Refund policy

Thank you for shopping with austm.shop.

This Return and Refund Policy explains how returns, exchanges, replacements, and refunds are handled for products purchased through austm.shop.

This policy applies in addition to the rights and remedies available to Australian consumers under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded.

1. Contact Information

For return, refund, replacement, or order-related enquiries, contact:

Store name: austm.shop
Email: info@austm.shop
Phone: +61 417 016 649
Business address: 29/51–63 Euston Road, NSW 2015, Australia

Please do not return products to our business address without receiving written return instructions from us. The approved return address may be different from our business correspondence address.

2. Australian Consumer Law

Products sold to Australian consumers come with statutory consumer guarantees.

A product must generally:

  • Be of acceptable quality;

  • Be safe, durable, and free from defects;

  • Be fit for its normal purpose;

  • Be fit for any particular purpose disclosed before purchase;

  • Match its description;

  • Match any sample or demonstration model; and

  • Meet any additional promises made about it.

Where a product fails to meet a consumer guarantee, the customer may be entitled to a repair, replacement, refund, or compensation, depending on the nature and seriousness of the problem.

These statutory rights may continue beyond any return period stated in this policy.

3. Change-of-Mind Returns

In addition to your statutory rights, austm.shop offers a voluntary 30-day change-of-mind return period for eligible products.

The 30-day period begins on the date the order is recorded as delivered.

To request a change-of-mind return, contact us at info@austm.shop within 30 days of delivery.

A change-of-mind return may include situations where:

  • The customer ordered the wrong size;

  • The customer selected the wrong colour;

  • The product is no longer wanted;

  • The customer no longer likes the style; or

  • The customer found a similar product elsewhere.

Change-of-mind returns are subject to the eligibility requirements below and are separate from rights relating to faulty, damaged, unsafe, or incorrectly supplied products.

4. Eligibility for Change-of-Mind Returns

To qualify for a voluntary change-of-mind return, the product must:

  • Be returned within the approved return period;

  • Be unworn, unused, unwashed, and unaltered;

  • Be in its original condition;

  • Have all original tags, labels, hygiene seals, and protective coverings attached;

  • Be free from stains, makeup, perfume, smoke, pet hair, deodorant marks, or other signs of use;

  • Be returned with its original packaging where reasonably possible;

  • Include any accessories or promotional items supplied with it; and

  • Be accompanied by proof of purchase.

Trying on a garment solely to assess fit will not necessarily make it ineligible, provided the product remains clean, undamaged, and otherwise in resalable condition.

We may refuse a voluntary change-of-mind return if the product does not meet these conditions.

This section does not limit rights relating to faulty or non-compliant goods under the Australian Consumer Law.

5. Products Excluded from Change-of-Mind Returns

For hygiene, safety, customisation, or resale reasons, the following products are not eligible for voluntary change-of-mind returns unless faulty, damaged, incorrectly supplied, or otherwise covered by applicable law:

  • Underwear and intimate apparel;

  • Hosiery and socks that have been opened or worn;

  • Swimwear where the hygiene seal has been removed;

  • Earrings and pierced jewellery;

  • Cosmetics, beauty products, or personal-care products that have been opened;

  • Products marked as final sale;

  • Personalised or custom-made products;

  • Gift cards;

  • Products altered at the customer’s request; and

  • Products showing signs of wear, washing, misuse, or damage after delivery.

The exclusion of these products from our voluntary change-of-mind policy does not remove any statutory remedy available for a product that fails to meet a consumer guarantee.

6. Sale and Clearance Products

Sale, clearance, discounted, and promotional products remain covered by the Australian Consumer Law.

However, unless otherwise stated on the relevant product page, products clearly marked as final sale are not eligible for voluntary change-of-mind returns.

A final-sale designation does not prevent a customer from requesting an appropriate remedy where the product is faulty, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.

A customer may not be entitled to a remedy for a defect that was specifically disclosed before purchase and was the reason the product was discounted.

