Product Returns & Short Supply claims (ANZ)

Timeframes

• Returns & Short Supply Claims must be lodged within 14 days of receipt of goods.
• Requests outside this timeframe may be assessed on a case-by-case basis.

Return Authorisation (RA) Requirement

• A Return Authorisation (RA) number is mandatory for all returns.
• To obtain an RA, email Customer Service with:

  • Invoice number(s)

  • Products being returned

• The Customer Service team will confirm the returns process and issue the RA number(s).

• Goods returned without an RA will be sent back at the customer’s expense.

Additional items requested after the original RA has been issued will not be accepted under the same RA and must be raised as a new Return Authorisation.

Restocking Fees (Customer-Initiated Returns)

Restocking fees apply based on the net value (ex GST) of returned goods:

• Below $350: $35 net restocking fee
• $350 and above: 10% restocking fee

Conditions Where Credit Will NOT Be Processed

Credits will not be issued for:

• Goods not returned in original packaging or resaleable condition
• Apparel damaged due to care instructions not being followed (e.g. washing/drying)
• Goods showing normal wear and tear
• Shop-soiled, discoloured, or aged stock
• Discontinued products
• Goods with customer-approved value-adds, including but not limited to:
  • Embroidery
  • Printing
  • Custom taping
• Products where Minimum Order Quantity (MOQ) is not returned in full

Claims We WILL Consider

• Goods lost or damaged in transit
• Goods that are faulty or defective due to workmanship or materials

Short Supplies

• Short supply claims must be submitted within 14 days of receipt of the order.
• Exceptions may be reviewed case-by-case.