Refund policy
Return & Refund Policy
Last updated: 18 August 2026
At Ginbentlin, we want you to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges, refunds and faulty product claims are handled.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL) or any other applicable law that cannot lawfully be excluded.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Products supplied by Ginbentlin must, where required by law:
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be of acceptable quality;
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be fit for their usual purpose;
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be fit for any particular purpose made known to us before purchase;
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match their description;
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match any sample or model shown;
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be free from unacceptable defects;
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be safe and reasonably durable; and
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comply with any express representations or warranties we make.
Your rights under the Australian Consumer Law apply independently of, and in addition to, our voluntary return policy below.
Change of Mind Returns
In addition to your rights under the Australian Consumer Law, Ginbentlin offers a 30-day change of mind return period.
To request a change of mind return, you must contact us within 30 days of receiving your order.
To be eligible for a change of mind return, the item must:
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be unworn and unused;
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be clean and in its original condition;
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have all original tags attached, where applicable; and
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be returned with any original accessories or components supplied with it.
We may decline a voluntary change of mind return where an item has been worn, washed, altered, damaged after delivery, or otherwise returned in a condition that prevents it from being resold.
These conditions apply only to voluntary change of mind returns and do not limit your rights under the Australian Consumer Law in relation to faulty or non-compliant goods.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, unsafe, materially different from its description, or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law, please contact us at:
Please include your order number and a description of the issue. We may request photographs or other information to help us assess the product, where reasonably necessary.
A request for photographs or other information does not remove or limit your rights under the Australian Consumer Law.
We are entitled to reasonably assess the product before determining the appropriate remedy.
Major Problems
A product may have a major problem where, for example:
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it is unsafe;
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it is substantially different from its description, sample or representation;
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it has a serious problem, or multiple problems, that would have prevented a reasonable consumer from buying it had they known about them;
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it cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or
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it cannot be used for a particular purpose that you made known to us before purchasing and the problem cannot easily be fixed within a reasonable time.
Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between:
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a replacement; or
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a refund.
You may also be entitled to keep the product and receive compensation for the reduction in its value.
Where required by law, you may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.
Minor Problems
Where a product has a problem that is not major, we may choose to provide an appropriate remedy, such as a repair or other remedy permitted under the Australian Consumer Law.
If the problem cannot be remedied within a reasonable time, you may become entitled to a replacement, refund or another remedy available under the Australian Consumer Law.
No Fixed Time Limit for Australian Consumer Law Rights
The 30-day change of mind period described in this policy does not apply to claims made under the Australian Consumer Law.
Consumer guarantee rights do not automatically expire after 30 days or at the end of any voluntary warranty period.
Whether a product meets the consumer guarantees depends on matters including the type of product, its price, quality, intended use and the period of time a reasonable consumer would expect the product to remain in acceptable condition.
Proof of Purchase
We may request reasonable proof that the product was purchased from Ginbentlin.
Proof of purchase may include:
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an order confirmation;
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an order number;
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an email receipt;
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a payment record; or
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another reasonable record showing that the purchase was made from us.
Original packaging is not required when exercising rights relating to a faulty product under the Australian Consumer Law.
Return Shipping
Change of Mind
For an approved voluntary change of mind return, return shipping costs are generally the responsibility of the customer unless we agree otherwise.
We recommend using a trackable shipping service and keeping your postage receipt until your return has been completed.
Faulty or Non-Compliant Products
If a returned product is confirmed to have a problem covered by the Australian Consumer Law, Ginbentlin will reimburse reasonable return postage or transportation costs where required by law.
For products that are large, heavy or otherwise difficult to return, we will arrange collection or another appropriate return method where required under the Australian Consumer Law.
How to Start a Return
Before returning an item, please contact:
Include:
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your full name;
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your order number;
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the item you wish to return;
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the reason for the return; and
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any relevant information about the issue.
Our customer support team will provide the appropriate return instructions and return address.
Please do not send a return without first contacting us, as this may delay the processing of your return.
This requirement does not limit any rights you may have under the Australian Consumer Law.
Exchanges
Where eligible, you may request an exchange for another size or item.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we will discuss the available alternatives with you.
Where the product fails to comply with the Australian Consumer Law, your statutory rights take priority over our voluntary exchange procedures.
Refunds
Once a return has been received and assessed, we will notify you of the outcome.
Where a refund is approved, the refund will generally be issued to the same payment method used for the original transaction, unless you agree to another method.
For refunds required under the Australian Consumer Law, we will provide the refund in accordance with our legal obligations.
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.
Original Delivery Charges
For voluntary change of mind returns, original delivery charges are not normally refundable unless we state otherwise.
Where a refund, reimbursement of delivery costs or other remedy is required under the Australian Consumer Law, your statutory rights will apply regardless of this voluntary change of mind rule.
Sale and Promotional Items
Purchasing an item during a sale, promotion, discount or special offer does not remove your rights under the Australian Consumer Law.
If a discounted or promotional item fails to comply with a consumer guarantee, you may still be entitled to the remedies provided by law.
Any restrictions we place on voluntary change of mind returns will not affect these statutory rights.
Items Damaged After Delivery
Consumer guarantees may not apply where a problem was caused by:
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misuse of the product;
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abnormal use;
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accidental damage occurring after delivery;
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failure to take reasonable care of the product; or
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use contrary to reasonable instructions supplied with the product.
This does not affect rights relating to faults or problems that existed at the time of supply or otherwise arise under the Australian Consumer Law.
Known Faults
Consumer guarantee remedies may not be available for a particular defect if that specific defect was clearly disclosed to you before purchase and you purchased the product with knowledge of that defect.
Your rights may still apply to a different fault or problem that was not disclosed.
Cancelled Orders
If you wish to cancel an order, contact us as soon as possible at sales@Ginbentlin.store.
If your order has not yet entered processing or dispatch, we may be able to cancel it.
If the order has already been processed or dispatched, cancellation may no longer be possible and the applicable return process will apply after delivery.
Nothing in this section limits any cancellation, refund or other rights available under applicable Australian law.
Refunds for Orders We Cannot Supply
If we are unable to supply an item you have purchased, we will provide an appropriate solution in accordance with Australian Consumer Law and any other applicable laws.
Depending on the circumstances, this may include a replacement, alternative arrangement or refund.
Contact Us
If you have any questions about a return, refund, exchange or consumer guarantee claim, please contact:
Ginbentlin Customer Support
Email: sales@Ginbentlin.store
Website: Ginbentlin.store
We aim to deal with return and refund requests fairly, promptly and in accordance with applicable Australian consumer law.
Legal Rights
This policy is intended to operate alongside the Competition and Consumer Act 2010 (Cth), including Schedule 2 — the Australian Consumer Law, and applicable State and Territory consumer protection legislation.
If any provision of this policy conflicts with a right or remedy that cannot legally be excluded, restricted or modified, the applicable law will prevail.