Refund policy

Returns & Refunds Policy

We stand behind the quality of our products and take care with every order. This policy explains how returns, refunds, replacements, and special cases are handled.

Change of Mind Returns

If you decide an item isn’t right for you, we’re happy to consider a return under our change-of-mind policy.

Conditions:

  • Returns must be requested within 30 days of delivery

  • Items must be unused, in resalable condition, and returned with all original packaging, labels, and accessories

  • Packaging must be clean, unmarked, and intact

For sleeves and other plastic-based accessories, packaging must remain sealed and unopened. Once opened, these items are not eligible for change-of-mind returns.

All returns are inspected upon receipt. If the return meets our criteria, we’ll confirm by email and process your refund.
If the item does not meet the required condition, a store credit or partial refund may be offered instead.

Return postage for change-of-mind returns is the responsibility of the customer. We strongly recommend using a tracked return service.

Exchanges

We do not offer direct exchanges.
If you’d like a different item, please return the original product (subject to the change-of-mind conditions) and place a new order.

Faulty or Damaged Products

If an item arrives damaged or develops a fault, please contact us as soon as possible.

To help us assess the issue, we may request:

  • A short description of the problem

  • Clear photos or a short video showing the fault or damage

Once reviewed, we’ll advise the next steps. If a return is required, we’ll provide a prepaid return label and instructions for secure packaging.

Where applicable, replacements or refunds will be provided in line with Australian Consumer Law.

Incorrect or Missing Items

If your order is missing an item or contains the wrong product, please contact us promptly with your order number and a description of the issue. Photos can help speed up resolution.

If a return is required, we’ll cover the return shipping and arrange for the correct item to be sent out as soon as possible.

Refunds

Once your return has been received and assessed, we’ll notify you by email of the outcome.

Approved refunds are issued to the original payment method. Processing times vary by payment provider.

Returns that do not meet our change-of-mind requirements may receive a partial refund or store credit.

  • For approved faulty or incorrect item refunds, standard shipping costs will also be refunded

  • Express shipping and delivery upgrades are not refundable

  • Change-of-mind returns do not include a refund of shipping costs

Purchases Made Through Other Retailers

If you purchased one of our products through an authorised third-party retailer, your first point of contact should be the retailer you purchased from.

Faulty items are generally handled directly by the retailer. If further assistance is required, you are welcome to contact us.

Change-of-mind returns for third-party purchases are subject to the retailer’s own returns policy and cannot be processed by us.

Sale & Promotional Items

From time to time, we offer promotions or sale pricing.

If an item you purchased goes on sale within 72 hours of your order, you may request a store credit for the price difference.
This applies to account holders only and is not available as a cash refund.

Pre-Orders (Returns)

Refunds on pre-orders may not be available once stock has been allocated or prepared for dispatch.
If you require assistance with a pre-order, please contact us and we’ll do our best to help.

Wholesale Customers

Wholesale account holders are supported in a similar manner to retail customers.
If you are a registered wholesale customer and require assistance with an order, please refer to this policy or contact us directly.