Refund, Returns & Consumer Guarantees Policy

Last Updated: 30 August 2026

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Custom & Print-on-Demand Products

All products are custom-made to order. Because each item is produced specifically for the customer, we generally do not offer refunds, returns, or exchanges for:

  • Change of mind

  • Incorrect size selected by the customer

  • Incorrect colour or product selected by the customer

  • Customer errors in submitted artwork, spelling, or personalisation details

  • Orders no longer wanted after production has commenced

These exclusions do not apply where you are entitled to a remedy under the Australian Consumer Law.

Products Eligible for a Refund, Replacement or Repair

You may be entitled to a refund, replacement, repair, or other remedy if:

  • The item is faulty or defective

  • The item arrives damaged

  • The item is significantly different from its description

  • The wrong product, colour, size, or design was supplied due to our error

  • The product is not of acceptable quality

  • The product has a major failure under the Australian Consumer Law

The type of remedy available will depend on the nature of the issue and your rights under the Australian Consumer Law.

Reporting an Issue

If there is a problem with your order, please contact us within 30 days of delivery.

Please include the following information:

  • Your order number

  • A description of the issue

  • Clear photographs showing the problem

  • Any additional information requested to assess your claim

We may request further evidence before approving a refund, replacement, or repair.

Returns

Where a return is required, we will provide instructions and the appropriate return address.

For faulty, damaged, or incorrectly supplied products where the customer is entitled to a remedy under Australian Consumer Law, we may cover reasonable return shipping costs.

For hygiene reasons, certain items such as underwear, swimwear, and other intimate apparel may only be returned where there is a manufacturing defect or where required by law.

Refunds

If a refund is approved:

  • The refund will be issued to the original payment method where possible.

  • Processing times may vary depending on your financial institution or payment provider.

  • Any applicable shipping charges will be refunded where required by law.

Order Cancellations

Orders may be cancelled before production begins.

Once production has commenced, cancellation requests may not be possible because products are custom-made to order.

Where a cancellation is approved after production has started, a partial refund may be offered at our discretion unless a greater remedy is required by law.

Contact Us

If you have any questions regarding refunds, returns, or product quality, please contact us:

  • Email: vortexfitwear@gmail.com

  • ABN: 20 889 877 185