Return and Refund Policy

At Sand & See we want you to be happy with your order. If something isn't right, this page explains exactly how returns, exchanges and refunds work.

1. You have 30 days

You have 30 days from the day you receive your order to request a return.

Requests made after 30 days cannot be accepted, unless the item is faulty (see section 6 and section 11).

2. What condition the item must be in

We only accept items back that are still in new condition. This means the item is:

• unopened and in its original packaging, or
• never used, with all original tags and accessories still attached

Items that have been worn, washed, used, damaged after delivery, or returned without their original packaging cannot be accepted.

3. How to start a return

1. Email us at support@sandandsee.com within 30 days of receiving your order.
2. Include your order number, the item(s) you want to return, and the reason for the return.
3. We will reply within 24 hours with written approval and the return instructions.
4. Post the item back to us.

Please request a return before sending anything back. Parcels sent to us without an approved return request cannot be processed or refunded.

4. Where to send your return

Returns are sent by post to our Australian warehouse:

Sand & See Returns
33 McDowell St
Welshpool WA 6106
Australia

Important: Please clearly write "Sand & See" on the parcel and on the shipping label. Our warehouse handles goods for more than one business, so a parcel without this note may not reach us.

5. Who pays for return shipping

This depends on the reason for the return:

Change-of-mind returns: you are responsible for buying your own return shipping label and for posting the parcel. We recommend using a tracked service, as we cannot refund a parcel that does not reach us.

Faulty, damaged or incorrect items: do not pay for anything. Contact us first and we will cover the cost of returning the item to us, or reimburse the postage you paid once you send us the receipt.

There are no restocking fees. We never charge a fee for accepting a return.

6. Damaged, faulty or incorrect items

Please check your order as soon as it arrives.

If an item is faulty, damaged in transit, or is not the item you ordered, email support@sandandsee.com within 7 days of delivery with your order number and clear photos of the item and the packaging. We will assess it and put it right — at no cost to you — with a free replacement, a free repair, or a full refund, depending on what you prefer and what the fault is.

7. Exchanges

Yes, we accept exchanges. If you'd like a different size, colour or product, let us know when you request your return.

The fastest way is to return the original item and place a new order straight away, so your new item is on its way while your return is in transit. If you'd rather wait, we can send the replacement once your return arrives and passes our check.

For change-of-mind exchanges you pay to post the item back to us, and we pay to send the replacement out to you. For faulty or incorrect items, the whole exchange is free.

8. Items we cannot accept back

For hygiene, safety and legal reasons we cannot accept returns of:

• items that have been used, worn or washed
• items returned without their original packaging or tags
• perishable goods
• personal care and beauty items where the seal has been broken
• personalised or custom-made items
• gift cards
• hazardous materials, flammable liquids or gases

This does not limit your rights if an item is faulty — see section 11.

9. Cancelling an order

If your order has not been dispatched yet, email us at support@sandandsee.com and we will cancel it and refund you in full. Once an order has left our warehouse, please follow the return process above.

10. Refunds

Once your return arrives at our warehouse we check it and email you to confirm whether it has been approved.

• Approved refunds are processed within 14 days of us receiving your return.
• Refunds are always paid back to your original payment method. We cannot refund to a different card or account.
• Your bank or card provider may take a few extra business days to show the money in your account.
• For approved returns we refund the full price of the item. Original shipping costs are refunded when the return is due to a fault, damage or our error.

If more than 14 days have passed since we confirmed your refund was approved and you still have not received it, email support@sandandsee.com and we will chase it up for you.

11. Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to the 30-day return window described above.

Contact information

Customer Service Hours:
Monday to Friday: 09:00 – 17:00 AEST
Weekends: 11:00 – 16:00 AEST
We aim to respond to your inquiries within 24 hours.

Email: support@sandandsee.com
Phone number: +61 3 4152 7888
Contact Form: Open Contact Form

Sand & See is owned and operated by ABI Galaxy, a company based in The Netherlands.

Store name: Sand & See
Company name: ABI Galaxy
KvK (Netherlands Chamber of Commerce) number: 88473198
Address: Keurenplein 41, Amsterdam, North-Holland, 1069 CD, The Netherlands
Warehouse address: 33 McDowell St, Welshpool WA 6106, Australia