Refund policy

At Anāqa, we take great care to inspect every piece before it is sent to you. If something isn't right, we're here to help. Please read the following carefully, as it sets out what we can and cannot offer.

What we offer

We offer exchanges and store credit. We do not provide refunds unless an item is deemed faulty.

Timeframe

Requests must be submitted within 14 days of receiving your order, through our returns portal. Requests made after 14 days cannot be accepted.

Condition of items

To be eligible, items must be:

  • Unworn, unwashed and in original condition
  • With all tags and labels still attached
  • Free from marks, makeup, perfume or animal hair

Items returned in a condition that does not meet the above will be sent back to you at your cost.

What cannot be exchanged or credited

  • Hijabs and hijab accessories — for hygiene reasons, these are final sale
  • Sale and discounted items — anything purchased during a sale, promotion or with a discount code is final sale
  • Gift cards

Exchanges

You may exchange your item for:

  • A different size of the same item, subject to availability; or
  • A different item of equal or greater value, paying the difference where applicable.

Where neither is possible — for example if your size has sold out and you would prefer to choose later — we will issue store credit instead.

Store credit

Store credit is issued once we receive and inspect your item. It can be used on anything in the store and does not need to be spent in one transaction.

Return postage

You are responsible for return postage, and for postage on the replacement item in the case of an exchange. A prepaid label can be purchased through the returns portal, or you may arrange your own postage. We recommend using a tracked service — we cannot be responsible for parcels lost in transit to us.

Faulty or damaged items

If your item arrives faulty or damaged, please contact us within 14 days at Hello@anaqamoda.com with your order number and photographs. We will assess it and let you know your options. Faulty items are assessed individually and are not subject to the exclusions above.

How to start a return

Submit your request through our returns portal. You will be asked to select the item and a reason, and you will be notified once your request has been reviewed.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.