Refund policy

Plaine Boutique Returns, Exchanges & Store Credit Policy

We want you to love your purchase. If something isn’t quite right, here’s how we can help.

This policy applies in addition to your rights under Australian Consumer Law.

General Conditions

To be eligible for a return, exchange, or store credit, items must:

  • Be in saleable condition with all original tags attached
  • Not have been worn, washed, or damaged
  • Show no signs of wear (including makeup marks,deodorant, perfume, pet hair, stretching, or odour)
  • Include the original invoice as proof of purchase
  • Have return approval from Plaine before being posted back

Only one exchange, store credit, or refund can be issued per transaction.

Final Sale – 40%+ Discount Rule

Items purchased at a 40% discount or more are FINAL SALE and cannot be returned, refunded, or exchanged for any reason, unless deemed faulty.
This applies to all sale periods, flash sales, promotional discounts and in-store sales.

Email introductory discount WELCOME is excluded and are not considered final sale.

Online Purchases

Returns Window

  • Returns are accepted within 7 days of delivery (as confirmed by Australia Post tracking).

Return Approval Required

  • All returns must be approved by Plaine via email before posting back.
  • Unauthorised returns may not be processed.

Return Shipping Requirements

  • Customers are responsible for return postage.
  • Returns must be sent via Australia Post Express. Tracking must be provided within 24 hours of Plaine approving your return.
  • Parcels sent via other methods will incur a 10% restocking fee (on the product price, excluding shipping).

Eligibility

Online purchases (excluding final sale items) may be returned for:

  • Exchange
  • Store credit
  • Refund

Store Credit

  • Issued to the email address on your order
  • Valid for 6 months
  • Cannot be extended or reissued once expired
  • Can be used online at checkout or in-store
  • Plaine is not responsible for reminding customers of expiring store credit. It is the customer’s responsibility to track and use their credit before the expiry date. Store credit cannot be extended or reissued once expired.

Exchanges

  • Customers are responsible for postage for exchanged items being resent
  • A shipping payment link will be emailed and must be paid before dispatch

Local Pick-Up Orders

  • Must be collected within 7 days to remain eligible for a refund
  • Items collected after 7 days receive store credit only
  • Orders are considered “collected” once a pickup confirmation email has been sent

In-Store Purchases

  • All in-store sale purchases are final sale, regardless of the discount amount. Customers are able to try garments on in-store, so we do not accept returns or exchanges on any discounted items purchased in person unless deemed faulty.
  • Returns accepted within 7 days of purchase
  • Eligible for exchange or store credit only (refunds only if an item is faulty)
  • Store credit is valid for 3 months and cannot be reissued once expired
  • Items must be returned in person to our Moree boutique
  • Customers are responsible for keeping track of their store credit balance

Using Store Credit Online

  1. Go to plaine.com.au
  2. Select Login in the menu
  3. Enter your email to receive a login link
  4. Select Profile to view your store credit balance
  5. Store credit will appear as a payment option at checkout

  6. Any remaining balance can be paid with another payment method

For assistance, email moree@plaine.com.au with your full name and email address.

Lay-By Policy (Online)

If you would like to lay-by an item online, please email us at moree@plaine.com.au

  • Lay-bys are available for full-priced items only
  • A non-refundable 50% deposit is required to secure the lay-by
  • The remaining balance will be split into 4 consecutive payments, invoiced after the deposit
  • Shipping costs are included in the lay-by total amount
  • Lay-bys are not eligible for return, exchange, or refund

  • Plaine reserves the right to cancel lay-bys if payment conditions are not met

Faulty Items

If your item is faulty:

  • Email moree@plaine.com.au with your order details and clear photos of the fault
  • Faults are assessed by our owner, Jana
  • Under Australian Consumer Law, Plaine will replace or refund faulty items
  • Plaine will cover return postage for approved faulty claims

  • For in-store purchases, we appreciate faulty items being returned directly to the boutique

Purchases Made With a Gift Card

  • Gift cards cannot be refunded, returned, or exchanged for cash
  • Refunds for orders paid with a gift card will be issued in the same format:
    - Gift card value → reissued on a new gift card 
    - Any additional card payments → refunded to the original card

Example:
A $150 order paid with a $50 gift card + $100 card:
- $100 refunded to the card
- $50 reissued on a new gift card