Refund policy

 

RETURN & REFUND POLICY

Last updated: February 23, 2026

Return Requests

To begin any return or resolution request, you must provide:

  • Order number

  • Email used on the order

No claim will be processed without verification.

Change of Mind

We offer a 30-day return window from the date of delivery.

For change-of-mind returns:

  • Item must be unused, unworn, unwashed

  • Tags attached

  • Original packaging intact

Return shipping costs are the responsibility of the customer.

Returns must be approved prior to being sent.

We do not provide prepaid return labels.

Sizing or Colour Issues

If there is a sizing or colour issue, please contact us with:

  • Order number

  • Email used

  • Clear photo evidence

Where appropriate, we may offer a one-time replacement shipment subject to a reshipment fee.

Returns due to sizing or colour preference are considered change-of-mind.

Quality Concerns

If you believe your item has a quality issue:

  • Contact us within 48 hours of delivery

  • Provide clear photo evidence

Where appropriate, we may offer a partial refund while you keep the item.

Return shipping remains the responsibility of the customer unless the product is determined to have a major fault under Australian Consumer Law.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, contact us within 48 hours with evidence.

We will assess and provide an appropriate resolution.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.

If a product has a major fault, you are entitled to a refund or replacement.

If the issue is minor, we may provide a repair, replacement, or partial refund.

International Returns

Approved returns must be sent to our designated return address provided after approval.

Return shipping costs are the responsibility of the customer.

We recommend using tracked shipping, as we are not responsible for items lost during return transit.

Refunds

Refunds are issued only after:

  • Inspection of returned goods, or

  • Agreement on a partial refund resolution

Approved refunds are processed within 10 business days.

Please contact us at varlya@use.startmail.com with your order number and the email used on the purchase.