Refund policy

Last updated: 10 October 2026

This Returns and Refunds Policy applies to items bought from Telyza (owned and operated by Ecomari Limited, Hong Kong Business Registration No. 78080642) on telyza.com. It does not limit your rights under the Australian Consumer Law. If you have any questions, contact us at info@telyza.com.

Summary

  • Return window: 30 days from the date your order is delivered.
  • Condition: unworn, unwashed and undamaged, with the original tags attached.
  • Not returnable for change of mind: items that have been worn, washed or altered, or that no longer have their original tags. This does not affect your rights under the Australian Consumer Law for faulty, damaged or incorrect items.
  • Return method: by post to our returns address in Griffith, ACT.
  • Return postage: paid by you for change-of-mind returns (the cost of the Australia Post service you choose; we recommend a tracked service); paid by us for faulty, damaged or incorrect items.
  • Restocking fee: none.
  • Refund method: to your original payment method, within 5 business days of receiving and checking your return.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies those rights. The 30-day change-of-mind return option described below is offered in addition to your rights under the Australian Consumer Law.

Change-of-mind returns

If you change your mind or the size is not right, you can return an item within 30 days of the date your order was delivered. To be accepted, the item must be:

  • unworn, unwashed and undamaged;
  • returned with all original tags and labels attached; and
  • without marks, makeup, deodorant, perfume, odours or pet hair.

We will refund the price you paid for the returned item. The original shipping cost is not refunded for change-of-mind returns, and you pay the cost of posting the item back to us. We recommend using a tracked Australia Post service, as we cannot accept responsibility for change-of-mind returns that are lost on the way to us.

If a returned item does not meet these conditions, we will contact you and return it to you at our cost. No refund will be given for that item.

Faulty, damaged or incorrect items

If your item is faulty, arrives damaged, or is not what you ordered, please contact us as soon as possible with your order number, a description of the problem and photos. We will reply within 1 business day with the next steps.

We pay the return postage for faulty, damaged or incorrect items. We will either email you a prepaid Australia Post return label or reimburse your reasonable postage cost on receipt of your postage receipt. Once we have confirmed the problem, you can choose a refund or a replacement where the problem is a major failure. For other problems we will repair or replace the item, or give you a refund. Refunds for faulty, damaged or incorrect items include the original shipping cost.

Exchanges

We do not offer direct exchanges. If you would like a different size or style, please return the original item for a refund under this policy and place a new order for the item you want.

How to return an item

  1. Email info@telyza.com within 30 days of delivery with your order number, the item(s) you are returning and the reason for the return.
  2. We will reply within 1 business day with a return confirmation and instructions.
  3. Pack the item securely and include a note with your order number and name.
  4. Post the parcel to our returns address:
    Telyza Returns
    42 Jansz Cres
    Griffith ACT 2603
    Australia
    Phone: +61 3 7049 2712
  5. Keep your postage receipt and tracking number until your refund has been processed.

Please do not send items back without contacting us first, as this can delay your refund.

Refunds

We check returned items within 2 business days of receiving them and email you to confirm whether the return has been approved. Approved refunds are processed within 5 business days of receiving your return and are paid to your original payment method (the card you paid with). Depending on your bank or payment provider, it can take a further 3–10 business days for the refund to appear in your account.

All refunds are made in Australian dollars (AUD). We do not charge a restocking fee.

Cancelling an order

If you would like to cancel your order, email us as soon as possible with your order number. If the order has not yet been dispatched, we will cancel it and refund you in full, including the shipping cost. If it has already been dispatched, you can return the items under this policy once they arrive.

Late or missing refunds

If you have not received your refund within the times above, please check with your bank or payment provider first, then contact us and we will help.

Contact Us

Store name: Telyza
Store address: 42 Jansz Cres, Griffith ACT 2603, Australia
Phone: +61 3 7049 2712
Email: info@telyza.com
Owned and operated by: Ecomari Limited
Hong Kong Business Registration No.: 78080642
Operator address: Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
Customer service hours (AEST/AEDT, Sydney time): Monday to Friday 09:30–18:00, Saturday 12:00–17:00, Sunday closed.
We aim to respond within 1 business day.