Return Policy

At Project Emerald, we’re on a mission to create a more sustainable fashion future by making circular shopping simple, rewarding, and accessible by supporting the resale of quality secondhand and pre-loved items. As many of our listings are unique, pre-owned pieces, we encourage customers to review item details and images carefully before purchasing. Please read our return policy below:

Returns Eligibility

We generally do not accept returns for the following reasons:

  • Change of mind or buyer’s remorse

  • Incorrect fit or sizing issues (please check the measurements provided in the listing)

  • Minor signs of wear or imperfections consistent with secondhand items

  • Delays in delivery once the item has been dispatched on time

However, we do accept returns under specific circumstances:

  • The item is significantly not as described in the listing (e.g. major undisclosed flaws, wrong item sent)

  • The item arrives damaged in a way that was not disclosed or evident in the listing

  • The item is proven to be counterfeit or otherwise in breach of our authenticity standards

All return requests must be submitted within 5 days of delivery, along with supporting photos and a description of the issue.

How to Request a Return

To initiate a return:

1. Contact our customer service team at [hello@projectemerald.com.au] with:

  • Your order number

  • Description of the issue

  • Clear photos showing the item and concern

  • Our team will review your request and respond within 3- 5 business days.

  • If your return is approved, you’ll receive return instructions and a shipping label (where applicable).

Return Conditions & Deadlines

  • You must send the item back within 7 days of return approval, or the dispute will be closed and you won’t be able to appeal.

  • Items must be sent using tracked shipping, and you’ll need to provide the tracking number.

  • You may be reimbursed for return shipping costs (up to a set limit) if you provide a clear, unedited receipt that shows the date of shipment and the seller’s address.

  • Returned items must be securely packaged and in the same condition they were received.

  • Once the returned item is received and inspected, a refund will be issued to your original payment method within 7 business days.

  • Original shipping costs are non-refundable unless the item was faulty or not as described.

If Your Return Doesn’t Fall Within Our Policy

If you want to return an item for a reason that isn’t covered by our policies, you’ll need to arrange

this directly with the seller.

  • If the seller is a registered business, they may have their own return policy.

  • For individual sellers, it is their choice whether to accept the return.

Please reach out to the seller through your order messages to discuss the possibility of a return.

Arranging Your Own Return

When handling a return directly with the seller:

  • Use a trusted shipping provider, and consider purchasing insurance in case something goes wrong.

  • Pack the item securely, and ensure all parts or accessories are included.

  • Double-check that the item is being returned in the same condition it arrived.

Disputes & Support

If you're unable to resolve a return issue with the seller, Project Emerald may step in to assist. We

may request additional evidence (e.g., photos, tracking details, or message history) to assess the case.

Our team will make a final decision to ensure fairness for both buyer and seller.