Refund policy

Returns and Store Credit Policy

Returns timeframe

  • You have 7 days from the date you receive your item to contact us about a return.

Change of mind

  • We do not offer refunds for change of mind.
  • Store credit may be issued if all of the following apply:
    • The item is returned within 7 days of the delivery date.
    • The item is unused, unopened and in new, sellable condition.
    • The item is returned in its original packaging.
  • Return postage is at the purchaser’s expense unless the item is faulty.
  • This does not affect your statutory rights.

What counts as change of mind

This includes, but is not limited to:

  • Wrong size, colour or product selected.
  • Item no longer required.
  • Order cancelled after purchase but before dispatch.
  • Order cancelled after dispatch but before delivery.
  • Failed delivery attempts or return to sender.
  • Orders cancelled or returned after delivery.
  • Concerns about dispatch speed or delivery time.

Return eligibility

To be eligible for a return:

  • The item must be in the same condition as received.
  • The item must be unworn or unused.
  • Tags must still be attached.
  • The item must be in its original packaging.
  • Proof of purchase is required.

How to request a return

  • Email shop@onenation.org.au within 7 days of delivery to request a return.
  • Approved returns must be sent to the address provided after approval.
  • Items sent back without prior approval will not be accepted.

Faulty, damaged or incorrect items

  • Inspect your order as soon as it arrives.
  • Contact us immediately if the item is faulty, damaged or incorrect.
  • Faulty items will be assessed and resolved in line with Australian Consumer Law.
  • Return postage will be covered where the item is confirmed faulty.

Non-returnable items

The following items cannot be returned:

  • Perishable goods such as food, flowers or plants.
  • Custom or personalised products.
  • Personal care products.
  • Hazardous materials, flammable liquids or gases.
  • Sale items.
  • Gift cards.

Exchanges

  • We do not offer direct exchanges.
  • If approved, return the item and place a new order separately.

European Union orders

  • Orders shipped to the European Union may be cancelled within 14 days of delivery.
  • Items must be unused, in original packaging and include proof of purchase.
  • This does not create a right to a refund for change of mind beyond what is required by law.

Refunds

  • Refunds apply only to approved faulty returns.
  • Once received and inspected, you will be notified of the outcome.
  • Approved refunds are processed to the original payment method within 10 business days.
  • If more than 15 business days have passed since approval, contact shop@onenation.org.au.