Refund Policy

30-Day Returns

At Leo and Ada Sydney, we want you to feel confident when shopping with us. This policy is designed to comply with applicable consumer protection laws and outlines how returns and refunds are handled.

If something isn't quite right with your order, our customer support team is here to assist you and guide you through the process.

Return Policy Overview

• Return window: You may request a return within 30 days of receiving your order.

• Item condition: Items must be unused, unworn, and returned in their original condition, including original packaging and tags.

• Support-led process: All returns are handled through our customer support team to ensure the correct and most efficient resolution for each order.

How to Initiate a Return

To initiate a return, customers must contact our customer support team before sending any items back.

Please email info@leoadasydney.com with your order number and reason for return. Our team will review your request and provide the appropriate return instructions based on your order.

Please do not send items back without first contacting us, as this may delay or affect the processing of your return.

Return Shipping

If an item is defective, damaged, or incorrect, we will assist you accordingly.

For change-of-mind returns or other eligible return requests, customers are responsible for return shipping costs unless otherwise required by applicable law.

Return arrangements and any applicable shipping considerations are handled on a case-by-case basis and will be clearly communicated by our customer support team during the return process.

Return instructions may vary depending on the product and fulfillment location.

Please note: Returns must be authorised by our customer support team before being sent.

Handling & Restocking Fee

Approved returns are subject to a handling and restocking fee of AUD $30 per returned item.

This fee helps cover the costs associated with return processing, inspection, inventory management, warehousing, and administrative handling.

The applicable handling and restocking fee will be deducted from the refund amount once the return has been received and approved.

Refunds

Once a returned item has been received and reviewed, approved refunds are issued to the original payment method.

Refunds are typically processed within 7 business days after approval.

Any applicable handling, restocking, customs, duties, taxes, or shipping charges that are non-refundable will be deducted from the refund where permitted by law and communicated during the return process.

In certain situations, partial refunds may apply. Any such cases will always be clearly communicated with the customer.

Final Sale Items

As part of our closing sale, certain items may be marked as Final Sale on the product page. These items are not eligible for return, exchange, or refund, except where required by applicable law.

Please check the product page carefully before purchasing, as Final Sale status will always be clearly indicated.

Exchanges

If you need a different size, colour, or item, please contact our customer support team and we'll be happy to assist with available options, subject to stock availability.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return. These products will be clearly identified as non-returnable on the relevant product page.

Need Help?

If you have any questions about your order, returns, or general enquiries, our customer support team is happy to assist.

Customer Support

Email: info@leoadasydney.com

Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM (AEST)
Saturday to Sunday: 9:00 AM – 2:00 PM (AEST)

We aim to respond to all enquiries within 1–2 business days.