Refund policy

REFUND POLICY

Last updated: 23 July 2026

At Cairnvale, we want you to shop with confidence. If something isn't right with your order, we're here to help.

This Refund Policy explains when you may be eligible for a return, replacement, exchange or refund for purchases made through www.cairnvale.com.

Returns

If you wish to return an item, please contact us within 30 days of receiving your order at support@cairnvale.com.

To be eligible for a return, the item must:

  • Be unused and in its original condition;

  • Be returned with all original packaging where reasonably possible; and

  • Not be damaged due to misuse, improper handling, or normal wear and tear.

Please do not return any items without first contacting our customer support team.

Change of Mind Returns

We do not accept returns or provide refunds for change of mind unless required by the Australian Consumer Law.

If we choose to accept a change of mind return, the item must be unused, in its original packaging, and approved by our support team before being returned.

Return shipping costs for approved change of mind returns are the responsibility of the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible at support@cairnvale.com.

Please include:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the product;

  • Clear photographs of the packaging; and

  • A photograph of the shipping label.

We will investigate the issue and provide an appropriate solution, which may include a replacement, repair, refund, or another suitable remedy.

Missing Items

If an item is missing from your order, please contact us within 7 days of delivery.

Please include:

  • Your order number;

  • Photographs of all items received;

  • Photographs of the packaging; and

  • A photograph of the shipping label.

We will investigate the matter and provide an appropriate resolution.

Exchanges

We do not offer direct exchanges.

If an exchange is approved, we may instead provide a replacement item where appropriate.

Return Shipping

Where a return has been approved, we will provide return instructions.

Unless required by the Australian Consumer Law or otherwise agreed by Cairnvale, customers are responsible for return shipping costs.

We recommend using a tracked shipping service when returning an item, as we cannot accept responsibility for returns that are lost in transit.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, refunds will be processed to your original payment method.

Please allow up to 10 business days for your refund to be processed. Depending on your bank or payment provider, it may take additional time before the refund appears in your account.

Late or Missing Refunds

If you have not received your refund after the processing period:

  • Check your bank account again;

  • Contact your credit card provider or payment provider;

  • Contact your bank, as processing times may vary.

If you still have not received your refund, please contact us at support@cairnvale.com.

Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies available to you under the Australian Consumer Law.

Where a product fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, or refund depending on the nature of the problem.

Contact Information

For questions regarding returns, refunds, or exchanges, please contact:

CairnVale Customer Support

Email: support@cairnvale.com

Website: www.cairnvale.com

We aim to respond to all enquiries within 1–2 business days.