We want you to love your Radio Fourteen purchase.

Because our pieces are made with care and, where specified, by hand, we encourage you to carefully review the product details, measurements, materials and images before placing your order.

This policy applies to purchases made through our website and is intended to operate in accordance with the Australian Consumer Law (ACL). 

CHANGE OF MIND

As a individually owned and operated small business, we do not offer refunds for change-of-mind purchases.

However, If you change your mind about your purchase, you may request a store credit, provided that:

• your request is made within 14 days of receiving your order
• the item is unused and in its original condition
• the item is returned with all original packaging, tags and accessories
• the item has not been worn, damaged, altered or marked; and
• the item is not otherwise excluded from our change-of-mind policy.

Store credit will be issued once the returned item has been received and inspected.

Don't worry - store credit does not expire and may be used towards a future purchase.

Unless the item is faulty or otherwise covered by your rights under the ACL, return postage for change-of-mind returns is the responsibility of the customer.

FAULTY OR INCORRECT ITEMS

We will always strive to provide the best quality for our customers.

If you believe your item has a fault, is significantly different from its description, or you have received an incorrect item, please contact us as soon as possible at info@radiofourteen.com & we will get back to you as soon as possible. 

Please include:

• your order number;
• a description of the issue; and
• clear photographs showing the issue where possible.

We may ask you to return the item so that we can assess the issue.

If a product does not meet the consumer guarantees under the Australian Consumer Law, you are entitled to an appropriate remedy. Depending on the circumstances and whether the issue is considered a major or minor failure, this may include a repair, replacement or refund.

Where you are entitled to a refund under the ACL, we will refund the amount you paid for the affected product using the original payment method, unless otherwise agreed or required by law.

If we determine that an item is faulty and you have incurred reasonable return postage costs, we will reimburse those costs in accordance with the ACL.

HANDMADE PRODUCTS & NATURAL VARIATIONS

Our handbags are handmade, and each piece may have slight variations in appearance, texture, colour, grain, stitching or other details.

These variations are an inherent characteristic of handmade and natural-material products and are not automatically considered faults, provided they are consistent with the product description and reasonably expected characteristics of the item.

For example, minor variations in leather grain, texture or colour may occur from one handbag to another. These differences do not necessarily indicate a defect.

However, handmade construction does not exclude your rights under the Australian Consumer Law. If an item has a genuine defect or otherwise fails to meet the consumer guarantees, we will assess the issue and provide any remedy required by law.

ITEMS DAMAGED THROUGH USAGE

Our products are designed to be used and enjoyed, but they should be cared for in accordance with any care instructions provided. All of our care instructions are listed on our website.

We are not responsible for damage caused by misuse, accidents, improper care, normal wear and tear, or use of a product outside its intended purpose.

This does not limit any rights you may have under the Australian Consumer Law.

EXCHANGES

If you would like a different item, colour or size, you may return the eligible item for store credit under our change-of-mind policy and place a new order.

Where an item is faulty, any repair, replacement or refund will be handled in accordance with your rights under the Australian Consumer Law.

HOW TO MAKE A RETURN

To request a return, please contact us at info@radiofourteen.com with your order number and the reason for your return.

Please include your order number in the subject line.

Please do not send an item back without contacting us first.

For approved change-of-mind returns, we will provide return instructions. The customer is responsible for the cost of returning the item.

For items that are confirmed to have a fault covered by the Australian Consumer Law, we will cover or reimburse reasonable return costs as required by law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For more information about your rights under the Australian Consumer Law, please visit the Australian Competition and Consumer Commission (ACCC) website.

If you have any questions about our returns policy, please contact us at info@radiofourteen.com