Refund policy

 

Refund, Returns & Dispute Resolution Policy

This Refund, Returns & Dispute Resolution Policy applies to all purchases made from RESIST, including purchases made through our website, invoices, social media, email, or any other sales channel.

By placing an order, making payment, or engaging our services, you confirm that you have read, understood, and agreed to this policy.

1. Australian Consumer Law

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

Where a product or service is faulty, unsafe, not as described, not fit for purpose, or does not meet a consumer guarantee, you may be entitled to a remedy as required by law.

2. No Change-of-Mind Refunds

We do not provide refunds, returns, exchanges, cancellations, or store credits for change-of-mind purchases.

This includes, but is not limited to, situations where you:

  • ordered the wrong product or service;

  • changed your mind after purchase;

  • no longer need the product or service;

  • found the product or service cheaper elsewhere;

  • failed to read the product or service description;

  • provided incorrect details;

  • selected the wrong size, colour, option, date, package, or service;

  • expected a different result that was not promised by us in writing.

All purchases are final unless a refund or remedy is required under Australian Consumer Law or approved by us in writing.

3. Customer Responsibility Before Purchase

Before purchasing, you are responsible for checking that the product or service is suitable for your needs.

This includes checking:

  • product details;

  • service inclusions;

  • pricing;

  • delivery details;

  • timeframes;

  • measurements, sizing, colours, or options;

  • compatibility;

  • any written terms, limitations, or exclusions.

We are not responsible for issues caused by incorrect choices, incorrect information supplied by you, or assumptions that are not confirmed by us in writing before purchase.

4. Faulty, Damaged, or Incorrect Products

If you believe your product is faulty, damaged, incorrect, or not as described, you must contact us in writing as soon as possible after becoming aware of the issue.

You must provide:

  • your full name;

  • order number or proof of purchase;

  • a clear description of the issue;

  • photos or videos showing the issue;

  • any relevant packaging, labels, or delivery information.

We have the right to assess the product before providing any remedy.

A refund, replacement, repair, or other remedy will only be provided where required under Australian Consumer Law or where we approve it in writing.

5. Products Not Eligible for Refund

To the extent permitted by law, refunds will not be provided where the issue was caused by:

  • change of mind;

  • incorrect selection by the customer;

  • misuse, neglect, or improper handling;

  • accidental damage after delivery;

  • normal wear and tear;

  • failure to follow care instructions;

  • modification or alteration by the customer or a third party;

  • damage caused by improper storage;

  • issues that were disclosed before purchase;

  • delays or issues caused by incorrect delivery details supplied by the customer.

6. Services

For services, refunds are not provided for change of mind or where the service has been supplied in accordance with the agreed scope.

Where work has already commenced, any approved cancellation or refund may be reduced by amounts reasonably reflecting:

  • work already completed;

  • time spent preparing or performing the service;

  • materials purchased;

  • third-party fees;

  • booking, administration, or processing costs;

  • any loss suffered by us due to the cancellation.

If a service fails to meet a consumer guarantee, we will provide a remedy as required under Australian Consumer Law.

7. Custom, Personalised, Digital, or Special Order Items

Custom, personalised, made-to-order, digital, downloadable, or special order items are not eligible for change-of-mind refunds once the order has been accepted, production has started, the product has been delivered, or the digital item has been accessed.

This does not limit any rights you may have under Australian Consumer Law.

8. Return Shipping

For any return approved by us for change-of-mind reasons, the customer is responsible for all return shipping costs.

Where a product is confirmed to have a fault or issue that requires a remedy under Australian Consumer Law, we will handle return shipping in accordance with our legal obligations.

Products must not be returned without written approval from us. Unauthorised returns may be refused.

9. Refund Method and Processing Time

Approved refunds will be processed to the original payment method where possible.

Refunds may take [5–10] business days to appear, depending on your bank, card provider, or payment processor.

We are not responsible for delays caused by banks, payment providers, or third-party platforms.

10. Dispute Resolution Process

Before requesting a chargeback, payment reversal, external escalation, or third-party dispute process, you agree to contact us first in writing and give us a reasonable opportunity to assess and resolve the issue.

All refund or dispute requests must be sent to:

Email: info@resistwear.com.au

Your request must include all relevant evidence and details. We may reject or delay a request if you do not provide enough information for us to assess it.

We will aim to respond within [5] business days and complete our assessment within a reasonable timeframe.

After assessment, we will provide our decision in writing. Our decision is final for the purposes of our internal dispute process, without limiting any rights you may have under Australian Consumer Law.

11. Chargebacks and Payment Reversals

A chargeback or payment reversal does not automatically entitle you to a refund.

If you lodge a chargeback without first contacting us and allowing us a reasonable opportunity to resolve the issue, we may provide this policy, your order details, communication history, delivery confirmation, service records, and any other relevant evidence to the payment provider.

Where a chargeback, payment reversal, or refund claim is false, misleading, fraudulent, or inconsistent with this policy, we reserve the right to dispute it and recover any losses, fees, or costs to the extent permitted by law.

12. False or Misleading Claims

We reserve the right to refuse a refund, return, replacement, cancellation, or exchange where we reasonably believe that a claim is false, misleading, incomplete, fraudulent, or unsupported by evidence.

We may also refuse a claim where the product has been damaged, altered, used improperly, or handled in a way that prevents proper assessment.

13. Final Position

We aim to deal with all genuine issues fairly and promptly.

However, we do not provide refunds simply because a customer changes their mind, fails to read the relevant information, provides incorrect details, misunderstands the product or service, or decides they no longer want the purchase.

All remedies are provided strictly in accordance with this policy and Australian Consumer Law.