Refund policy

Return & Refund Policy for Fillav

1. Company Information

Store Name: Fillav
Business Address: 1 Wybalena Place, Jannali New South Wales 2226, Australia
Email: feleciareedxs593@gmail.com
Phone: 61403838280

2. Right of Cancellation & Return Eligibility

In accordance with Australian Consumer Law (ACL), you have the right to return your purchase within 30 calendar days from the day your package is delivered. To qualify for a valid return, your items must meet the following criteria:

The return request must be initiated within 30 days of delivery.
The item must be completely unused, unworn, unwashed, and in its original retail condition.
The product must be packed securely inside its original, undamaged retail packaging with all original labels and tags attached.
A valid proof of purchase (such as your digital order confirmation email) must accompany the return.

3. Return Process

To initiate a return, please follow these steps:

Contact our support team via email at feleciareedxs593@gmail.com or call us at 61403838280.
Provide your order number and briefly specify the reason for your return.
Our customer service team will review your request and reply with detailed instructions along with the designated return mailing address.
If your return is approved, a prepaid return shipping label will be issued to you via email at no charge.

Note: Please do not send items back to our business address without prior contact or explicit return authorization, as they cannot be processed.

4. Return Shipping Costs & Fees

Return shipping is 100% free for all eligible returns.
Customers will never be responsible for paying return postage, carrier handling fees, or administrative processing costs.
No restocking or administrative fees are ever deducted from your final refund amount.

5. Refund Policy

Once your return parcel arrives at our facility and passes our standard physical quality inspection:

Your refund will be initiated and completed within 14 business days.
Funds will be automatically returned to the original payment method used during checkout.
You will receive an automated email receipt confirming that the refund has been successfully dispatched. (Please note that your bank or financial institution may take an additional 3–5 business days to post the transaction to your statement).

6. Exchanges

Fillav does not offer direct product exchanges. If you require a different variant, alternative size, or a different item:

Return your original item using our free return procedure for a full refund.
Place a completely new order directly through our storefront at your convenience.

7. Damaged, Faulty, or Incorrect Items & Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your item arrives damaged in transit, displays a manufacturing fault, or is entirely incorrect:

Please email us at feleciareedxs593@gmail.com within 48 hours of delivery.
Include your order number, a brief description of the issue, and clear photos of the product fault along with the shipping box.
We will quickly arrange for a free replacement to be sent out or issue a full refund, including any applicable freight costs.