Refund policy
Returns & refunds policy
Our promise
We offer a 30-day, 100% peace-of-mind return policy. If you're not 100% happy with your item, we'll help with an exchange (another size or a different style) or a store credit (valid for 12 months), subject to the conditions below.
How to request a return
Email sales@gnarlybrands.com.au with:
- your name and order number
- a short reason for the return
- photos, if the item is faulty or damaged
Please email us before sending anything back. It helps us confirm your return and process it quickly.
Once approved, send your item to:
Totally Gnarly Clothing Co.
1A Seventh Street Murray Bridge SA 5253 Australia
Please include your name and order number inside the parcel, with a short note about your request. As a small team, checking and processing returns can take up to 21 days in busy periods.
Exchanges
- Exchange for another size or a different style, subject to availability.
- Return postage to us is at the customer's expense.
- We cover the postage to send your exchanged item back to you.
Store credit
- Store credit is valid for 12 months and is issued as a promo code to use on our website.
- Return postage to us is at the customer's expense.
- We'll email your store credit code within 24 hours of receiving your return.
Timeframes
- You have 30 days from purchase to request an exchange or store credit.
- Items must reach us within 30 days of your return being approved.
Condition of returned items
We can only accept returns that are:
- unused, unwashed and in original condition
- with all tags and labels attached
- free from stains, makeup or deodorant marks, and perfume, smoke or washing odours
Items returned in an unacceptable condition will be sent back to you at the customer's expense.
Sale periods
During Black Friday, Cyber Monday and flash sales, we offer exchanges only, with no store credit or refunds for change of mind. Sale items are final sale and can't be exchanged or returned, except where required under Australian Consumer Law.
If we made a mistake
If we sent the wrong item or size, we'll cover the cost of returning it. Email sales@gnarlybrands.com.au and we'll send you a free Australia Post return label.
Faulty items and refunds
Refunds are provided for items that are faulty or damaged due to a manufacturing fault, or wherever a remedy is required under Australian Consumer Law. Please let us know within 5 working days of receiving your order so we can resolve it quickly.
Wear and tear isn't a manufacturing fault. Damage caused by not following the care instructions, such as ironing over prints or tumble drying, isn't covered.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement or refund if your item has a major problem, including if it:
- has a problem that would have stopped someone buying it if they'd known
- is unsafe
- is significantly different from its description or photos
- doesn't do what we said it would, and can't easily be fixed
Colour note: colours can look different on different screens. Small colour differences caused by your screen aren't a fault.
Need help?
Email sales@gnarlybrands.com.au. We're here to help and can call you back to answer any questions.