Refund policy

Please take a moment to read our Returns Policy carefully before making a purchase. By completing a purchase through our store, you acknowledge and agree to the terms outlined below.

Your purchase of goods is covered by the Australian Consumer Law (ACL), which provides you with rights that cannot be excluded. Under the ACL, our products must be of acceptable quality, reasonably fit for the purposes we represent they will be fit for, and correspond with any description provided. If a product fails to meet these standards, you may be entitled to a repair, replacement, or refund.

Nothing in this policy is intended to exclude or limit any right, guarantee, or remedy you have under the Australian Consumer Law. Our Returns Policy works alongside these protections and outlines how we handle exchanges, store credits, and refunds for sanitary and personal products.

Perfect Fit Guarantee 

We understand shopping online can be difficult, thats why we offer a 30-day risk-free, Perfect Fit Guarantee to all first-time customers. This means, you can try one pair of knickers from your first order worry free. If it's not a perfect fit or you simple don't love them, we'll gladly exchange or refund the one pair for you (Shipping fee excluded). No return required.

You'll have 30 days after receiving your order to request the Perfect Fit Guarantee.

Reusable pads are not included in the Perfect Fit Guarantee.

The Perfect Fit Guarantee can only be exchanged once.

To claim the Perfect Fit Guarantee, simply send us an email at  hi@myshinesister.com.au with your order number, which product you'd like to claim and the reason for your claim.

Existing Customers 

If you are an existing customer and would like to try a new style risk-free please reach out to our customer service team with your enquiry at hi@myshinesister.com.au

Bundle & Save or Multipack Orders

For bundle or multipack orders we offer a partial refund or exchange equivalent to one pair from the order. In addition we offer a store credit of up to 4 additional pairs, this can be used for future purchases to explore other sizes, styles or products.

Items not included for refund or exchange under the Perfect Fit Guarantee

Wash bags
Reusable pads
Shipping fees
Items included for free
Gifts with purchase
Egift cards

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Please provide photos/videos showing the problem with your email. In the event, there is a fault at our end, we will happily replace/refund the item at our expense. All products are covered for damage, defect or incorrect product under consumer protection law.

Sizing

We understand a good fit is essential, especially for underwear, this is why we offer our Perfect Fit Guarantee for first time customers. We recommend sizing up if you are unsure or in between sizes, otherwise reach out to us with any questions about sizing or product fit at hi@myshinesister.com.au . If there's a sizing mistake on our end, we'll gladly send a replacement in the correct size.

Tag/International sizing may vary from the advertised size, sizes are translated to meet standard sizing in the country being sold.

Note: We do not offer replacements/refunds if the wrong size was selected during purchase.

Refunds

We will notify you once your refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@myshinesister.com.au. 

Cancellations/Order Changes

We do not offer cancellations or refunds for change of mind. Orders cannot be changed after 2 hours of being placed, please check your order details before purchase, you will receive an order confirmation email immediately after purchase. If you find an error, please contact us immediately, if possible we will rectify the order, this is not guaranteed. hi@myshinesister.com.au.