Refund policy

CANCELLATION BY US
We reserve the right to cancel your order and we will notify you of this as soon as possible.  Where payment has already been debited, the full amount will be credited back to your original method of payment.

CANCELLATION BY YOU

Subject to clause 6.3 , you may cancel your Order up to the time that we confirm your Order in writing to you. Once we confirm your Order, your Order is binding and cannot be changed by you. However, our refunds and exchanges process in clause 6.3 may apply.

Payment for custom items will occur, or be withheld from the refund amount.

CUSTOM PRODUCTS

(a) Made-to-order or customised Products (Custom Products) require us to order additional supplies that we do not readily have in stock. We do not offer cancellations, change of mind refund or returns for Custom Products. Cancellation fees, as set out on our Website, may apply for Custom Products to reimburse us for the additional cost we incur to start making any Custom Products.

(b) However, our refunds and exchanges process in clause 6.4 will apply, if you believe that any Custom Product you received is faulty.

RETURNS AND EXCHANGES

(a) We do not offer change of mind returns.   
(b)  (Change of size exchanges) If you have ordered Products that are clothing goods that you would like to exchange for a different size, please let us know within 7 days of receipt of the clothing goods by emailing us details of your order and the size you would like instead. If you have received clothing goods that were not the size you ordered, we will exchange them at no cost to you and if we are unable to do so, we will provide you with store credit or refund (at our option). In all other circumstances, we will do our best to exchange the clothing for the new size you have requested, at our discretion (provided that you have contacted us within 7 days of receipt of the clothing goods).
(c) We will provide a full refund of the price paid for a Product if we determine that:   
   (i) a Product you have ordered was not received by you solely due to failure by us;   
   (ii) a Products provided to you was not substantially the same as the Product you ordered as                   displayed on our Website (subject to reasonable variation as a result of screen display, colour             and brightness, and image quality); or   

   (iii) a Product is faulty, in accordance with clause 6.4(d) .

(d) (Faulty products) The following process applies to any Product you believe to be faulty.   

   (i) If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images).   

   (ii) If we determine that your Product may be faulty, we will request that you send the Product back to us at your cost for further inspection, including any accessories, manuals, documentation or registration shipped with the Product.  We reserve the right to further inspection before deeming a Product faulty.   

   (iii) If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to:    

(A) fair wear and tear;      

(B) misuse, including but not limited to improperly installing, using or maintaining the Product;      

(C) exposure to conditions due to the manner in which the Product was installed or used;      

(D) failure to use in accordance with the manufacturers instructions;      

(E) a lack of maintenance;      

(F) failure to take reasonable care; or      

(G) any other breach of clause 18 , we will refuse your return and send the Product back to you at your cost.

   (iv) If we determine that the Product is faulty, you will be credited the full amount paid (including shipping costs) and you may request a refund, exchange or store credit. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

   (v) If you fail to comply with the provisions of this clause 6 in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.

   (vi) Nothing in this clause 6 is intended to limit or otherwise affect the operation of any manufacturers; warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.

Updated - March 2024