Warranty & Consumer Guarantees

Last updated: 30 July 2026

This policy explains how Shopella handles faulty products, warranty claims and consumer guarantees.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Australian Consumer Guarantees

Products purchased from Shopella come with consumer guarantees that apply automatically under the Australian Consumer Law.

Products must be:

• Of acceptable quality
• Safe and free from unacceptable defects
• Reasonably durable
• Fit for their normal purpose
• Fit for any particular purpose made known to us before purchase
• Consistent with their description, images and any representations made about them

These rights apply separately from any voluntary manufacturer, supplier or retailer warranty.

2. New and Pre-Loved Products

Shopella may offer both new and pre-loved or pre-owned products.

For pre-loved products, reasonable signs of previous use or imperfections that are clearly disclosed on the product page are not considered faults.

The acceptable quality of a pre-loved item is assessed with consideration to factors such as:

• Its age
• Its price
• Its condition
• The product description
• Any disclosed marks, wear or imperfections

Australian Consumer Law protections still apply to pre-loved products sold by a business.

3. Problems That May Be Covered

Please contact us if a product:

• Arrives damaged
• Has a manufacturing defect
• Is unsafe
• Is the wrong product
• Is significantly different from its description or photographs
• Is not reasonably durable
• Does not perform as products of that type would normally be expected to perform
• Has an undisclosed fault or material imperfection

Normal variations in colour caused by different screen settings are not necessarily considered faults, provided the product remains consistent with its description.

4. Problems That Are Generally Not Covered

A remedy may not be available where the problem was caused by:

• Normal wear and tear
• Accidental damage after delivery
• Misuse, neglect or improper storage
• Failure to follow the product’s care instructions
• Alteration or modification of the product
• Repairs performed by an unauthorised third party
• Loss, theft or disappearance
• Damage caused by incorrect cleaning or washing
• A characteristic or imperfection clearly disclosed before purchase
• The customer changing their mind

Change-of-mind returns are handled separately under our Returns & Refunds Policy.

These exclusions do not apply where excluding a remedy would be inconsistent with the Australian Consumer Law.

5. Making a Claim

To report a problem, email info@shopella.com.au and include:

• Your full name
• Your order number
• The name of the product
• A clear description of the problem
• The date you first noticed the problem
• Clear photographs or videos showing the product and issue
• Photographs of the tags, labels and packaging where relevant

Your order confirmation, receipt or another reasonable record of purchase may be used as proof of purchase.

Do not send the product back before receiving return instructions from Shopella.

6. Product Assessment

Shopella may need to inspect or assess the product before confirming the available remedy.

We may ask you to:

• Provide further photographs or information
• Stop using the product where continued use may cause further damage
• Return the product to an approved address
• Use a specified tracked delivery service

We may consult the relevant supplier, distributor or brand while investigating the claim. However, Shopella remains responsible for dealing with customers who purchased directly from our store; customers should not be directed away to resolve the matter solely with a supplier or manufacturer.

7. Available Remedies

The available remedy depends on the nature and seriousness of the problem.

For a minor problem, Shopella may provide an appropriate repair or replacement within a reasonable period.

For a major problem, the customer may be entitled to choose between a replacement and a refund. A problem may be major where, for example, the product is unsafe, substantially unfit for its normal purpose or significantly different from its description.

Other remedies or compensation may be available where required by law.

8. Return Shipping for Faulty Products

Where a product is confirmed as faulty, damaged, incorrect or misdescribed, Shopella will arrange or reimburse reasonable return shipping costs where required under Australian Consumer Law.

Please follow the return instructions supplied by Shopella and retain your receipt and tracking information.

Return shipping costs may not be reimbursed where the assessment establishes that the product is not faulty and the problem resulted from misuse, accidental damage, normal wear or another excluded cause.

9. Manufacturer or Supplier Warranties

Some products may include a separate warranty provided by the brand, manufacturer or supplier.

Any separate warranty is additional to your rights under the Australian Consumer Law and does not replace or limit those rights.

Where appropriate, Shopella may assist in communicating with the relevant manufacturer or supplier.

10. Product Care

Fashion products, leather goods, footwear, jewellery and accessories may require specialised care.

Please:

• Follow all care labels and supplied instructions
• Store products appropriately
• Keep products away from excessive moisture, heat and chemicals
• Use suitable professional cleaning or repair services where required
• Handle delicate materials, embellishments and hardware carefully

Damage caused by inappropriate care may not qualify as a product fault.

11. Contact Us

For questions or claims relating to a product fault, warranty or consumer guarantee, contact:

Email: info@shopella.com.au
Website: www.shopella.com.au