At Topicalwear, we specialise in creating custom-made merchandise just for you. As each item is produced on-demand to your specifications, we have a specific returns policy.
Our returns policy is in addition to your rights under the Australian Consumer Law.
Change of Mind
Given the custom-made nature of our products, we do not offer refunds or exchanges for change of mind, incorrect size selection, or errors in approved designs. We encourage you to review your order carefully before finalising your purchase.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Assessment of Faulty Items
We will provide a remedy—such as a refund, replacement, or repair—if a product fails to meet a consumer guarantee. This includes items that are:
- Faulty, defective or not of acceptable quality.
- Significantly different from the description or sample.
- Not fit for the purpose for which it was sold.
- Unsafe.
What remedy you are entitled to will depend on whether the issue is major or minor.
- Major Failure: If the problem is major, you can choose a refund or a replacement for an identical item. A failure is considered major if the item has a problem that would have stopped you from buying it if you had known, it is unsafe, is significantly different from the sample or description, or doesn’t do what we said it would.
- Minor Failure: If the problem is minor and can be fixed within a reasonable time, we will choose to either repair the item, provide a replacement, or offer a refund.
How to Make a Claim for a Faulty Item
If you believe your item is faulty or does not meet a consumer guarantee, please follow these steps:
- Contact Us Promptly: Please email us at info@topicalwear.com.au within a reasonable time of receiving your order. Please include your order number and a clear description of the issue.
- Provide Proof: Attach clear photos or a short video of the fault. This helps us assess your claim quickly.
- Assessment: Our team will review your claim in line with the Australian Consumer Law.
- Return and Remedy: If your claim is approved, we will provide you with instructions on how to return the item. For an exchange or refund, the original defective item must be returned within 30 days of you receiving these instructions. We will organise a replacement, refund, or repair as required by the Australian Consumer Law.
Please do not post any items back to us before contacting our team. For faulty items, Topicalwear will cover the cost of the return postage.
Returns Address:
Topicalwear
PO BOX 1234
Broadway NSW 2007
Australia
For any questions about our returns policy, please don’t hesitate to get in touch with us at info@topicalwear.com.au.