7. Faulty, Defective, or Unsafe Products

Contact us as soon as reasonably possible if a product:

  • Is faulty or defective;

  • Is unsafe;

  • Is not of acceptable quality;

  • Does not perform as reasonably expected;

  • Is not fit for its normal purpose;

  • Is not fit for a disclosed particular purpose;

  • Is materially different from its description or images; or

  • Develops a problem within a period in which the product could reasonably be expected to remain functional.

Please provide:

  • Your full name;

  • Your order number;

  • A description of the problem;

  • The date the problem was first noticed;

  • Clear photographs or videos showing the issue; and

  • Any other relevant supporting information.

Photographs and videos may assist us in assessing the issue, but we will not impose unreasonable evidence requirements where the defect is otherwise apparent.

8. Major Problems

A product may have a major problem where, for example:

  • A reasonable customer would not have purchased it had they known about the problem;

  • The product is unsafe;

  • The product is substantially different from its description, sample, or representation;

  • The product cannot be used for its normal purpose and cannot easily be repaired within a reasonable time; or

  • The product cannot be used for a purpose disclosed to us before purchase and cannot easily be corrected.

Where a product has a major problem, the customer may generally choose between:

  • A refund; or

  • A replacement of the same type and similar value, where reasonably available.

The customer may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the failure.

9. Minor Problems

Where the problem is minor and can be fixed within a reasonable time, austm.shop may choose to provide an appropriate remedy, such as:

  • A repair;

  • Replacement of a defective component;

  • A replacement product; or

  • Another reasonable solution.

If the problem cannot be fixed, is not fixed within a reasonable time, or develops into a major problem, the customer may become entitled to reject the product and request a refund or replacement.

10. Incorrect Products

Contact us promptly if you receive:

  • A product you did not order;

  • The wrong size or colour;

  • A product different from the product shown in your order confirmation; or

  • An incorrect quantity.

Please send photographs of:

  • The product received;

  • The packaging;

  • The shipping label; and

  • Any product labels or barcodes.

After confirming the error, we will provide appropriate instructions and arrange a replacement or refund.

Reasonable return costs for a product incorrectly supplied by us will be covered by austm.shop.

11. Products Damaged During Delivery

If an order arrives damaged, contact us as soon as reasonably possible.

Please retain:

  • The damaged product;

  • The external shipping packaging;

  • Internal protective packaging;

  • The shipping label; and

  • Any delivery documentation.

Please send clear photographs showing the condition of the parcel and product.

Do not dispose of the product or packaging until we confirm whether it is required for assessment, carrier investigation, replacement, or return.

Where the product was damaged before delivery, we will provide an appropriate remedy in accordance with applicable law.

12. Missing Products or Incomplete Orders

Some orders may be shipped in more than one parcel and may arrive on different dates.

Before reporting a missing product, please:

  • Review your dispatch confirmation;

  • Check whether multiple tracking numbers were provided;

  • Confirm whether the parcel contains a packing slip; and

  • Allow any separately dispatched parcels to arrive within the estimated delivery period.

If an item is still missing, contact us with your order number and photographs of the parcel, packaging, shipping label, and products received.

After investigation, we may send the missing product or issue a refund where appropriate.

13. Incorrect Size or Fit

Choosing the wrong size is generally treated as a change-of-mind return unless:

  • The product was labelled with the wrong size;

  • The measurements materially differ from the published size information;

  • We sent a different size from the one ordered; or

  • The product otherwise fails to match its description.

Eligible size-related change-of-mind returns must satisfy the conditions in this policy.

We recommend reviewing the size guide and product measurements before ordering, as sizing may vary between products and manufacturers.

14. Colour and Appearance

Product colours may appear slightly different because of screen settings, lighting, photography, and minor production variations.

A minor colour variation that does not materially change the product may not constitute a defect.

However, customers retain their rights where a product is materially different from its description, photographs, sample, or representation.

