Returns policy

Merchandise returns policy

We hope you love your recent purchase from the University of Melbourne’s merchandise shop. However, if you’re not completely satisfied, here’s everything you need to know about returning or exchanging items. Please follow the guidelines below to ensure a smooth returns process. 

Cancelling or changing an order

Please double-check your order details before completing your purchase. Unfortunately, once an order is placed, we’re unable to cancel the order entirely or make any amendments including:

• Changing the delivery address
• Modifying colours or sizes
• Adding or removing items
• Applying discounts or rewards

Once received, you can request a refund for any unwanted items. 

Faulty, damaged or incorrect items

If your item is faulty, damaged, or incorrect, contact our Customer Service team, and we’ll gladly assist.  

• Email: shop-uom@unimelb.edu.au
• Phone: 03 9035 5160 or 0482 129 530

Exchanges

Currently, we don’t offer direct exchanges. Please place a new order if you need a different size, colour or style and return the original item by following the procedures outlined under Returns. Any returned items will be refunded once received. 

Returns

We’ve tried to make our returns process as easy as possible. If you change your mind or find your purchase unsuitable, you can initiate a return in-person or by post.

We’re happy to process a refund if the following conditions are met:

• Return period: Items must be returned within 30 days (inclusive) from the date on your tax invoice.
• Proof of purchase: Please include your original invoice or receipt. A bank statement may not be accepted if it doesn’t clearly itemise the purchase.
• Item condition: Items must be in original, saleable condition, with all tags and labels attached, and unworn or unused. 

In-person returns 

The easiest way to return an item purchased online (within 30 days of purchase) is in-person to the University Merchandise Shop, located in the 1888 Building on the Parkville campus. Please bring proof of purchase and ensure your item meets the conditions outlined above. For postal returns, read on.  

Postal returns

To start a return by post, please email the following details to shop-uom@unimelb.edu.au: 

• Order number: (as shown on your invoice) 
• Full name 
• Phone number 
• Email address 
• Items to return: List the items you wish to return. 
• Reason for return: Please select one of the following reasons: 
  
  • The item looks different from the website image 
  • Poor quality or faulty item 
  • Incorrect item received 
  • Parcel damaged on arrival 
  • Size not as expected 
  • Colour not as expected 
  • Will reorder in a different size or colour
  • Other (please specify) 

Once we receive your request, a University of Melbourne Merchandise Team member will contact you with a unique Return Merchandise Authorisation (RMA) number.

Your refund will be processed once the items have been received in-store or via mail. 

Postal instructions

• Return postage: Customers are responsible for postage costs for change-of-mind returns. However, we’ll cover the return shipping cost if the item is faulty or incorrect through a refund of all packaging and posting costs. 
• Secure shipping: We recommend using suitable packaging and sending via registered mail, as we’re not responsible for return packages lost in transit.  
• Include paperwork/RMA: Make sure you include your proof of purchase and the RMA number in the parcel.
• Return address: Our customer service team will provide the details of where you need to send your return when you receive your RMA. 

Consumer Guarantees

Under State and Commonwealth law, your right to refund or exchange applies to purchases made through our store. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 

You’re entitled to a refund or exchange if an item:

• Has a major fault that would’ve prevented purchase if known
• Is unsafe
• Differs significantly from the sample or description
• Doesn’t meet expectations or fulfil its intended purpose and can’t be easily fixed

Alternatively, you may choose to keep the item and receive compensation for any drop in value. 

Thank you for shopping with us! Our Customer Service team is here to help if you have any further questions.