Refund policy

Refund policy
We want you to be happy with what you order. If something isn't right, this page explains how returns and refunds work.
Your rights under US consumer law
This policy sits on top of your legal rights, not instead of them. Under US federal and state consumer protection laws, our products come with implied warranties that they are of acceptable quality and fit for their ordinary purpose. If an item is defective, you're entitled to a remedy such as a repair, replacement or refund.
Those rights apply regardless of the 30-day return window below. If something we've sold you is faulty, not as described or not fit for purpose, get in touch and we'll make it right.
30-day returns
You have 30 days from the date your order is delivered to send it back. This applies to every item we sell, including sale items.
To be eligible, items need to be unworn, unwashed, with tags attached, and in their original condition.
Restocking fee
Change-of-mind returns carry a restocking fee of 20% of the order value. The fee is made up of a 10% admin fee, a 5% handling fee and a 5% service fee, and we deduct it from your refund. For example, on a $100.00 order returned for change of mind, we deduct $20.00 and refund $80.00.
The fee doesn't apply to items that are faulty, damaged or not what you ordered.
How to return something
Email support@ashandpurl.com with your order number and what you'd like to send back. We'll reply with a return authorization and the address of our returns warehouse. Please don't send anything back before you have that reply.
Ship your return with tracking, and keep the tracking number until your refund has been processed.
Return shipping
Change-of-mind returns are sent at your own cost. If what you received is faulty, damaged or not what you ordered, we cover the return shipping.
If a return goes missing
If your return doesn't reach us, send us your tracking number and we'll work with you and the carrier to find it.
Exchanges
We don't offer direct exchanges. Return your item for a refund and place a new order for the size or style you want.
Refunds
Once your return arrives, we check it and process your refund within 3 business days, in USD, to your original payment method (less the restocking fee for change-of-mind returns). Your bank or card issuer may take a few extra days to show it.
If your refund hasn't appeared 10 business days after we confirm it, check with your bank or card issuer first, then email us and we'll chase it up.
Cancellations
If you need to cancel, email us as soon as you can. If your order hasn't been packed yet, we can cancel it and refund you in full. Once an order has shipped, it's handled as a return under this policy.
Faulty, damaged or incorrect items
If something arrives faulty, damaged or different from what you ordered, get in touch straight away. A photo helps us sort it out faster. We'll arrange a return, replacement or refund, with no restocking fee and no return shipping cost to you. This is covered by US consumer law and isn't limited by our 30-day window.
Contact us
Email: support@ashandpurl.com
Customer service hours: Monday to Friday, 9am to 5pm Eastern Time (ET). Closed weekends and public holidays.
We reply to every email within 24 hours on business days.
Ash and Purl is operated by Aurelle Group Pty Ltd
ABN 74 702 546 745 · ACN 702 546 745
207/8 Elgin Street, Carlton, VIC, 3053, Australia
You can also reach us through our contact page.
Related policies: Shipping · Returns & refunds · Payment · Privacy · Terms of service