store credit will be issued for exchange on this items.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@okanui.com.
Consumer Guarantees
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at Australian Competition and Consumer Commission.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Merchandise marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail or in person in-store to be processed, in accordance with the process detailed below.
Online Cancellations and Order Amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts
- Full order cancellations
Faulty, damaged or incorrectly described items
When returning or exchanging a faulty, damaged or incorrectly described item, Okanui will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Okanui prior to sending goods back to us. Should you need further assistance regarding this process, please contact Okanui Customer Service.
How to Process a Return and/or Exchange
Australian & New Zealand Customers
To return your product, you should go to https://okanui.com/a/return and process your return/exchange. This will allow you to print off a FREE returns label to mail your product back to our warehouse.
International Customers
Please email support@okanui.com to assist you with your returns/exchanges.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Outlet Sale Returns
Items purchased online and in-store through the outlet sale are not eligible to be returned for a refund. Once items are exchanged and processed via our returns portal a gift card or exchange for same value will be issued.
