Return Shipping

Return Shipping

This page explains how return shipping works for orders fulfilled by Suppcity Australia. Suppcity does not support third-party sellers. If your product was sold and shipped by Suppcity, the following policies apply.

Change of Mind Returns

If you are returning an item under our Change of Mind Return Policy, return shipping is free for all eligible items, including fashion and health products, provided they meet our return conditions.

Items must be returned in original condition (unopened, unused, with all packaging and documentation) within 30 days of delivery. You can refer to our Returns Policy for full eligibility details and product-specific guidelines.

Prepaid Return Labels

  • Suppcity will provide a prepaid return label for eligible returns, including for both regular and large items.
  • No return shipping fee will be deducted from your refund for Change of Mind returns, provided the item complies with our policy.
  • Return shipping is also free for items marked with “Free Returns” on the product page.

Return Window & Documentation

  • Returns must be initiated within 30 days of delivery.
  • All product packaging, seals (if applicable), and certificates must be intact and included.
  • We may not accept items returned in unsellable condition (damaged, missing parts, hygiene violations).

Exceptions

  • Items listed on our Items That Can't Be Returned page are excluded from Change of Mind returns.
  • If an item does not qualify for Free Returns and the total refund value is less than $7, no refund will be credited, and no additional charges will apply.

Important: We cover the cost of return shipping for all approved Change of Mind returns. There is no deduction of $7 or $50 in our policy. This overrides any prior fee-based model.

Faulty or Incorrect Items

If you received an item that is faulty, damaged, incorrect, or not as described, Suppcity covers the full return shipping cost.

Within 30 Days of Delivery

You can request a return by emailing our team at support@suppcity.com.au. A prepaid label or pickup will be arranged based on the size of the item.

After 30 Days

If more than 30 days have passed, your return may still be eligible under the Australian Consumer Law. Please contact us to confirm eligibility.

Prepaid Return for Faulty Items

  • There are no shipping charges for prepaid returns of faulty or misdelivered items.
  • For large items delivered to metro areas, we will coordinate a no-cost pickup.

Self-Ship for Faulty Items

  • If you self-ship a faulty item, you’ll automatically receive up to $17 AUD in shipping reimbursement.
  • If your actual cost exceeds $17, you may email proof of expense (receipt or invoice), and we will refund the full verified amount.

Note: Contact us within 30 days of your return to claim any additional return shipping reimbursement.

Important Notes

  • Please do not return items to our warehouse without contacting us first. Unauthorised returns may not be processed.
  • Always include the return authorisation form and prepaid label provided by our support team.
  • All shipping reimbursements or free return eligibility will be validated before issuing refunds.

Need Help?

If you're unsure whether your return is eligible or need help generating a return label, contact us:

Email: support@suppcity.com.au

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