Returns & Exchanges

SECTION 1 - Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.

You are entitled to remedies (such as refund or replacement) for items you purchase from Shiloh & Co. under Australian Consumer Law for breach of any of the ‘consumer guarantees’, including if the item is:

• faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or 
• Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or 
• Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase

For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remain in good physical condition, if we decide to return it. 

Prior to you returning your item, we will require you to contact us via the contact page with your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form. 

If we request you to return your item. A return address will be provided. 

If your refund request falls within our refund policy, we will pay for the return shipping, but you will need to pay it first, the product must arrive & a valid postal receipt must be shown to us, in order for us to pay for that - bank transfer or paypal will be our preferred form of paying for the extra shipping you have incurred returning your products. 

Once a refund has been processed, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time. 

SECTION 2 - Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us. 

SECTION 3 - Shipping

We will cover your return shipping costs if your product is faulty and you are asked to return it. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion.