Effective Date: [01- January-2026] | Last Updated: [01- August -2026] 

We want you to love what you order from Essentials Hoodie Store. If something isn’t right, this page explains exactly how our returns, exchanges, and refunds work, and what your rights are under Australian law.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product you buy from us is faulty, significantly different from how it was described, or fails to do what it’s meant to do, you’re entitled to a repair, replacement, or refund, regardless of how long ago you bought it. The remedy depends on whether the fault is minor or major. This policy sets out our approach for change of mind returns and standard exchanges in addition to those legal rights.

Checking your order when it arrives

Please open your parcel and check it as soon as it arrives. Confirm that you received the correct items, in the correct sizes, and that everything looks in good condition. If you notice a fault, damage, or an incorrect item, contact us within seven days of delivery so we can sort it out quickly. The sooner you reach out, the faster we can arrange a replacement or refund.

Change of mind returns

We accept change of mind returns on most items within 30 days of the delivery date. To qualify, the item needs to be unworn, unwashed, and in its original condition, with all original tags still attached. We recommend trying items on gently, the same way you would in a fitting room, before deciding to keep them.

Please note we can’t accept a return simply because an item doesn’t fit if you selected the wrong size from our size guide. We’re always happy to help you choose the right size before you order, and we offer a free exchange for a different size within the same return window described above.

Items we can’t accept for change of mind returns

For hygiene and safety reasons, we can’t accept change of mind returns on underwear, swimwear, and any item marked as final sale on the product page at the time of purchase. These items can still be returned if they arrive faulty or not as described, in line with your consumer law rights above.

How to start a return

Starting a return is simple. Email us at [Insert Support Email] with your order number, the item you’d like to return, and the reason for the return. We’ll confirm your return is eligible and send you instructions for sending the item back, including the return address.

Once you have our confirmation, pack the item securely in its original packaging where possible, and include a copy of your invoice or your order number written on a note inside the parcel. This helps us match your return to your order and process it faster.

Shipping the item back

For change of mind returns, the cost of return shipping is your responsibility unless we’ve made an error with your order or the item arrived faulty. We recommend using a tracked shipping method, since we can’t take responsibility for parcels lost on their way back to us.

Refund and exchange timing

Once we receive your return, we’ll inspect the item within three business days to confirm it meets our return conditions. If approved, we’ll process your refund to your original payment method, and you’ll usually see it in your account within five to ten business days, depending on your bank or card provider. If you’ve chosen an exchange instead, we’ll dispatch your replacement as soon as the original item passes inspection.

Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or different from what you ordered, contact us within seven days of delivery with photos of the issue and your order number. We’ll cover the cost of return shipping in these cases and offer a replacement, exchange, or full refund, including original shipping charges where applicable, in line with your rights under the Australian Consumer Law.

Sale and discounted items

Items purchased during a sale or with a discount code can still be returned for a refund or exchange under the same conditions as full priced items, unless the product listing clearly states the item is final sale.

Gifts

If your order was a gift and you’d like to return or exchange an item, the refund will go to the original purchaser’s payment method. If you’d prefer store credit instead, let us know when you contact us to start the return.

International orders

We accept returns from international orders under the same conditions outlined above. Please note that any customs duties, import taxes, or international shipping charges paid at the time of purchase are non-refundable, and you’re responsible for return shipping costs unless the item is faulty or incorrect.

Need help

If you have any questions about a return, an exchange, or a refund, our team is here to help. Contact us at:

Email: support@essentialshoodiestore.com.au  Phone: +164552960199

We aim to respond to all enquiries within one business day.