Refund Policy

At Project Emerald, we help extend the life of quality clothing and reduce fashion waste by giving pre-loved items a second life.We encourage mindful shopping, and we do our best to ensure all listings are transparent and accurate. However, we understand that there may be rare cases where a refund is appropriate. Please read our refund policy below:

When Are Refunds Issued?

Refunds may be issued under the following circumstances:

  • Item not as described The item received is significantly different from what was listed (e.g. incorrect item sent, major undisclosed flaws, or inaccurate condition listing).

  • Item not received The item never arrived and a valid tracking number was not provided by the seller to confirm delivery.

  • Item is counterfeit or violates our policies The item is proven to be inauthentic or violates Project Emerald’s terms of use (e.g. prohibited items).

To be eligible for a refund, buyers must contact Project Emerald Customer Service within 5 days of delivery (or estimated delivery date if the item never arrived) and provide evidence, including:

  • Clear, unedited photos (for item issues)

  • Order number

  • Description of the issue

  • Any messages or agreements made with the seller

Refund Process

Once your case is submitted:

  1. Investigation Project Emerald will review the evidence and may reach out to both buyer and seller for clarification.

  2. Return (if applicable) If the refund is approved and the item must be returned, the buyer will be responsible for arranging and covering the cost of return shipping. The item must be sent back within 7 days using tracked postage. Tracking details must be provided.

  3. Refund Issued Once the returned item is received and inspected (or if a return is not required), a refund will be issued to the buyer’s original payment method within 7 business day.

Refund Conditions

  • Refunds will not be issued for:

    • Change of mind or buyer’s remorse

    • Fit/sizing issues (buyers are responsible for checking item measurements)

    • Minor wear or imperfections typical of pre-loved items

    • Delivery delays outside of the seller’s control (e.g. postal service issues after dispatch)

  • Shipping fees (original and return) are non-refundable, unless the item was proven to be counterfeit or in violation of our policies.

Disputes Outside of Policy

If you are seeking a refund for reasons not covered by our policy (e.g. you changed your mind), you’ll need to coordinate this directly with the seller.

  • Registered business sellers may have their own refund or return policies.

  • For individual sellers, accepting a refund or return is at their discretion.

Need Help?

If you believe you are eligible for a refund or would like to report an issue, please contact our Customer Service Team at hello@projectemerald.com.au. Be sure to include your order number and any relevant documentation