Refund policy

Last updated: July 2025

1. Overview

At Bella Teen Store, your satisfaction is our top priority. This policy outlines the terms and procedures for returns, exchanges and refunds for all purchases made through our website. By shopping with us, you agree to the conditions described below.

2. 30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, the item must:

  • Be unused, unworn, unwashed and in original condition
  • Include all original tags and packaging
  • Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or result in a partial refund.

3. How to Start a Return or Request a Refund

To begin the process, contact us at info@bellateenstore.com within 30 days of receiving your order. Include:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for your request
  • Clear photos if applicable (especially for damaged or defective items)

Our team will respond with return instructions. Do not ship anything until you receive authorization.

4. Return Shipping Costs

  • If the return is due to our error (wrong, defective or damaged item), we will provide a pre-paid return label.
  • For change of mind, incorrect size or other preference-based reasons, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once your return is approved, you must ship the item back within 7 business days:

  • Items must be securely packaged to avoid damage in transit.
  • We recommend using a tracked shipping service and sharing the tracking number.

Ship returns to:
Bella Teen Store
3-11 Hawkesbury Avenue, Dee Why, 2099, New South Wales, Australia

6. Exchanges

If you would like to exchange an item (e.g. for a different size or color):

  • We will confirm the availability of the requested item before authorizing the return.
  • Return shipping is the customer’s responsibility unless the item is defective.
  • Once the returned item is inspected and approved, we’ll issue a store credit equivalent to the product value (excluding shipping fees).
  • You can use this credit to place a new order.
  • If the requested item is out of stock, the credit may be used on any other product.

6.1 Exchange Processing Time

After receiving your returned item, the new product will be shipped within 5 business days. Delivery times depend on your location as outlined in our Shipping Policy.

7. Refund Eligibility & Process

Refunds are issued only after the returned item is received and inspected:

  • Inspection time: 1–2 business days
  • Approval confirmation: via email
  • Refund processing: within 5 business days
  • Bank processing: 2–7 business days depending on your provider

If more than 15 business days have passed since refund approval and you haven't received your funds, please contact us.

8. Refunds

Items returned in used or damaged condition, or missing tags/packaging, may not be eligible for a refund.

Our decision will be based on the condition upon inspection and communicated via email.

9. Sale and Promotional Items

Items purchased during sales or promotional events are eligible for return, exchange or refund under the same conditions as regular-priced items.

10. Non-Returnable / Non-Refundable Items

  • Gift cards
  • Items not in original condition or missing parts not due to our error

11. Refund Method

All refunds are processed to the original payment method used at checkout. We do not refund to alternate accounts, prepaid cards or in cash.

12. International Returns and Refunds

International customers follow the same procedures:

  • For defective, damaged or incorrect items, we provide return assistance.
  • For all other cases, international customers are responsible for return shipping.
  • Please mark your package as “Returned Merchandise” to avoid customs fees.
  • Refund times may vary by country and bank.

12.1 Taxes and Duties

All local taxes included in your product price are refunded accordingly. However, customs duties or import taxes charged by your country are not refundable, as they are collected by government authorities.

13. Lost or Damaged Orders

If your package is lost in transit or arrives damaged, notify us within 7 days of the delivery date (or expected delivery date). Once verified with the carrier, we will offer a full refund or replacement, as per your preference.

14. Contact Information

If you have any questions regarding returns, exchanges or refunds, contact us:

  • Email: info@bellateenstore.com
  • Phone: +61 451 030 020
  • Address: 3-11 Hawkesbury Avenue, Dee Why, 2099, New South Wales, Australia
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)