Refund policy
Your rights under 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 limits those rights.
Faulty or incorrect items
If an item arrives damaged, faulty, or is not what you ordered, contact us at [EMAIL] within 30 days of delivery with your order number and photographs of the issue.
Where a fault is confirmed, we will cover return postage and provide a replacement or refund. You choose which, where the failure is major.
Change of mind
We accept change-of-mind returns within 30 days of delivery, provided the item is:
- Unused and in its original condition
- In its original packaging with all tags attached
- Accompanied by proof of purchase
Return postage for change-of-mind returns is at your cost. Original shipping charges are not refunded.
Refunds are processed to the original payment method within 10 business days of the returned item being received and inspected.
Items we cannot accept for change of mind
For hygiene and safety reasons, we cannot accept change-of-mind returns on:
- Riding helmets where the tags or seals have been removed, or where the helmet has been worn. A helmet that has been dropped or subjected to impact must not be resold.
- Undergarments and baselayers where the hygiene seal has been removed
- Items made or altered to order
This does not affect your rights if the item is faulty.
Sale and clearance items
Change-of-mind returns are not available on items marked as clearance or final sale. Your rights under the Australian Consumer Law still apply if the item is faulty.
Returning rugs
Rugs must be clean and dry when returned. We cannot accept a rug that is soiled or damp.
Sizing and measurements
If you supply measurements with your order, our staff will do their best to match a product to them. We cannot accept responsibility for measurements supplied incorrectly, or for an item not fitting despite our best efforts. Size guides on our product pages are a guide only.
How to start a return
Email [EMAIL] with your order number and the reason for return. We will confirm the return address and next steps before you send anything back.
Please do not send items back without contacting us first.
Contact
[TRADING NAME] [AUSTRALIAN POSTAL ADDRESS] [PHONE] [EMAIL] ABN [ABN]