Refund & Return Policy

Returns, Refunds & Cancellations Policy

At Seabourne, we want you to feel confident when shopping with us.
If for any reason you’re not satisfied with your purchase, eligible items may be returned within 30 days of delivery, subject to the conditions outlined below.

1. Return Eligibility

Items are eligible for return if:

  • They are unused, unworn, and in their original condition

  • All original packaging, labels, and tags are intact

  • The item shows no signs of wear, damage, or misuse by the customer

  • The return has been approved in advance (see “How to Start a Return”)

A fitting comparable to trying an item on in a physical store is permitted.

If an item is faulty or damaged, you are entitled to a remedy under Australian and New Zealand consumer law. In such cases, restocking fees do not apply.

2. Items Not Eligible for Return

Returns are not accepted for:

  • Items with opened or broken hygiene seals

  • Personalised or custom-made products

  • Items damaged due to improper use

  • Underwear, shapewear, or bras where the hygiene seal has been removed

3. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.

To submit a report, please email hello@byseabourne.com with:

  • Your order number

  • Clear photos or videos of the item and the original packaging

  • A short description of the issue

Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, store credit, or another appropriate resolution, depending on the circumstances and the evidence provided.

Claims submitted after 14 days from delivery may no longer qualify for a free replacement or refund.

4. Return Costs & Warehouse Location

We do not offer free returns.

All returns must be shipped to our central warehouse in China.
Customers are fully responsible for:

  • Return shipping costs

  • Customs duties, taxes, and clearance fees

  • Selecting a shipping provider that supports customs clearance into China

  • Providing correct customs documentation

We are not responsible for returns that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.

5. Restocking Fee

A $25 AUD restocking fee per item applies to all approved returns to cover inspection, processing, and inventory handling.

This restocking fee also applies to:

  • Parcels refused upon delivery

  • Parcels not collected from the post office and automatically returned

Exceptions

The restocking fee may be waived if the item is confirmed to be faulty or damaged. These cases are reviewed individually by our support team.

6. Exchanges

Exchanges are offered once per order and are subject to availability.

Once an exchange has been processed, the replacement item is considered final and is not eligible for further returns, refunds, or exchanges.

7. How to Start a Return

To request a return, please email hello@byseabourne.com with the following details:

  • Order number

  • Item(s) you wish to return

  • Reason for the return

  • Clear photo or video (required for damaged or defective items)

  • Your full name and shipping address

Return Review & Processing

All return requests are subject to an initial processing and review period of 10–15 business days.
During this time, our returns team reviews the request, verifies order details, and determines eligibility in accordance with our Returns Policy.

If needed, we may contact you to request additional information or documentation to complete the review.
No return authorization, return address, or shipping instructions will be provided until the review has been completed and approved.

By submitting a return request, you acknowledge and agree to this processing timeframe.

Important Notes

⚠️ Do not send returns to the sender’s address.
Only returns sent to the address explicitly provided by our support team will be accepted.

We strongly recommend using a trackable shipping method.
The customer is responsible for ensuring the parcel clears customs successfully.

8. Cancellations

Orders may be cancelled within 30 minutes of being placed.

Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order.
You may still return the item after delivery in accordance with this policy.

Approved cancellation requests submitted after the 30-minute cancellation window may be subject to an 8% processing and restocking fee to cover payment processing, handling, and operational costs already incurred.

9. Refunds

Once your return is received and inspected at our warehouse:

  • You will receive a confirmation email

  • Approved refunds are issued to the original payment method

  • Please allow 5–10 business days for your bank or card provider to process the refund

If applicable, the $25 AUD restocking fee will be deducted from the refund amount, per item.

Please note:

  • Original shipping costs are non-refundable

  • Optional insured shipping selected at checkout is non-refundable

10. Promotional Discounts & Partial Returns

If your order included a promotional discount (such as Stack & Save or Buy 2, Get 1 Free) and you return part of your order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, not the items originally purchased.

Examples

Stack & Save:
If returning an item means you no longer meet the discount threshold, the discount is removed and your refund is adjusted accordingly.

Buy 2, Get 1 Free:
If an item is returned, the free item may be charged at its regular price and the refund recalculated.

A restocking fee may apply, and all return shipping costs remain the customer’s responsibility.

11. Failed Delivery, Refused or Uncollected Parcels

If a parcel is returned to us because:

  • It was refused upon delivery

  • It was not collected from the post office

  • An incorrect or incomplete address was provided

We reserve the right to deduct a $25 AUD restocking fee per item from any refund.

Alternatively, we may offer reshipment or store credit depending on the condition of the returned items.

12. Delivered & Lost Packages

Once a parcel is marked as delivered by the carrier, the delivery is considered complete.

Seabourne cannot be held responsible for packages that are lost or stolen after confirmed delivery. However, we will assist you in contacting the carrier and investigating the issue.

If the courier provides written confirmation of loss, store credit will be issued once official documentation is received.

13. Failed Delivery Due to Incorrect Address

If an order is returned due to an insufficient or incorrect address provided by the customer, the order may not be eligible for a refund.

Once the correct address is confirmed, we may offer reshipment or store credit depending on the condition of the returned items.

14. Changes to This Policy

Seabourne reserves the right to update or modify this Returns, Refunds & Cancellations Policy at any time.

Any changes take effect immediately upon publication on our website. We encourage customers to review this policy periodically.

COMPANY INFORMATION

Shop Name: Seabourne
Company Name: AMSTUDIO
Company Registration Number: 1012.190.248

Support hours:
Monday – Friday, 9:00 AM – 5:00 PM (AEDT)
Our customer service team usually replies within 12–24 hours on weekdays.

Email: hello@byseabourne.com
Tel.: +61480008483

Business address:
Mariastraat 12
8000 Brugge
Belgium

Warehouse address:
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China