Refund policy
Last Updated: 23 June 2026
At 11 0 2, we want you to be happy with your purchase. This Refund & Returns Policy outlines your rights and our obligations under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
AUSTRALIAN CONSUMER LAW
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
CHANGE OF MIND RETURNS
We understand that sometimes you may change your mind.
Subject to the conditions below, we offer returns for change of mind purchases within 30 days of delivery.
To be eligible for a change of mind return:
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The item must be unworn, unused and unwashed.
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The item must be in its original condition.
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All original tags and packaging must be attached and included.
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Proof of purchase must be provided.
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The item must not fall within the non-returnable items listed below.
If approved, customers are responsible for the cost of return shipping unless otherwise agreed by us.
Once received and inspected, we will issue either:
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A store credit; or
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An exchange; or
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A refund to the original payment method,
at our discretion and subject to applicable law.
Original shipping costs are not refundable for change of mind returns.
EXCHANGES
If you require a different size, colour or product, please contact us within 30 days of delivery.
Exchanges are subject to stock availability.
If the requested item is unavailable, we may offer a store credit or refund.
Customers are responsible for return shipping costs for exchanges unless the item is faulty or incorrectly supplied.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that:
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Is faulty;
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Has a manufacturing defect;
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Is damaged upon arrival; or
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Is not the item you ordered,
please contact us as soon as possible at:
Please include:
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Your order number;
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A description of the issue; and
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Clear photographs showing the fault or damage.
Where a product is confirmed to have a major failure under the Australian Consumer Law, you may choose between:
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A refund;
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A replacement; or
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Another remedy available under the Australian Consumer Law.
Where a fault does not amount to a major failure, we may choose to repair, replace or refund the product in accordance with the Australian Consumer Law.
We will cover reasonable return shipping costs for faulty, damaged or incorrectly supplied products.
NON-RETURNABLE ITEMS
The following items cannot be returned for change of mind:
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Gift cards;
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Sale or clearance items marked as non-returnable;
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Personalised or custom-made products;
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Products that have been worn, washed, altered or damaged after delivery;
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Products returned without original tags or packaging;
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Products returned outside the applicable return period.
These exclusions do not apply where you are entitled to a remedy under the Australian Consumer Law.
RETURN PROCESS
To request a return, please email:
Include:
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Full name;
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Order number;
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Product details; and
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Reason for return.
If your return is approved, we will provide instructions for returning the item.
Items returned without prior approval may not be accepted.
REFUNDS
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method used for the purchase.
Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.
ORDER CANCELLATIONS
Orders may only be cancelled before they have been packed or dispatched.
Once an order has been dispatched, it cannot be cancelled and must be returned in accordance with this policy.
CONTACT US
If you have any questions regarding returns, refunds or exchanges, please contact us: