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Returns Policy
Here at INFIRMARY CO PTY LTD (ACN 696 634 698, ABN 83 696 634 698) (we, us, our) we want you to be completely satisfied with your order.
All returns Must Be Authorised by us, prior to the order or items being returned. You can contact us at:
1. Change of Mind Returns
We accept change-of-mind returns subject to the following conditions:
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A 10% administration fee applies to all change-of-mind returns. This fee will be deducted from your refund.
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The administration fee is waived for clothing and apparel where you are exchanging for a different size and placing a new order. If clothing or apparel is being returned for a change of mind without exchange or replacement, the standard 10% fee applies.
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Returned items must be unused, in their original condition, with all original packaging, tags, and accessories included.
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Proof of purchase (receipt, order confirmation, or bank statement) must be provided.
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Return postage for change-of-mind returns is at your expense. We recommend using registered post or a tracked service, as we cannot be responsible for items lost in transit. We do not accept Cash-on-Delivery (COD) returns.
We are not required by law to accept change-of-mind returns. The above is offered as a goodwill gesture and is subject to our reasonable assessment of the returned goods.
2. Faulty or Defective Items
If you receive a product that is faulty, defective, unsafe, or does not match its description, please contact us as soon as possible at info@infirmaryco.com.au. You do not need to contact the manufacturer — we will manage this on your behalf.
Your entitlement to a remedy depends on whether the problem is major or minor under the ACL:
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Major failure: You may choose a full refund or replacement. You are not required to accept a repair.
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Minor failure: We will repair the item within a reasonable time, or at our discretion offer a replacement or refund.
Where a fault is covered by a manufacturer's warranty, we will assist you in accessing that warranty.
Upon our verification of a faulty or incorrectly supplied item, we will cover all reasonable return shipping costs for items.
3. Items Damaged on Delivery
If your order arrives damaged, please contact us within 48 hours of delivery at info@infirmaryco.com.au with:
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Your order number
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A description of the damage
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Photographs of the damaged item and packaging
We will work with you promptly to arrange a replacement, repair, or refund as appropriate.
4. Incorrect Item Ordered or Accidental Purchase
If you accidentally ordered the wrong item or added something to your cart in error, please contact us as soon as possible. If we provide written confirmation that your order has not yet been dispatched, we may at our discretion adjust or cancel the order and issue a full refund. If the item has already been shipped and you wish to return the item, you must return it in accordance with our Change of Mind policy (see Section 1 above).
5. Customised or Engraved Items
We cannot accept change-of-mind returns on customised or engraved goods, as these are made to your specifications. This does not affect your rights under the ACL — if a customised item is faulty or not as described.
6. How to Return an Item
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Contact us at info@infirmaryco.com.au to request a return authorisation.
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If approved, we will send you a Return Merchandise Authorisation (RMA) form by email.
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You have 20 days from the date of approval to return the goods. Returns received after this period may be declined.
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Include the completed RMA form with your return and send to:
Infirmary Co Pty Ltd
PO BOX 7046,
Secret Harbour,
Western Australia 6173
7. Shipping Cost
Infirmary Co Pty Ltd error/fault: If an item is incorrect or faulty due to our mistake, we will cover all freight costs to resolve the issue.
Incorrect address or uncollected: If your order is delivered to the incorrect address or returned to us due to non-collection or incorrect address details provided, you will be responsible for any costs for re-shipment of the order.
Postage on returned goods will be at the buyer’s expense for change-of-mind or exchange. It is advisable to send the good via registered post or with a tracking number so that missing parcels can be traced. We will not accept Cash-on-Delivery (COD) returns.
8. Refund Processing
Once we receive the returned item, we will process your refund or exchange within 5-7 Business days. We will update you via email. Please allow extra time for your bank or payment provider to finalise the refund.
Australian Consumer Law Guarantees
Nothing in this Returns Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you are entitled to choose a refund or replacement. If a product does not have a major failure, we may decide to have the goods repaired or replaced within a reasonable time, and if this is not done, you may be entitled to a refund.
This Returns Policy applies in addition to your rights under the Australian Consumer Law.
Where a product is faulty, damaged, not of acceptable quality, not fit for its intended purpose, or does not match its description, we will meet our obligations under the Australian Consumer Law.
Last updated 08/06/26