Returns Policy
Returns & Exchanges Policy
At Sentani Boutique we want you to love your purchase. Please read the following carefully to understand our returns and exchanges process.
This policy operates in addition to your rights under the Australian Consumer Law.
Change Of Mind Returns
We do not offer refunds for change of mind. This includes (but is not limited to):
- Ordering the wrong size or colour
- Deciding you no longer want the item
- Colour of appearance differing slightly due to lighting, photography or device screens
Eligibility For Store Credit
- You must contact our customer service team customerservice@sentani.com.au within 7 days of recieving your item
- Items must be returned within 14 days of delivery
- Items must be unworn, unwashed, unaltered and in original condiiton with tags attached
Store Credit
- Issued once the return is approved & inspected
- Valid for 12 months from the original order date
- Non-transferable and can not be redeemed for cash
Return Shipping
- Return shipping is at the customers expense
- If your order qualified for free shipping, the original cost will be deducted from your store credit
- We strongly recommend using tracked postage as Sentani is not accountable for items lost in transit
Exchanges
If you have selected the incorrect size or colour on a full priced item, we are happy to assist with an exchange of equal value.
To Request An Exchange:
- Contact us within 7 days of delivery
- Include a pre-paid & pre-addressed return satchel so we can replace your item promptly.
Sale Items
Items purchased at a sale price or during any promotional period is considered as final sale and are not eligible for change of mind returns, exchanges or store credits.
This does not affect your rights under the Australian Consumer Law in the event of a faulty item.
Sample Sale Items
Dresses in our sample sale are being sold at a heavily discounted price because it is an ex-sample. Meaning it has either been tried on in our showroom or used for a photoshoot.
- All sample items are final
- These items may show signs of wear or minor imperfections
- No change of mind returns, refunds or credits are offered
If you would like to know about the exact condition of a gown, please contact us via @customerservice@sentani.com.au
Preorders & Backorders
Our preorder and backorder items are specially ordered for you and are not normally held in stock.
Cancellations
Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, cancellations incur a 50% fee, with the remaining issued as a store credit. This sum covers the cost of any administration, fabric sourcing, pattern construction and manufacturers fees associated with your order.
Returns
Preorders and backorders are not eligible for change of mind returns or exchanges. These items are made to the standard size charts and may still require alterations.
Faulty Items
Our garments are carefully checked before dispatch. If you believe you have recieved a faulty item please contact us via customerservice@sentani.com.au as soon as possible with:
- Your order number
- A description of the fault
- Clear photographs of the fault
A Fault May Include
- Manufacturing defects
- Damage on arrival
- Items not as described or not fit for purpose.
Normal wear and tear, incorrect handling or failure to follow care instructions are not considered faults. Glitter fallouts and delicate fabric shedding are inherent characteristics of certain garments are not considered faults.
For Items Deemed Faulty
We will offer a repair or replacement first. If the fault is major you are entitled to choose a refund or replacement. Reasonable return postage costs for faulty items will be covered by Sentani Boutique.
How To Lodge A Return
Please contact our customer service team via email customerservice@sentani.com.au before returning any item. Please include your invoice or order details inside your return package. Once approved returns should be sent to: