Refund policy

This Refund Policy ("Policy") applies to the following purchases: purchases of clothing through our online store.

General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

Before making a purchase, please read this Policy so that you can understand your right sand what you can expect from us if you are not satisfied with your order.

Australian Consumer Law

Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled

to cancel the purchase; and
to a refund for the price of the goods; and
compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the goods within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

For clarity, a 'major failure' under the Australian Consumer Law includes circumstances where: the goods are substantially unfit for their normal purpose and cannot be easily fixed within a reasonable time; the goods are significantly different from their description or sample; the goods are substantially unusable; or the goods are unsafe.

Incorrect Size and Change of Mind

1. We do not offer refunds for change of mind, including selecting the incorrect size, colour, or style.

2. We may offer an exchange on full‑price items if the requested size is in stock. If the
requested size is unavailable, a store credit will be issued. Store credits are valid for 12
months.

Sale Items

(a) All sale items are final sale and cannot be returned or exchanged unless the item is determined as faulty under Australian Consumer Law.

Products Damaged During Delivery

In the event that the product you ordered has been damaged during delivery:

Please contact us as soon as possible, provide photos and a brief description of the damage.
Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

Any damage claims made after this period may not be accepted unless required by Australian Consumer Law.

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

You misused the said product in a way which caused the problem. Misuse refers to utilising the product in any other way than what is intended for.
You knew or were made aware of the problem(s) with the product or service before you purchased it.
You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

Any other exceptions that apply under the Australian Consumer Law.

Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

If the Returned Product can easily be shipped or returned, then you (the customer) are responsible for organising the product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you may be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product. The amount will vary as per the product/s in question, along with shipping address etc.

The inspection of Returned Products shall be conducted according to the following criteria:

(i) original condition and packaging integrity,
(ii) presence of all original components and accessories,
(iii) absence of unauthorised modifications or damage, and
(iv) verification of the reported fault or defect. These criteria will be used to determine eligibility for repair, replacement, or refund under the Australian Consumer Law.

Response Time

We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.

We will notify customers of the status of their request within 7 business days and provide regular updates until the matter is resolved.

How to Return Products

You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.

Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

To be eligible for a refund, repair or replacement, you must provide proof of purchase.

You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

Acceptable proof of purchase includes original receipt, order confirmation email, bank statement showing the transaction, or digital invoice from our system. Each document must clearly show the purchase date, amount, and item description.

Returned items must be in their original condition, unworn, unwashed, and with all tags and packaging intact, unless the item is being returned due to a fault under Australian Consumer Law.

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: info@nakaithelabel.com.au

Issue Date: 10.02.2026