15. Starting a Return

To request a return, email:

info@austm.shop

Include:

  • Your full name;

  • Order number;

  • Product or products being returned;

  • Reason for the return;

  • Whether you are requesting a refund or replacement;

  • Photographs or videos where relevant; and

  • Any other supporting information.

We will review the request and provide written return instructions where the return is approved or further inspection is required.

Do not send a return before receiving our instructions.

16. Return Authorisation

An email acknowledging or approving a return does not automatically guarantee a refund.

Returned products may be inspected to confirm:

  • The identity of the product;

  • The reported condition;

  • Eligibility under this policy;

  • Whether the product has been used, washed, altered, or damaged;

  • Whether all parts and accessories are included; and

  • Whether the issue falls under a statutory consumer guarantee.

We will not refuse a valid statutory remedy solely because original packaging is unavailable where proof of purchase and the relevant product problem can otherwise be established.

17. Return Address

The following address is our business correspondence address:

austm.shop
29/51–63 Euston Road
NSW 2015
Australia

This is not automatically the authorised return address.

The correct return address will be supplied after your request has been reviewed. Products returned to an unauthorised address may be delayed, refused, or returned to the sender.

18. Proof of Purchase

Proof of purchase may include:

  • An order confirmation email;

  • A tax invoice or receipt;

  • A bank or card statement;

  • A payment confirmation;

  • The order number; or

  • Other reasonable evidence showing that the product was purchased from austm.shop.

We may request identity or order verification where reasonably necessary to prevent fraud and protect customer information.

19. Return Shipping Costs

Change-of-Mind Returns

For approved change-of-mind returns, the customer is responsible for:

  • Return postage;

  • Suitable packaging;

  • Any optional shipping insurance; and

  • The risk of loss until the return is delivered.

Original delivery charges are generally not refundable for a change-of-mind return, except where required by law. Where the original order received free standard shipping, no standard outbound shipping charge will be deducted unless a charge was clearly disclosed before purchase.

Faulty or Incorrect Products

Where a product fails to meet a consumer guarantee, was damaged before delivery, or was incorrectly supplied, austm.shop will cover or reimburse reasonable return costs where required.

Please contact us before paying for return shipping so that we can provide instructions or an approved shipping method.

20. Packaging Returns

Customers must package returned products carefully to prevent damage during transport.

Where reasonably possible:

  • Use the original shipping packaging;

  • Protect the product from moisture and impact;

  • Remove or cover old shipping labels;

  • Include the return reference provided by us; and

  • Keep the postage receipt and tracking number.

We are not responsible for damage caused solely by inadequate packaging used for a voluntary change-of-mind return.

21. Tracking Return Parcels

We recommend using a trackable return service.

For change-of-mind returns, the customer is responsible for the parcel until it reaches the approved return address.

If the tracking shows that the return was delivered but has not been processed, contact us with the tracking number and delivery confirmation.

22. Inspection and Processing

After a return is delivered, we aim to inspect and process it within 5 business days.

Processing may take longer during:

  • Public holidays;

  • Promotional periods;

  • High-volume return periods;

  • Carrier delays; or

  • Cases requiring technical or supplier assessment.

We will contact you if additional information is required.

23. Refund Approval

When a refund is approved, we will send a confirmation email.

Refunds will generally include the amount paid for the approved returned product.

A refund may also include applicable delivery charges where:

  • The complete order is rejected because of a major failure;

  • The wrong product was supplied;

  • The product arrived damaged;

  • The order was not supplied as agreed; or

  • Applicable law requires those charges to be refunded.

Unaffected products retained by the customer are not normally refunded.

24. Refund Method

Approved refunds will normally be issued to the original payment method used for the order.

We generally cannot redirect a refund to:

  • A different card;

  • A different bank account;

  • Another customer;

  • A third-party payment account; or

  • A different payment method.

Where the original payment method is no longer available, contact us so that a lawful and secure alternative can be considered.

