UNIVERSAL STORE RETURNS POLICY

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

SHOPPING WITH UNIVERSAL STORE IS HASSLE-FREE

If you receive anything you are unhappy with for any reason, we'll help you with an exchange or refund if within 40 days from purchase. Before you return your items, make sure they are:

• in the same condition they were when you received them;
• not worn, washed or altered, have their original swing tags and are still in their original packaging;
• swimwear, underwear, and bodysuits must have hygiene stickers in tact; and
• not earrings or face masks. For hygiene reasons, we cannot accept returns for earrings or face masks.

RETURNING YOUR ORDER ONLINE

Online returns are even easier now with Australia Post Easy Returns.

If you are returning shoes, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. Your shoes will no longer be in a saleable condition and therefore ineligible for a refund.

Just click on the button below and follow the steps to get started.

Please ensure you include an acceptable proof of purchase for your items in the return package. This can be the original receipt or the invoice that came with your online order.

When your parcel arrives we will contact you and refund your order within 72 business hours. It may take up to 3-4 business days for your account to be credited.

RETURNING YOUR ORDER IN STORE

You can make your return or exchange in person at any of our Universal Store locations. Universal Store will not accept returns or exchanges on worn or damaged items. Items must be in a saleable condition.

Please ensure you bring an acceptable proof of purchase for your items. This can be the original receipt, invoice that came with your online order, your Afterpay or ZipPay app with the Order ID number or a bank statement.

EXCHANGING YOUR ORDER

Jump online and purchase the size or item that you are exchanging. This way you are guaranteed the item, and we can ship it to you straight away.

Send the items you're exchanging back using Australia Post Easy Returns & complete the returns form on the back of your invoice and securely package this with your returning items.

As soon as we receive your return we will process the refund within 72 business hours, and email you when the process is complete. 

RETURNING YOUR STORE PURCHASE ONLINE

For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.

In store purchases are not eligible for Australia Post Easy Returns as they will incur a postage fee.

Pack your items into a post bag. Include a note with your name, phone number, email, reason why you'd like an exchange or refund and either your bank details (BSB, Account Number and Account Name) or the email address linked to your PayPal account. If your instore purchase was made with Afterpay, we will also need your Afterpay Order ID Number to process the refund through Afterpay. Please include all required information with your return so we can arrange your refund without delay.

Post your returning parcel to:

Universal Store Returns

PO BOX 695

Virginia BC QLD 4014

As soon as we receive your return parcel we'll arrange your refund or exchange and let you know when the process is complete.

FAULTY ITEMS

If your order arrives faulty or damaged, contact Help within 48 hours. We'll do our best to resolve the situation as soon as possible.

If a fault appears in your product through normal wear, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.

Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Universal Store is not responsible for the processes or policies implemented by third party manufacturers.

If you are unsure about a faulty item or warranty repair, contact Help. We'll help you through the faulty returns or warranty repairs process.

FURTHER RETURNS INFO

If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Universal Store in the original unmarked packaging. If these items are returned in an unsatisfactory condition, Universal Store may not be able to offer a refund or an exchange.

Universal Store Returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 72 business hours. Our Help team will contact you when your transaction is being processed.

Please note that NO returns or exchanges can be made in person at our warehouse. Please Contact Help if you are having trouble returning your order.

Universal Store cannot accept cash on delivery returns.

SOME ITEMS EXCLUDED FROM EXCHANGE OR RETURN

Our E-Gift Cards and Physical Gift Cards are non-refundable.

Due to hygiene reasons, Universal Store will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to earrings, swimwear & face masks.

Universal Store does not accept returns or exchanges for change of mind on perishable items. Perishable items can only be returned if packaging arrives faulty, or product is mistakenly delivered outside of the use-by date marked.

A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:

• change of colour.
• change of style; and
• change of size.

A return or exchange due to a fault with the item is not a return or exchange for change of mind.

INTERNATIONAL RETURNS

Universal Store does not currently offer free exchanges or returns for international customers for change of mind. We will offer a refund on faulty products. Contact Help first. You may need to provide photographic evidence of the fault before we can finalise the refund. The transaction will be processed via the original payment method providing all of our refund policy conditions are met.

DENIM WARRANTY

Universal Store offers a 12 month warranty on all our denim brands. If your jeans exhibit a manufacturer's defect or fault within the first 12 months you may return them to Universal Store for an exchange or refund. The warranty does not cover rips extending or natural fading / discolouring. If you are unsure about whether your jeans qualify for the warranty return, Contact Help. We’ll help you through the faulty returns or warranty process.

WHAT WARRANTIES DO WE OFFER ON OUR ACCESSORIES RANGE?

All Universal Store suppliers offer manufacturer's warranties on their product range – each brand has different policies and timeframes specific to their product and supply chain. Manufacturer's warranty can only be claimed on defects that happened during manufacturing. Warranty claims require proof of purchase.

Manufacturer warranties do not cover ‘wear and tear' which is the expected decline in the product's condition from normal, everyday use. While brand warranties vary a lot in detail, for defective or faulty products, our suppliers will repair or replace goods (or part of them); resupply or fix a problem with services (or part of them); or provide compensation to the customer.

Refer to the guide below for brand-specific warranty periods:

*Watches: During the warranty period, watch movements, hands, and dials are the only components covered under warranty. These warranties do not cover the watch bands or clasps.