I have a faulty item, what should I do?Updated a month ago
We’re genuinely sorry to hear that you’ve received a faulty item. We understand how disappointing this can be, and we always aim to deliver products that meet the highest standards of quality.
Returns for Faulty Items (Within 30 Days)
If your order is within 30 days of delivery, please lodge a return through our returns portal using the link below to receive a free return label: Here
Once your return is received, we’ll assess the item and determine the appropriate outcome.
Returns Outside 30 Days
If your order falls outside the 30-day returns period, please refer to our Warranty Policy: Here
In some cases, we may need the item returned for further inspection before a resolution can be confirmed.
Your Rights Under Australian Consumer Law
Under Australian Consumer Law, you are entitled to a remedy where a product is:
Faulty, unsafe, or defective
Not fit for its intended purpose
Not as described or shown
Otherwise deemed not to meet consumer guarantees
Depending on the assessment, you may be entitled to a repair, replacement, credit note, or refund.
Major faults: You are entitled to a replacement or refund.
Minor faults: We may offer a repair, replacement, or credit note, depending on what is most appropriate.
We reserve the right to decline a refund or credit where the item has been damaged due to misuse, neglect, or normal wear and tear.
Return Shipping Costs
If your item is confirmed as faulty, we will cover the cost of return postage. If the item is assessed and deemed not faulty, the return shipping costs will be the customer’s responsibility.
Important Notes
Please keep the item until your claim has been assessed. Where appropriate, we also encourage considering sustainability before disposing of items with minor faults that do not impact wearability.
Please note that issues resulting from normal wear and tear, change of mind, or improper use are not considered faults under this policy.