Refund policy

FTP & Chill Apparel – Returns & Refunds Policy (Australia)

Effective date: 3 August 2025

Quick Read

  • Faulty, damaged or wrong item? Email us within 30 days and we’ll arrange a free replacement, repair or full refund as required by Australian Consumer Law (ACL).
  • Change of mind? Send it back within 30 days of delivery. Items must be unworn, unwashed and in original packaging. Return postage is at your cost.
  • Exclusions. Custom‑printed or personalised tees and digital gift cards can’t be returned unless faulty.

1.  Your Rights under Australian Consumer Law

Nothing in this Policy limits your statutory rights under the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. If the failure is minor we may choose to repair or replace the item within a reasonable time.

2.  Change‑of‑Mind Returns

2.1 Eligibility. Applies to standard catalogue products only—excludes custom or personalised prints, items marked “Final Sale” and gift cards.
2.2 Timeframe. Lodge your return within 30 days of the delivery date shown on your tracking.
2.3 Condition. Item must be:

  • Unworn, unwashed and free of odours;
  • Tags and any hygiene stickers intact;
  • Returned in the original polybag or mailing box.

2.4 Process. Email hello@ftpandchill.com with your order number and reason for return. We’ll issue a Return Merchandise Authorisation (RMA) and mailing address. You are responsible for return postage costs and risk of loss until the parcel reaches us. We recommend a tracked service.

3.  Faulty, Damaged or Incorrect Goods

If your item arrives faulty, damaged in transit or not as ordered, contact us as soon as practicable (preferably within 30 days) at hello@ftpandchill.com with clear photos. Where a defect is confirmed:

  • We cover return shipping (or waive the return) and
  • Offer your choice of repair, replacement or full refund (including original shipping) for a major failure; or an appropriate remedy for a minor failure, in line with the ACL.

4.  How to Lodge a Return

Please provide:

  1. Order number & purchase date;
  2. Item(s) being returned;
  3. Reason for return (+ photos if applicable).

We respond within 2 business days with next steps and, if applicable, a prepaid label.

5.  Refunds

  • Issued to the original payment method within 5 business days of receiving and inspecting your return or approving a refund for faulty goods.
  • Bank processing times vary; please allow up to 10 business days before contacting us.
  • Original shipping costs are non‑refundable on change‑of‑mind returns.

6.  Exchanges (Size/Colour)

For Australian orders we offer one free size exchange per order. Email us with your required size and we’ll confirm stock before issuing an RMA. International customers: please return for refund and place a new order.

7.  International Returns

Mark the parcel “RETURNED GOODS – NO COMMERCIAL VALUE” to avoid duties. Any import taxes you originally paid may be reclaimable from your local customs office.

8.  Late or Missing Refunds

If you haven’t received an expected refund:

  1. Check your bank or credit‑card statement;
  2. Contact your payment provider;
  3. If still unresolved after 10 business days, email hello@ftpandchill.com.

9.  Contact Details

FTP & Chill Apparel

ABN 98720989138

Email hello@ftpandchill.com