25. Refund Timeframe

After we issue an approved refund, it may take approximately 5–10 business days to appear in the customer’s account.

The actual time depends on:

  • The bank;

  • Card issuer;

  • Payment provider;

  • Payment method; and

  • Financial institution processing periods.

This banking period begins after the refund has been processed by austm.shop.

26. Late or Missing Refunds

If you have received a refund confirmation but the funds have not appeared:

  1. Check the original payment account;

  2. Contact the relevant bank, card issuer, or payment provider;

  3. Allow the stated processing period to pass; and

  4. Contact us at info@austm.shop if the refund remains missing.

Please include your order number and refund confirmation details.

27. Exchanges

Where available, an eligible product may be exchanged for another size, colour, or replacement product.

Exchange availability depends on current inventory.

To reduce delays, we may ask the customer to:

  • Return the original product for a refund; and

  • Place a new order for the preferred product.

For change-of-mind exchanges, the customer may be responsible for return and replacement delivery costs where clearly disclosed.

Where an exchange is required because of a fault or fulfilment error, reasonable associated costs will be covered by austm.shop where required by law.

28. Store Credit

We may offer store credit as an optional resolution.

Customers are not required to accept store credit instead of a refund where they are legally entitled to a refund under the Australian Consumer Law.

Store credit conditions, including its value and expiry terms, will be disclosed before the customer accepts it.

29. Gifts

If a product was purchased as a gift, the purchaser may need to request the refund because refunds are generally issued to the original payment method.

A gift recipient may be offered an exchange or store credit where appropriate, but this does not limit statutory rights.

30. Promotional Gifts

Where a customer returns all products associated with a promotion, any free gift or promotional item supplied with the order must also be returned.

If the promotional item is not returned, we may deduct its clearly disclosed retail value from a voluntary change-of-mind refund.

No deduction will be made where it would interfere with a statutory remedy.

31. Order Cancellations

Contact us immediately at info@austm.shop to request an order cancellation.

We will make reasonable efforts to cancel an order before processing or dispatch, but cancellation cannot be guaranteed.

If an order has already been dispatched, the customer may need to receive it and request a return under this policy.

A confirmed cancellation will be refunded to the original payment method.

32. Refused and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned because the customer supplied an incorrect address, we will contact the customer after the parcel is received.

For voluntary returns, reasonable return or redelivery costs may be deducted from the refund where those costs were caused by the customer and were clearly disclosed.

No deduction will be made where the delivery failure was caused by austm.shop or where doing so would limit a statutory right.

33. Misuse and Normal Wear

A customer may not be entitled to a remedy where damage was caused by:

  • Misuse;

  • Abnormal use;

  • Failure to follow care instructions;

  • Accidental damage after delivery;

  • Unauthorised alteration;

  • Improper washing or drying;

  • Ordinary wear and tear; or

  • Continued use after the customer became aware that the use could cause further damage.

This exclusion applies only where the customer’s actions caused or materially contributed to the problem.

34. Fraudulent or Abusive Returns

We may refuse a voluntary return or take reasonable protective action where there is evidence of:

  • Return fraud;

  • Substitution of products;

  • False claims;

  • Deliberate damage;

  • Repeated misuse of the return process;

  • Returning products not purchased from austm.shop; or

  • Tampering with labels, packaging, or evidence.

We may request additional verification where reasonably necessary.

This section will not be used to deny a legitimate claim under the Australian Consumer Law.

35. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

  • Our products;

  • Return procedures;

  • Payment systems;

  • Business operations; or

  • Applicable laws.

The updated policy will be published on this page with a revised “Last updated” date.

Changes will not unfairly reduce rights relating to an order already accepted.

36. Contact Us

For questions about returns, refunds, exchanges, faulty products, or incorrect orders, contact:

austm.shop
Email: info@austm.shop
Phone: +61 417 016 649
Business address: 29/51–63 Euston Road, NSW 2015, Australia

Please include your order number when contacting us about an existing purchase.