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Returns Policy

 

1. Introduction

This returns policy (Returns Policy) is to be read in conjunction with our Terms and Conditions.

2. Returns

All returns, refunds and exchanges are subject to the terms and conditions set out in this Returns Policy. Customers should carefully read and understand this Returns Policy before purchasing any products and prior to requesting a return, refund or exchange, as eligibility may be subject to specific requirements, conditions, exclusions, timeframes and supporting information or proof of purchase. By requesting a return, refund or exchange, the customer acknowledges and agrees to comply with this Returns Policy.

We do not offer refunds or exchanges for:

  • change of mind;
  • hygiene or intimate items (including underwear, socks, swimwear, earrings, or similar), except where faulty or not meeting Australian Consumer Law guarantees; or
  • personalised, custom-made, or made-to-order items (including those printed or embossed with member names, handles, member numbers, or other custom specifications), except where faulty or not meeting Australian Consumer Law guarantees.

3. Cancellations

Pre-orders and backorders are fulfilled based on estimated dispatch dates provided at purchase, subject to stock availability and supply chain factors. You may cancel a pre-order or backorder at any time before dispatch confirmation without penalty. We reserve the right to cancel your order (with full refund) if we cannot fulfil it due to stock shortages, supplier failure, or other circumstances beyond our reasonable control.

You may cancel your order at any time prior to dispatch confirmation by contacting us. Once dispatch is confirmed, cancellation is not available, and our Returns Policy applies.

We reserve the right to refuse, cancel, or amend orders (with full refund where applicable) in our discretion for: pricing errors; suspected fraudulent activity; stock unavailability after order placement; or orders placed for resale or commercial purposes beyond personal use.

4. Faulty Goods

In the event that the Goods arrive damaged or broken, contact us at [email protected] within five (5) days of the date that you received the Goods with the following details:

  • Order number;
  • Photo of the faulty Goods; and
  • Proof of purchase in the form of your confirmation email, order invoice or original receipt must accompany your request.

For any other faults or failures in the Goods discovered after delivery, including latent defects or issues arising during normal use, the Buyer must notify the Seller within sixty (60) days of purchase, providing the same details as set out in paragraphs 4.1(a) to (c) above.

If an item is faulty, wrongly described, incorrect or otherwise in breach of Australian Consumer Law, then we will meet our legal obligations which may include providing a replacement good or online store credit, or refunding the purchase price and delivery charges, provided that you produce satisfactory evidence of faulty or damaged good and a valid proof of purchase as outlined in our Return Conditions.

We can assist you with a replacement, refund or online store credit, provided that upon assessment by us:

  • the Good is considered damaged, broken or faulty or in breach of Australian Consumer Law; or
  • the Good varies significantly to the description and/or images on the Sites; or
  • the Good delivered is not the item that was ordered.

5. Returns Process

Once you have contacted us about a faulty, damaged, incorrect or broken item, we will advise you to how to safely dispose of the item or where relevant, return it to us at our expense.

Please do not post a faulty, damaged or broken item to us. We take no responsibility where an item that is returned to us by post is not received by us or is lost or damaged.  

6. Replacements and Exchanges

We may allow an exchange of size at our discretion. Any approved return or exchange for change of size must be sent at your cost, and the item must be unused, unworn, and in its original condition and packaging.

Change-of-size exchanges are not available for sale, clearance, or final-sale items. Please note that we may not be able to offer a replacement or exchange on some Goods if there is no longer stock available. 

7. Refund Tender

Refunds

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method.  For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase. 

For purchases made through Locker Points, refunds will be provided through Locker Points. 

If mixed payment was used for purchase, refunds will be issued using the original method(s) of payment, pro-rated according to the proportion of each payment type used in the original transaction (e.g., for a purchase of $20 cash + 500 Locker Points, a full refund will return $20 cash and 500 Locker Points).

If Locker Points conversion rates have changed since purchase, the refund will restore the original number of Locker Points tendered (not their equivalent cash value at the time of refund), with any cash component refunded in full.

In the event of a refund, return, or cancellation of any purchase (in whole or part), any Member Benefits earned on or attributable to that purchase will be reversed, cancelled, or adjusted proportionally, regardless of whether those benefits have been redeemed or used (including entries in promotions, draws, or competitions).

Where Member Benefits have been redeemed and contributed to a prize or benefit already awarded (e.g., entries used in a completed draw), we reserve the right to: (a) void the prize or benefit won using such reversed benefits; or (b) recover from the Member the equivalent monetary value of the prize or benefit, at our election. 

Please note that processing of refunds can take up to seven (7) business days to show on your account due to varying processing times between payment providers.  

Store Credit / Locker Points

If you are to receive online store credit / Locker Points, the credits / Locker Points are applied to your account or through the issue of a coupon code once your return has been processed.

Please allow up to three (3) business days for store credit to be applied from the date on which we receive your items.

Store credits and Locker Points are valid for three (3) years before expiry.

You can check your store credit balance by logging on to your account. To use your store credits and/or Locker Points, you will have the option in the checkout on the payment step.

8. Consumer Guarantees

This Returns Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from us is faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose a refund, exchange or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure.  Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this Returns Policy and any terms and conditions specified on our Website.

9. Amendment

This Returns Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions, before making any purchase. Our agents, employees and third parties do not have authority to change this Returns Policy or our Terms and Conditions

10. Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our customer service team by email at: [email protected].