Refund policy

Inka Resort Pty. Ltd. Returns & Exchanges Policy

At Inka Resort, we want you to love your new clothes! We understand that buying online can sometimes mean items aren't quite what you expected, so we've made our returns and exchanges process as smooth as possible.

Our Commitment Under Australian Consumer Law (ACL)

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.

This Returns & Exchanges Policy operates in addition to your rights under the Australian Consumer Law.

1. Change of Mind Returns (Exchanges or Store Credit)

If you change your mind about an item purchased online, we are happy to offer a refund, exchange or store credit, provided that the following conditions are met:

  • Timeframe: You must notify us of your intention to return the item(s) within 30 days of receiving your order. The item(s) must then be returned to us within 14 days of this notification.

  • Condition: The item(s) must be in new and unworn condition, with all original tags attached, and in their original packaging (if applicable). Items must be free from any makeup, fake tan, perfume, deodorant, or other marks or smells.

  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email or invoice.

  • Exclusions: For hygiene reasons, we are unable to offer returns or exchanges on swimwear (if hygiene seals have been removed), and pierced jewellery unless they are faulty.

  • No Resocking Fee: We do not charge a restocking fee for any returns.

How to Return for Change of Mind:

  1. Notify Us: Email our customer service team at service@inkaresort.com with your order number and the item(s) you wish to return. Please briefly state the reason for your return (optional, but helps us improve).

  2. Receive Return Authorisation (RA) (if applicable): We may provide you with an RA number to include with your return.

  3. Package Your Items: Securely package the item(s) with all original tags and packaging. Include your proof of purchase (a copy is acceptable) and your RA number (if provided).

  4. Return Shipping:

    • The cost of return shipping for change of mind returns is the responsibility of the customer.

    • We recommend using a trackable shipping method as we are not responsible for items lost or damaged in transit.

    • You can choose your preferred shipping carrier.

  5. Ship To:

    Inka Resort, Suite 255 / 211 High Street, Thomastown VIC, 3074.

Exchanges (Subject to Availability):

  • If you wish to exchange an item for a different size, colour, or style, please indicate this in your return notification email.

  • Exchanges are subject to stock availability upon receipt of your return.

  • If the desired exchange item is available, we will ship it to you at no additional shipping cost (for the first exchange only; subsequent exchanges may incur shipping fees).

  • If the exchanged item is of a different price, you will either be charged the difference or receive a refund for the difference (depending on the circumstances). If the exchange item is unavailable, we will offer you a store credit or a refund (if the item is faulty).

Store Credit:

  • Store credit will be issued via email in the form of a unique code.

  • Store credit is valid for 12 months from the date of issue and can be used for any online purchase at Inka Resort.

2. Faulty Items & Major Failures

If you believe an item you have purchased is faulty, not of acceptable quality, or constitutes a major failure under the Australian Consumer Law, please contact us immediately at service@inkaresort.com  with the following information:

  • Your order number and proof of purchase.

  • A clear description of the fault.

  • Photographic evidence of the fault (required).

Upon assessment, if we determine that the item is faulty or constitutes a major failure, you are entitled to:

  • Repair: We may offer to repair the item if the fault is minor and can be repaired.

  • Replacement: We may offer to replace the item with an identical or comparable product (subject to availability).

  • Refund: You are entitled to a full refund for a major failure.

  • Compensation: For any other reasonably foreseeable loss or damage resulting from the faulty item.

Return Shipping Costs for Faulty Items:

If an item is deemed faulty, we will be responsible for the return shipping costs. We will provide you with a prepaid shipping label via email or instructions on how to return the item at our expense.

3. Assessment of Returns

Once we receive your returned item(s), our team will carefully assess their condition and verify your proof of purchase.

  • Change of Mind Returns: If the item(s) meet the conditions for a change of mind return, we will process your exchange or issue your store credit within 3-5 business days of receiving the return.

  • Faulty Items: For faulty items, we will assess the fault and notify you of the outcome and the available remedies in accordance with the Australian Consumer Law. This process may take 3-5 business days from receiving the return.

4. Refunds

Refunds will be processed back to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

5. Incorrect Items Received

If you receive an item that is different from what you ordered, please contact us immediately at service@inkaresort.com with your order number and details of the incorrect item received. We will arrange for the correct item to be shipped to you (subject to availability) and provide instructions for returning the incorrect item at our expense.

6. Packaging

Please ensure that returned items are packaged securely to prevent damage during transit. We are not responsible for items that are damaged due to inadequate packaging.

7. Our Right to Refuse Returns

We reserve the right to refuse a return if the conditions outlined in this policy are not met, or if we reasonably believe the items have been worn, damaged after purchase (unless due to a manufacturing fault), or are being returned in bad faith.

8. Contact Us

If you have any questions about our Returns & Exchanges Policy, please contact us at:

Inka Resort Customer Service service@inkaresort.com.

We reserve the right to update or modify this Returns & Exchanges Policy at any time without prior notice. Please refer to the latest version on our website.