Returns & Refunds Policy

AU Brand Group

Last updated: 28 October 2026

1. Our Returns Policy

At AU Brand Group, we take pride in the quality of our products and want you to be satisfied with your purchase.

We carefully prepare and supply our products, including personalised and custom-made items, to meet your order specifications.

We do not offer refunds or exchanges for change of mind, incorrect sizing or incorrect selections made by customers. However, if an item is faulty, damaged, incorrectly supplied or does not meet the consumer guarantees under Australian Consumer Law, we will provide an appropriate remedy.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

2. Change of Mind Returns

Please choose carefully before completing your purchase.

AU Brand Group does not offer refunds, exchanges or store credits simply because you:

Change your mind about a purchase.
Select the wrong size, colour, style or design.
Decide you no longer want or need the product.
Find the same or a similar product elsewhere at a lower price.
Order an incorrect quantity or product.
No longer require an item for an event or occasion.

This applies to both standard and personalised products.

We recommend reviewing all product information, sizing charts, specifications and order details carefully before completing your purchase.

This section does not affect your rights where a product fails to meet the consumer guarantees under Australian Consumer Law.

3. Personalised and Custom-Made Products

Important: Personalised and custom-made products cannot be returned, exchanged or refunded for change of mind or customer ordering errors.

This includes products featuring:

Custom names, numbers or text.
Personalised logos, artwork or graphics.
Custom designs, colours or specifications.
Made-to-order or specially produced merchandise.
Customer-approved artwork or personalisation.

Once a personalised order has entered production, we may be unable to make changes or cancel the order.

Customers are responsible for reviewing and confirming the accuracy of personalisation details, spelling, sizing, colours and artwork before approving an order.

Where a product has been produced in accordance with the customer’s approved specifications, we do not ordinarily offer a refund or exchange for an error originating from those specifications.

However, if a personalised or custom-made product is faulty, differs from the agreed specifications due to our error, or otherwise fails to meet an applicable consumer guarantee, your rights under Australian Consumer Law continue to apply.

4. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrectly supplied or significantly different from its description, please contact us.

We will assess the issue and provide a remedy as required under Australian Consumer Law.

Depending on the circumstances, this may include:

Repairing the product.
Replacing the product with an equivalent item.
Providing a refund.
Providing another remedy required under Australian Consumer Law.

Major Failures

If a product has a major failure under Australian Consumer Law, you are generally entitled to choose between a refund or replacement, subject to applicable legal requirements.

A major failure may include a product that:

Is unsafe.
Has a serious problem that cannot be repaired within a reasonable time.
Is substantially different from its description or sample.
Is substantially unfit for its intended purpose and cannot easily be made fit within a reasonable time.
Has a problem that would have prevented a reasonable customer from purchasing it had they known about the problem.

Minor Failures

Where a product has a minor problem, AU Brand Group may choose to repair the product within a reasonable time rather than immediately provide a refund or replacement.

If the problem cannot be remedied within a reasonable time, additional remedies may become available under Australian Consumer Law.

5. Reporting an Issue With Your Order

We encourage customers to inspect their orders promptly upon delivery.

If you identify a fault, damage or an incorrect item, please contact us as soon as reasonably possible.

We recommend notifying us within 14 days of receiving your order so that we can investigate and resolve the issue efficiently.

This 14-day period is a preferred notification timeframe only. It does not limit or override your consumer guarantee rights, which may apply beyond this period.

To help us assess your request, please provide:

Your full name and contact details.
Your order number or proof of purchase.
A description of the issue.
Clear photographs showing the fault, damage or incorrect product, where practical.
Your preferred resolution, such as a repair, replacement or refund.

We may request further information or arrange for the product to be returned for assessment where reasonably necessary.

6. Sizing and Fit

We strongly recommend reviewing the size guides and product measurements provided on our website before ordering.

AU Brand Group does not offer exchanges or refunds where a customer has selected an incorrect size or where an otherwise compliant garment does not fit as preferred.

This applies particularly to personalised and custom-made garments, which are produced specifically for the customer.

However, where a garment has been incorrectly sized or labelled, differs materially from the advertised measurements, or otherwise fails to meet applicable consumer guarantees, we will provide an appropriate remedy under Australian Consumer Law.

7. Sale, Discounted and Clearance Items

All discounted, promotional and clearance items are considered final sale for change-of-mind purposes.

We do not offer voluntary refunds or exchanges on these items because a customer changes their mind, selects an incorrect size or no longer wants the product.

However, sale and clearance products remain covered by the consumer guarantees under Australian Consumer Law.

If a discounted product is faulty or fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund regardless of its discounted price.

Where a specific defect was clearly disclosed before purchase, that disclosed defect may not itself give rise to a remedy. Other consumer guarantee rights continue to apply.

8. Returning Products

Before returning a product, please contact AU Brand Group to discuss the issue and obtain return instructions.

For approved returns, we may ask you to:

Complete a Returns and Exchange Application, where provided.
Supply your order number or other proof of purchase.
Explain the reason for the return.
Include any relevant supporting information.
Package the goods securely to prevent further damage during transit.

For returns accepted voluntarily outside Australian Consumer Law, we may require items to be unworn, unused, in their original condition and with tags attached.

These conditions do not apply where they would restrict a customer’s rights under Australian Consumer Law. Faulty goods do not need to have their original packaging or tags to qualify for a remedy.

Please contact us before sending items back so we can provide the appropriate return address and instructions.

9. Return Postage and Shipping Costs

Where a product is confirmed to be faulty, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, AU Brand Group will reimburse reasonable return postage or transportation expenses where required under Australian Consumer Law.

Where practical, we may arrange a prepaid return label or other suitable return method.

Please retain receipts for any return postage expenses.

For goods that are too large, heavy or difficult to return, we will arrange collection or cover reasonable transport costs where required by law.

If an item is assessed and found not to have a fault or other failure covered by consumer guarantees, return or inspection costs may apply where legally permitted. We will advise you of any applicable costs in advance where required.

10. Refund Processing

Where a refund is approved or required under Australian Consumer Law, we will arrange for the refund to be processed promptly.

Refunds will generally be issued to the original payment method unless otherwise agreed or permitted by law.

The time taken for funds to appear in your account may depend on your bank or payment provider.

Where a full refund is required under Australian Consumer Law, we will not substitute store credit unless you choose to accept it.

Any refund will include amounts required to be refunded under applicable consumer law.

11. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We may be able to assist where an order has not yet been processed or entered production.

However, once production, personalisation or custom manufacturing has commenced, changes or cancellations may not be possible.

Any cancellation or amendment request will be assessed based on the order’s production status, agreed terms and applicable legal requirements.

Nothing in this section limits your rights where a product or service fails to meet the applicable consumer guarantees.

12. Proof of Purchase

We may request reasonable evidence that a product was purchased from AU Brand Group before processing a return, exchange or refund.

Acceptable proof of purchase may include:

An order confirmation email.
A tax invoice or receipt.
A transaction record.
A bank or payment statement.
Other reasonable evidence linking the purchase to our business.

An original receipt is not always required where alternative proof of purchase is available.

13. Australian Consumer Law

Our goods 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The rights and remedies described in this policy are in addition to any other rights or remedies you may have under applicable law.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC):

https://www.accc.gov.au

14. Contact Us

If you have any questions about our Returns & Refunds Policy or need assistance with an order, please contact:

Business: AU Brand Group

Legal entity: AD Marketing & Production Pty Ltd

ABN: 13 600 458 062

Email: [email protected]

Please include your order number and details of your enquiry so we can assist you efficiently.

Last updated: 28 October 2026