ROOKE Refund and Returns Policy
Last Updated: 13 April 2026
Your Rights Under the Australian Consumer Law (ACL)
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 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.
Change of Mind Returns
The ACL does not require us to provide a refund or exchange if you simply change your mind. However, we may accept change of mind returns under the following strict conditions :
Timeframe: You must contact us within 14 days of receiving the item.
Condition: The item must be unused, unworn, in its original condition, and in its original undamaged packaging (including all tags and seals intact).
Exclusions: Due to hygiene reasons, we cannot accept change of mind returns on earrings unless they are faulty.
Shipping Costs: You are responsible for the cost and risk of returning the item to us.
Faulty, Damaged, or Incorrect Items (Consumer Guarantees)
We inspect items before shipping, however if the product you receive is faulty, damaged in transit, significantly different from the description, or fails to perform as expected, you have rights under the ACL.
Return Costs for Faulty Items:
If the item is confirmed to have a Major or Minor problem under the ACL, we will cover the reasonable costs of return shipping. Please retain your postage receipt for reimbursement. We will also refund any original delivery fees you paid.
Product Assessment
We reserve the right to assess the condition and nature of the issue before providing a remedy. This assessment will occur within a reasonable timeframe.
Sale & Discounted Items
Your rights under the ACL apply equally to items purchased on sale or at a discounted price. You are entitled to a repair, replacement, or refund for a faulty sale item. However, our discretionary Change of Mind policy (Section 2) may not apply to "Final Sale" or "Clearance" items; this will be clearly noted on the product page.
Refund Method & Timing
Refund Method: Refunds will be processed using the original payment method. We cannot issue a refund to a different card or account unless the original method is closed.
Processing Time: Please allow 10 business days for your return to be processed once it arrives with us. Depending on your financial institution, funds may take additional days to clear in your account.
Return Shipping Process
For Faulty Items: Please contact us at info@rooke.org.au with your order number and clear photos of the fault/damage. We will provide you with return details.
For Change of Mind: Please contact us at info@rooke.org.au with your order number. We will provide you with return details.
Contact Us
If you have any questions about this policy or wish to lodge a return request, please contact our customer service team at info@rooke.org.au.