CUSTOMER CARE

Returns & refunds

Updated 16 October 2026

Presale is not open yet. This policy explains how we will handle product problems when orders open.

Your consumer rights

Nothing in this policy limits your rights under Australian Consumer Law. Products must be safe, durable, of acceptable quality and match their description. These rights also apply to sale items and preorders. The remedies described below are not an exhaustive list of your legal entitlements.

Faulty or incorrectly described items

A major failure includes an unsafe item, a substantial difference from its description, or a problem that would have stopped a reasonable customer buying it if they had known about it. A minor problem can generally be fixed within a reasonable time.

For a major failure, you may choose a refund or replacement. We arrange free return postage and assess the returned item before providing your chosen remedy. This does not limit any other rights under Australian Consumer Law.

For a minor failure, we may repair, replace or refund the item at no cost. If we cannot fix it within a reasonable time, you may seek a refund or replacement.

Requesting a return

Have your order number or other proof of purchase ready, along with a description of the issue and photos if available. We may assess the item. Original packaging and attached tags are not required for a consumer-guarantee claim. We do not impose a fixed short return window on these rights.

Email info@shiftseven.com.au to discuss an issue and obtain return instructions.

Replacement items

If a replacement is the agreed remedy, please return the faulty item before we send the replacement. We will arrange free return postage and dispatch the replacement after receiving and assessing the returned item, within a reasonable time. If returning the item would be unsafe, please contact us to arrange a suitable alternative. This process does not limit your rights under Australian Consumer Law, including any right to choose a refund.

Postage and refunds

We provide free return postage for faulty products. Email info@shiftseven.com.au so we can arrange return postage. If you have already paid to return a product confirmed to be faulty, we will reimburse your reasonable return postage costs. Please keep your postage receipt. For a faulty-product refund, we refund the price paid and the applicable original delivery charge, without deductions for use. Refunds are processed within a reasonable time through the original payment method unless we agree otherwise; store credit will not be forced in place of a refund entitlement.

Washing and garment care

Please follow the washing and care instructions on your garment label. Damage caused by washing, drying, ironing or otherwise caring for an item contrary to those instructions is not a product fault and does not qualify for a refund or replacement on that basis. This exclusion applies only where the incorrect care caused the damage; it does not affect your rights for an unrelated product fault or any other rights under Australian Consumer Law.

Change of mind and size exchanges

We do not offer returns, refunds or exchanges for change of mind, including choosing the wrong size where the item matches its description and sizing information. Please check sizing before ordering. This does not affect your rights for faulty, incorrectly supplied or misdescribed items.

Preorders and delivery

Before taking payment, we will provide product details and an estimated dispatch timeframe. If we cannot supply your order, we will refund it. If delivery is delayed, we will contact you to discuss a solution, including any cancellation or refund rights you have under Australian Consumer Law.

Further information

Read the ACCC returns guidance and NSW Fair Trading returns guidance.

If we cannot resolve your concern, you can seek assistance from NSW Fair Trading.