Return and Cancellation Policy

Not satisfied with your order?

We'd like to know how we can improve. At Falantis, we want our customers to feel confident when shopping with us. This policy explains how returns, exchanges, refunds, and cancellations work.

Nothing in this policy is intended to limit or exclude your rights under the Australian Consumer Law. You may be entitled to a repair, replacement, refund, or other remedy if a product is faulty, not as described, unsafe, or does not meet a consumer guarantee.

Change of Mind Returns

You can request to return your order within 14 days of receiving it, provided the item is unused, unworn, unopened, in its original packaging, and in a resaleable condition.

Change of mind returns are not available for hygiene-sensitive products, beauty products, personal care items, opened items, customised products, final sale items, or products bought during a sale or promotional discount, unless required by Australian Consumer Law.

Faulty, Incorrect, or Damaged Items

If your item arrives faulty, damaged, incorrect, or significantly different from the description, please contact us as soon as possible at info@falantis.com.au

To help us review the issue quickly, please include:

·       Your order number;

·       A brief description of the issue;

·       Clear photos or video showing the fault, damage, or incorrect item; and

·       A photo of the packaging if the item was damaged in transit.

Once reviewed, we will let you know the next steps. In many cases, we may be able to resolve the issue with a replacement, store credit, refund, or another suitable solution without needing the item returned.

Returns by Mail

If your return is approved, we will provide instructions for sending your item back. Please do not send your item back before contacting us, as the correct return address may vary depending on the product and fulfilment location.

1.     Contact: info@falantis.com.au

First, contact us by email with your order number and reason for return. We will review your request and provide the correct return instructions if your return is approved.

2.     Package the product securely

Please package the product as securely as possible, ideally in its original packaging. Include a note with your order number inside the package so we can identify your return once received.

3.     Send the return with tracking

Take your parcel to your nearest post office or parcel centre and send it using a traceable shipping service. We recommend keeping your tracking number until your return has been processed.

Return Shipping Costs

For change of mind returns, the customer is responsible for return shipping costs. Original shipping charges, if any, are not refundable unless required by law.

If the item is faulty, incorrect, or otherwise covered by Australian Consumer Law, we will provide a remedy in accordance with the law, which may include covering reasonable return shipping costs where required.

Refunds

Once your approved return has been received and inspected, or once we have confirmed the issue through customer service, we will notify you of the outcome. Approved refunds will usually be processed back to your original payment method within 5 business days. Your bank or payment provider may take additional time to make the funds available.

Exchanges

Where available, you may be able to exchange an item for a different size, colour, or product. Exchanges are subject to stock availability. If the requested replacement is not available, we may offer a refund, store credit, or another suitable option.

Cancellations

To cancel an order, contact us immediately at info@falantis.com.au. If your order has not yet been processed or dispatched, we will do our best to cancel it and arrange a refund.

If your order has already been processed or shipped, we may be unable to cancel it. In that case, you may need to wait until the order arrives and then follow the returns process above.

Important Notes

Items must be returned in the condition required under this policy unless the return relates to a fault, damage, incorrect item, or another issue covered by Australian Consumer Law.

We reserve the right to refuse a change of mind return if the item does not meet the return conditions above.