Refund And Returns Policy

AT PSICHORA, WE VALUE THE TRUST OF OUR CUSTOMERS AND WORK HARD TO ESTABLISH A HEALTHY AND MUTUALLY BENEFICIAL RELATIONSHIPS WITH OUR ECARF COMMUNITY.

We do our best to provide you with the best shopping, service and the overall site visiting experience by carefully inspecting every scarf before packing/shipping it to your order – this ensures we provide each item in pristine condition.

We partner with trusted shipping company Australia Post who ensure fast yet ethical delivery of our products to your door.

We are people just like you, and even if everything is done responsibly on our part, unfortunately, unpleasant things happen. Knowing this, we provide you with detailed descriptions of these unwanted situations and how to resolve them.

If you have questions regarding the Order you placed with us, please refer to our FAQ page first – this can be the easiest way to find the answers. Alternately, please email our customer support using the@psichora.com.au address.

• Return Policy
• Dead on Arrival (DOA)
• Change of Mind
• Faulty Products
• Clear Defects or Damage
• Cancellation Policy

INTERNATIONAL RETURNS & CUSTOMS RESPONSIBILITIES

For international customers, return shipping costs are the responsibility of the customer unless the item is confirmed as Faulty after inspection. PSICHORA does not cover the cost of international return postage for Change of Mind or Non‑faulty returns.

If a parcel is returned to PSICHORA because customs duties, VAT, or import taxes were not paid by the customer, any fees charged to PSICHORA by AU Post or local customs authorities will be deducted from the refund amount.

Shipping fees (both domestic and international) are non‑refundable once an order has been dispatched.

RETURN POLICY

At PSICHORA we are happy to propose a 14-days return policy for all fully priced scarves, applicable to customers worldwide. This means you have 14 days since receiving your item for requesting a return if conditions are being met. Please read further.

Once an order has been approved for return via email confirmation, it must be returned to us within 30 days of delivery confirmation in Australia or 45 days worldwide.

All our scarves are thoroughly selected accordingly to the highest industry standards of the best world manufacturers and have been individually second-time checked prior to shipping what eliminates chances of sending wrong or damaged items to our treasured customers.

Please note that SALE items are final and cannot be refunded.

We also enclose a printed confirmation of the scarf/scarves selection along with the Order description as it is seen on a Check Out Page for each shipment what comes as an extra security measure for eliminating chances of mistakes related to product selection. However, please inspect your order upon reception and contact us immediately if, by an unforeseen circumstances,  the item you received isn’t the one/s you have selected to your order so we can evaluate the issue and make it right. Please rest assured, we will seek any possible solution of healthy compromise which wouldn’t leave you unsatisfied.

Subject to the Consumer Guarantees outlined below, scarves returned for change of mind within the above timeframes can be returned for a full refund subject to the following conditions:

• Proof of purchase is accompanied with the returned scarf;
• The scarf is unworn, unwashed, unused and in its original condition with all tags intact.
• Promotional discounts received at the time of initial purchase will be honoured, as long as the new item is of equal or higher value.
• Scarves sold at significantly reduced prices (50% or more) are final and cannot be changed or returned.

CLEAR DEFECTS OR DAMAGE:

At PSICHORA we carefully check every item when preparing an order shipment – this ensures that we provide each item in perfect, pristine condition with a care label and care information list – this gives us confidence that we have met our part of the job responsibly. By doing these we also helped you to have your loved scarf/shawl retaining its fresh look for many years to come. From this moment onward it is your sole responsibility in following the care instructions.

Therefore, any item damaged outside the definitions of Faulty and due to buyer’s negligence and misuse will not be considered Faulty – such item will be determined to be Damaged and will not be considered a subject eligible for a refund.

SALE items are final sales and not eligible for refund.

DEFINITIONS OF FAULTY

Manufacturing defects related to a scarf/ shawl:

• printing: evidence of a missing or an “empty” area that appears alien to a pattern or design element and exposes the natural white colour of the underlying/base fabric;
• finishing: there are missing/unstitched areas along the edges of the scarf;
• fabric consistency: the main fabric of the scarf shows signs of woven defects that are alien to the general appearance of the fabric weave;
• the delivered scarf/ shawl does not match the original scarf/ shawl pattern as it is seen on a product page;
• and/or the delivered colour selection does not match the selected to the order;
• and/or delivered fabric composition does not coordinate with the stated on a product/scarf page;
• or the fabric weave kind of the delivered scarf/ shawl does not correspond to the fabric weave stated on the product description page of the scarf/ shawl.

If, upon the live inspection, the product/scarf has been confirmed as a Faulty, PSICHORA will issue a shipment fee compensation in addition to the scarf price refund via the original way of payment. You will see the total sum of money within 3-5 days.

HOW TO LOFGE A RETURN CLAIM:

Access My Account and request a return. Fill up the form with a description of the fault with your product and provide photos/short video-records best showcasing the fault/s.

Our team will review your case and reach out to you as soon as possible.

Please note that SALE items are final sales and cannot be refunded.

If the item/scarf is found to be Faulty after the initial virtual inspection, we will issue you a Return Authorisation Number and a Return Label.

If we issue you a Return Authorisation Number, please clearly print it on the outside of the package when returning your product to us. By issuing you with a Return Authorisation Number, we do not guarantee that you will be entitled to have your product refunded – the final live assessment of a product is still required.

Once we receive your return and have inspected the item for defects defined as Faulty and found them to be present, we will issue a refund.

If the item is not found to be Faulty, it will be returned to you (delivery costs to be paid by the customer) and you will be charged a 20% service fee. Alternatively, if you no longer wish to have this item, you can request a restock – the information regarding deducted amount will be provided and it will be inclusive of all expenses associated with a product packaging, shipment cost, taxes and order handling.

As an equal part of the world created on the basis of mutually accepted responsibilities and opportunities, we believe that the client/buyer cannot cancel an already placed/processed order or demand an immediate refund before any evaluation action has been taken by PSICHORA team. At PSICHORA we must be able to identify/assess and resolve the problem through fair trade rules and services, ensuring that the rights of both parties are respected and a mutually beneficial solution is achieved.

EXCHANGES

Due to inventory regulations, we do not offer exchanges – once any purchase issue has been resolved, we refund your money via the original way of payment and you will be able to place your next order with us.

DEAD ON ARRIVAL (DOA)

If your product is dead on arrival (the shipment bag and the product packaging are being heavily damaged/ squeezed/ teared in pieces what created major damaging impact on the scarf itself), please take a photo evidence in a presence of a courier (if it is possible) and contact us ASAP within 14 days of parcel delivery. We will not process any claims lodged 14 days after the delivery date.

If a DOA item is returned from an international destination, any customs or import fees charged to PSICHORA during the return process will be deducted from the refund unless the item is confirmed as Faulty.

Dead on ARRIVAL (DOA) Process:

Access My Account and request a return. Fill up the form with a clear description and photos and/or a short video demonstrating the condition of the received package and of the product’s damage/s if any.

Our team will assess the DOA claim and forward your claim to the courier on your behalf.

If the claim is valid, your order will be refunded (right after the DOA item returned to us). The clear refund information will be provided.

CHANGE OF MIND

Change of Mind (COM) returns – the buyer will be responsible for any shipping costs incurred.

A return request is submitted via My account within 14 days of receiving your order.

All product packaging, documentation (boxes, manuals, gift cards, etc.) and certificates of authenticity, grading and appraisal, as well as accessories must be returned with the return products. The product/s and its packaging must be in unopened/ sealed condition.

The product/s must be in original and unopened /unworn condition.

The returned item must be shipped using a trackable courier service. Please email us the tracking number once your COM item has been shipped. The item will not be considered as ‘returned’ until it has been received and checked for the stated requirements.

Please ensure that the returned item is safely protected and securely packed. If the item is found to be dead on arrival or damaged in transit due to an insufficient packaging protection, a deduction fee will be charged based on the condition of the item.

If you return only certain items purchased in bundle deals or multi-buy promotions, any items you don’t return will be charged at full price and this will be reflected on the refund amount.

International customers are responsible for any customs duties, VAT, or import taxes charged by their country. These fees are not collected by PSICHORA at checkout and are not refundable by PSICHORA under any circumstances.

We are always here to help. If you have any questions please reach out to our customer care team via the@psichora.com.au and we will respond to you shortly.

We are happy to provide our 14 Days No Hassle Return Policy and Satisfaction Guarantee Australia wide and 30 days from order placement for our New Zealand customers. A refund back to the original form of payment will be issued after the product is returned and is confirmed as Free of damage.

If you would like to return your order or item, please contact us at the@psichora.com.au or request return on My Account page.

WHAT DO YOU NEED FOR THE REFUND CLAIM?

• Order number
• Item/s you wish to return (or just indicate the entire order if it included a single item)
• Reason for the return
• Detailed description and clearly presented high resolution visual evidence of defects associated with Faults in attachments.
• Preference of refund: using the original payment’s method or in-store credit.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Due to inventory regulations, we do not offer exchanges – once any purchase issue has been resolved, we refund your money via the original way of payment and you will be able to place your next order with us.

ORDER CANCELLATION POLICY

At PSICHORA, orders cannot be cancelled once they have been processed or dispatched.
As a small‑batch, artisan brand, each order is prepared with care and often packed shortly after placement.

If you wish to request a cancellation before your order has been processed, please contact us immediately via email at the@psichora.com.au.
Cancellations are not guaranteed and will be assessed on a case‑by‑case basis.

Once an order has entered processing, packing, or shipment stages, it is no longer eligible for cancellation.
In such cases, our standard Refund & Return Policy applies.