Still waiting on a

Spotlight

refund?

Spotlight allows refunds for change of mind, but only under strict conditions.

✔ 28-Day Change of Mind Refunds

You have 28 days from your purchase date (or from delivery for online orders) to request a refund.

After 28 days, Spotlight generally won’t refund unless the product is faulty.

✔ Proof of Purchase Required

You must provide:

• Spotlight store receipt, OR
  
  
• Online tax invoice/email confirmation
  
  
• Bank statement only accepted at staff discretion
  

No receipt = no refund.

VIP members may have purchases recorded under their account, which can sometimes help.

✔ Item Must Be in Original, Unused Condition

Spotlight requires products to be:

• Unused
  
  
• Undamaged
  
  
• In original packaging
  
  
• With all accessories/manuals
  
  
• With tags intact
  

If packaging is torn, missing, or the product has been used a refund may be denied.

❌ Items NOT Eligible for Change-of-Mind Refunds

Spotlight excludes some products from change-of-mind returns:

• Cut-to-length fabric, ribbon, lace
  
  
• Bridal fabric
  
  
• Custom-made orders (curtains, blinds, shutters)
  
  
• Supplier Direct / Online-Only special-order items
  
  
• Clearance / Final Sale items
  
  
• Sewing machines, overlockers, craft machines
  
  
• Gift cards

These items can only be refunded if faulty.

✔ Faulty, Damaged, or Not-As-Described Products

Australian Consumer Law guarantees your right to a refund or replacement if:

• The product has a major fault
  
  
• It is not as described
  
  
• It is not fit for purpose
  
  
• It arrived damaged
  

This applies even after 28 days. Spotlight must offer a remedy (refund, replacement, repair).

🔐 ID May Be Required

Spotlight may request photo ID for refund verification, especially for higher-value returns.

Spotlight offers two refund pathways: in-store (preferred) or online via support.

1. In-Store Refund (Fastest & Recommended)

Steps:

1. Bring the item + proof of purchase
   
   
2. Staff inspect condition & purchase date
   
   
3. Choose refund, exchange, or store credit
   
   
4. Refund processed immediately to original payment method
   
   
5. Show ID if requested
   
   
6. Receive refund receipt
   
   

You can return to any Spotlight store, not just the one you purchased from.

2. Online Order Refund (If You Can’t Visit a Store)

Spotlight does not have an automated mail returns portal. You must contact Customer Service.

What to expect:

• Provide order number + refund reason
  
  
• Spotlight confirms eligibility
  
  
• They give return instructions (including return address)
  

Change-of-mind: you usually pay return postage yourself.

Faulty items: Spotlight often covers the return cost.

3. Returning Bulky or Supplier Direct Items

Contact Customer Care, special processes apply for big items (furniture, rods, custom blinds). Stores generally cannot accept Supplier Direct items.

4. Exchange Process

In-store:

• Swap item instantly
  
  
• Pay/refund any price difference
  

Online orders:

• Refund processed → you then place a new order
  

✔ In-Store Refunds

• Refund initiated immediately
  
  
• Cash: instant
  
  
• Card: typically 2–5 business days
• Gift card: issued immediately
  
  
• Store credit: instant
  

✔ Online/Mail Refunds

Allow up to 14 days total for:

• Transit time to Spotlight’s warehouse
  
  
• Inspection
  
  
• Refund processing
  

After processing, bank/PayPal/Afterpay refunds can take 1–5 business days to appear.

✔ Delays Can Happen If:

• Peak retail seasons
  
  
• Missing paperwork
  
  
• No proof of purchase
  
  
• Item not in resalable condition
  
  
• Warehouse backlog
  

Spotlight always refunds using the original payment method.

Refund Types

• Credit/Debit Card → same card
  
  
• Cash → refunded in cash (in store)
  
  
• PayPal/Afterpay/Zip → processed through those platforms
  
  
• Gift card purchase → refunded to a new gift card
  
  
• Afterpay/Zip → instalments cancelled or refunded
  

Spotlight cannot refund to a different card or issue bank transfers instead.

Partial Refunds

For bundle deals (like “3 for $20”), refunds are prorated. For sets, you may need to return the entire set unless the fault is isolated.

1. Missed the 28-Day Window

The most common reason refunds are refused.

2. Returning Excluded Items

Cut fabric, custom-made items, machines, and clearance stock cannot be refunded for change of mind.

3. Item Not in Resellable Condition

Missing packaging, torn boxes, assembled items, missing parts = refund denied.

4. No Proof of Purchase

Stores rarely refund without it. At best, you may get store credit at lowest recent price.

5. Online Return Confusion

Some customers report delays when store staff forward online orders to the warehouse instead of processing in-store.

6. Faulty Items Misdiagnosed

Occasionally a defect is mistaken as “wear and tear”, you may need to escalate to a manager.

7. No Response From Customer Care

Rare but reported. Use phone + store support if emails go unanswered.