When it comes to returms or exchange, The Bow Lady operates a "fair and reasonable" policy. All items are thoroughly inspected before being sent out to customers to ensure a high level of quality in the products you purchase from me. If you are not happy with products you have purchased online, The Bow Lady is happy to discuss these details and offer to repair, replace or refund where necessary. Please be mindful when deciding what you wish to purchase as The Bow Lady online store does not offer returns or exchange for change of mind purchases. In compliance with Australian Customer Law, a full refunds will be available in the instance of major faults/defects of an item.