Refund policy

Refund, Returns & Cancellation Policy – Scrubs Club

At Scrubs Club, your satisfaction is our priority. We aim to make your shopping experience as easy and transparent as possible. This policy outlines how we handle refunds, returns, exchanges, and cancellations in accordance with the Australian Consumer Law (ACL).

1. Change of Mind Returns

If you change your mind about your purchase, we’re happy to offer a store credit or refund, provided the following conditions are met:

  • You contact us within 14 days of receiving your order.

  • The item is unworn, unwashed, undamaged, and still in its original packaging with all tags attached.

  • You have proof of purchase.

Important:

  • All postage costs for change-of-mind returns are the responsibility of the customer.

  • Scrubs Club is not responsible for any items lost or damaged in transit when returned, so we recommend using a tracked postal service.

  • Refunds for change-of-mind returns will exclude the original shipping fee.

2. Damaged, Defective, or Incorrect Items

We carefully check all items before shipping. However, if you receive a damaged, faulty, or incorrect product, please contact us within 7 days of delivery at [your email], including clear photos of the issue.

Depending on the situation, we may:

  • Offer a replacement product,

  • Provide a store credit, or

  • Issue a refund.

Scrubs Club will cover the return postage cost for approved damaged, defective, or incorrect items.

If a return is required, you must send the item back within 30 days of delivery and follow the Return Process outlined below.

3. Cancellation of Orders

You may cancel your order within 7 days of placing it for a full refund.
After 7 days, cancellations will incur a 10% processing and restocking fee to cover administrative costs.

4. Cancellation of Your Order After Shipping

If your order has already been shipped, we can only accept a return for change of mind if you:

  • Contact us within 14 days of receiving your order,

  • Keep the goods entirely undamaged and unopened,

  • Ensure packaging is in its original condition, and

  • Follow all procedures outlined in the Return Process section.

All returned items must be:
a) Returned in their entirety and unopened,
b) In their original state, and
c) In perfect condition for resale.

Once your return has been approved, it must be shipped back within 14 days.
A 20% handling and restocking fee will apply, along with any additional expenses incurred.
You are responsible for all costs related to the return, including the original shipping costs.

Refunds will be processed once items are received and inspected to ensure they meet our return requirements.

5. Returning Goods

a) Incorrect Goods:
If you receive an incorrect item, contact us within 7 days with your order number and photos. We will guide you through the process and provide instructions.

b) Damaged or Defective Goods:
If an item is damaged or defective, contact us within 7 days with clear photos. Depending on the issue, we may request the item be sent back for inspection.
All returns must be shipped within 30 days of delivery following our Return Process.
If the returned item is found to be faulty or defective (through no fault of your own), return shipping fees will be reimbursed.

At our discretion, we will either:

  • Repair and return the product,

  • Replace it, or

  • Provide a refund or store credit.

Scrubs Club’s liability for any defect or damage to the goods is limited to the maximum extent permitted by law. We are not responsible for faults caused by:

  • Improper care or storage,

  • Use for unintended purposes,

  • Continued use after a defect was noticed, or

  • Failure to follow product care instructions.

Note: Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for major faults. These rights cannot be excluded.

6. Return to Sender (RTS), Refused Delivery, or Undeliverable Orders

If your order is returned to us because of:

  • An incorrect or incomplete shipping address,

  • Refusal to accept delivery, or

  • Failure to collect the parcel,

A 15% restocking fee will apply.
Alternatively, you may request re-delivery at your own expense, including any additional storage or handling costs.

Scrubs Club recommends that all deliveries be signed for or photographed upon delivery.
If a third-party freight provider marks an order as delivered but you cannot locate it, you must contact the delivery service directly to resolve the matter.

7. Used or Opened Goods

We cannot accept returns for items that have been opened, used, or are not in resalable condition. All returned items must appear brand new, with no signs of wear, damage, or alteration.

8. Legal Notice

This policy is designed to comply with the Australian Consumer Law (ACL), which provides you with statutory rights and protections.
Nothing in this policy is intended to override your legal rights under the ACL.

Scrubs Club reserves the right to refuse returns, refunds, or replacements that do not comply with the terms above or where misuse or damage has occurred after delivery.
Scrubs Club is not liable for any costs, losses, or damages beyond those required by law.

9. Return Process

To start a return, please email sc.scrubclub@gmail.com with:

  • Your order number,

  • Reason for return, and

  • Supporting photos (if applicable).

Once approved, you’ll receive a return address and instructions.
All returns must be shipped within the stated timeframe to remain eligible.