We have a customer-first service mentality, so if you’re not happy with your product, please contact us for assistance and send us your order number and a photo so we can see what’s gone wrong!
If you need to make a change after your order is submitted. Please contact us immediately. (Within a few hours on weekdays, but as soon as humanly possible). We may be able to cancel and refund your order, so you can start from scratch.
Otherwise, we may have already started work on your order and have it packed for shipping. In which case, we can’t offer any refunds on the shipping portion of the order, should you decide to cancel.
Refunds
According to consumer law, we do accept refunds within 30 days of purchase. You must notify us via the contact form and state the reason for wanting a refund.
Refunds will only be issued once the goods are returned. Returned items must be in original condition, unused, unworn, and not soiled.
Faulty Products
Items deemed faulty will be replaced. Any items deemed faulty that cannot be replaced will be accepted for a full refund (inc. shipping). Purchasers will not have to pay for the return shipping.
Please contact us before returning an item.
Products for Exchange
Please read the product sizing guide carefully. Exchanges can be made for certain apparel sizing issues.
If you choose the wrong size or want a different colour, you may return your items for an exchange.
We usually split the shipping costs. You return the item, and we ship you another. Splitting the shipping costs.
Please contact us before returning an item.
Refund Exemptions
Several types of goods are exempt from being returned or refunded. Perishable goods such as Glow sticks, Rave lights and Contact lenses cannot be returned.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use.
- CD, DVD, software, video game or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Processing Fees
A full refund is only available for Direct deposits. As we do not charge a payment processing fee on the original transaction (for payment methods like Credit Card and PayPal), there is still a processing fee involved with the transaction. Since 2020, the Credit Card companies no longer waive the processing fees on refunds.
Should you pay for an order with either Stripe or PayPal and then cancel and request a refund? We can only pass on the refund, minus the card processing fees. If the items have been shipped, the refund will not include the shipping costs
Sale items
Only regular-priced items may be refunded to full price (ex shipping). Sale items cannot be refunded.
Returns
Returns will only be accepted if you contact us within 30 days of the purchase date. Please contact us and get a RAN (Return Authorisation Number) number BEFORE you return your item.
If you change your mind, you can return your product for a full refund (ex. shipping). Return Shipping is at the buyer’s expense.
Please contact support before returning an item.