Refund policy
REFUND POLICY
We want you in the right gear. If something isn't right, here's how we sort it out.
YOUR RIGHTS UNDER 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. The change-of-mind terms below are in addition to them, not instead of them.
CHANGE OF MIND — 7 DAYS
Changed your mind, or the fit isn't right? You have 7 days from delivery to request a return or exchange.
To be eligible, the item must be:
Unworn and unwashed, in original condition
With all tags still attached
In its original packaging
Accompanied by proof of purchase
You cover return postage on change-of-mind returns. We recommend a tracked service, until the parcel reaches us, it's your responsibility. Original shipping charges aren't refunded.
Change-of-mind returns incur a 2.5% restocking fee, deducted from your refund. This fee doesn't apply to faulty, damaged, or incorrectly supplied items, those are refunded in full.
Bundle deals (Buy 2, Buy 3) follow standard change-of-mind refund rules when all sizes in the bundle match. Mixed-size bundles are exchange-only, see Bundle deals below.
FAULTY, DAMAGED OR WRONG ITEMS
Different rules, and they favour you. If an item arrives faulty, damaged in transit, or simply isn't what you ordered, we pay postage both ways and you choose a replacement or refund.
Inspect your order when it arrives and contact us as soon as you spot a problem. Photos help us resolve it faster.
EXCHANGES
We exchange for a different size or colour of the same product, subject to availability. Start an exchange the same way you'd start a return.
Your first exchange on an order is free, you cover postage sending the item back, we cover postage sending the replacement out. If you need a second exchange on the same order, you cover postage both ways.
If your size or colour has sold out by the time we receive your return, we'll contact you and refund instead (restocking fee applies as above, unless the item was faulty or incorrectly supplied).
BUNDLE DEALS
Buy 2 and Buy 3 bundle pricing applies to the set you purchase.
If every item in your bundle is the same size, regardless of colour, you can return the whole bundle for a refund under our standard change-of-mind terms, same as any other order.
If you ordered a bundle in mixed sizes to find your fit, we'll exchange the sizes that don't work for the correct size, subject to availability. Mixed-size bundles aren't eligible for a change-of-mind refund on the unwanted sizes, since the discount is priced on the set being kept together.
This doesn't affect your rights if an item is faulty, damaged, or wrong, those are refunded or replaced per Australian Consumer Law regardless of sizing, colour, or how the item was purchased.
HOW TO START A RETURN OR EXCHANGE
Email hello@flatsticksupply.com.au with your order number, the item, and whether you want a refund or an exchange.
We'll reply within 1–2 business days confirming your return and any specific instructions.
Post the item back, keeping your tracking number.
Please don't send anything back before contacting us, unannounced returns can't be processed and may be sent back to you.
RETURN ADDRESS
Send approved returns to:
Flat Stick Supply Pty Ltd
PO Box 57
Noosa Heads QLD 4567
Australia
Write your order number on the outside of the parcel or include it inside. Use a tracked service and keep your tracking number, until the parcel reaches us, it's your responsibility.
REFUNDS
Once your return arrives and we've checked it, we'll email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 5 business days of that email. Your bank or card issuer may take a few days more to post it.
The 2.5% restocking fee applies only to change-of-mind refunds. Faulty, damaged, or incorrectly supplied items are refunded in full, with no fee deducted.
If more than 10 business days have passed since we confirmed your refund and you still haven't seen it, email hello@flatsticksupply.com.au and we'll trace it.
ITEMS WE CAN'T ACCEPT FOR CHANGE OF MIND
Gift cards
Items returned worn, washed, altered, or without tags
Items returned more than 7 days after delivery
This does not apply to faulty or incorrectly supplied items, which we accept regardless.
SALE ITEMS
Discounted and sale items can be returned on the same terms as full-price items. Your consumer guarantees apply to sale items exactly as they do to anything else.
CANCELLING AN ORDER
If you need to cancel, email us straight away. We dispatch within 1–2 business days, so we can usually stop an order before it ships. Once it's with the carrier, treat it as a return.
CONTACT
Flat Stick Supply Pty Ltd
ABN 40 697 404 756
PO Box 57, Noosa Heads QLD 4567, Australia
hello@flatsticksupply.com.au