Last updated: 30 October 2026
We want you to be happy with your purchase. Because our products ship from overseas, returns follow the strict process below. Please do not send anything back until we have approved your request in writing, because unauthorised returns will not be accepted or refunded.
3.1 Your rights under Australian law
Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, is not as described, or is faulty, you are entitled to a remedy regardless of this change-of-mind policy.
3.2 Change of mind
We accept change-of-mind returns only if all of these conditions are met:
- You contact theunderground226@gmail.com within 7 days of the delivery date shown by the carrier.
- Your request includes your order number and the reason for the return.
- The item is unused, unworn, unwashed and unmodified, in its original condition and original packaging, with all tags, accessories, manuals and protective films intact.
- The item is not on the non-returnable list in section 3.5.
- You have received a written Return Authorisation from us.
- You ship the item back within 7 days of authorisation, using a tracked service, and provide the tracking number.
3.3 Who pays
For change-of-mind returns, you pay the return shipping and any related fees. Original shipping fees are non-refundable. Because returns are processed at the supplier's overseas return address, the return cost can be high, and in some cases it may exceed the product value. If we judge the return to be uneconomical, we may offer a partial refund instead of a return.
3.4 Faulty, damaged or incorrect items
If your item arrives damaged, defective or incorrect, contact us within 7 days of delivery with:
- your order number
- clear photos or a short video showing the item, the packaging, the shipping label and the problem
- a short description of the issue
If the claim is verified, we will, at our choice and where the law allows, replace the item, refund it or repair it, at our cost. Please keep all packaging until the claim is resolved. We may ask for further evidence.
3.5 Non-returnable items (change of mind)
The following cannot be returned for change of mind: custom or personalised items; items that are opened, used, installed or worn; hygiene-related items; items with broken seals; clearance or final-sale items; digital goods; gift cards. These still qualify for a remedy if faulty or not as described.
3.6 Not covered
We do not provide refunds or replacements for: normal wear and tear; damage from misuse, accident or modification; minor differences in colour, size or finish as per our Terms; failure to follow instructions; items that do not fit because of incorrect size selection (where a size guide was provided); changes of mind after the return window; or any item returned without authorisation or in a condition different from what was shipped.
3.7 Wrong size or wrong order details
Please check the size chart and product details before purchase. If you ordered the wrong size, it is treated as a change of mind and section 3.2 applies.
3.8 Inspection and refund timing
When your return arrives, we inspect it within 5 business days. If it meets the conditions, we refund the product price to your original payment method within 5–10 business days of approval. If it does not meet the conditions, we may refuse the refund, issue a partial refund to reflect lost value, or send the item back to you at your cost.
3.9 Exchanges
We do not offer direct exchanges. To get a different item or size, return the original (if eligible) and place a new order.
3.10 Order not received
Please see the Shipping Policy. If your order is confirmed lost after the delivery window, we will reship or refund you in full.
3.11 Disputes
Please contact us before contacting your bank. We will reply within 2 business days. If a dispute or chargeback is lodged, we will provide the bank with your order details, delivery confirmation, correspondence and acceptance of these policies.
3.12 Return address
Do not return items to our business address or to the shipping origin address on the parcel. We will give you the correct return address in your Return Authorisation.