Refund policy
RETURN WINDOW
We offer 30-day change-of-mind returns on eligible clothing from the date of purchase.
Change-of-mind returns are subject to the eligibility conditions below. Certain items are excluded, including accessories.
Accessories, including hats and caps, are not eligible for change-of-mind refunds.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
ELIGIBILITY CONDITIONS
To be eligible for a change-of-mind return, clothing must be unworn and undamaged, with all original tags attached and returned in its original packaging.
House Of Atlas reserves the right to decline a change-of-mind return if an item has been worn, used, soiled or damaged, or if there is evidence of excessive hair, perfume or other strong scent on the fabric.
Change-of-mind returns are separate from claims relating to faulty, damaged or incorrect items, which are handled in accordance with your rights under the Australian Consumer Law.
HOW TO LODGE A RETURN
To begin a return, please email us at contact@houseofatlasclothing.com with your order number, full name, the item or items you wish to return, and the reason for your return.
Once your request has been reviewed and accepted, we will provide you with a return authorisation and instructions.
RETURN SHIPPING
For eligible change-of-mind returns, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
We recommend using a tracked return service, as House Of Atlas cannot be held responsible for return parcels that are lost in transit.
Where a product is confirmed to be faulty or incorrect, return shipping costs will be handled in accordance with your rights under the Australian Consumer Law.
REFUNDS
Once your return has been received and inspected, we will notify you of the outcome by email.
Approved change-of-mind refunds will be processed to the original payment method within 5–10 business days.
Please allow additional time for your bank or card provider to process and post the credit.
Accessories are not eligible for change-of-mind refunds. This exclusion does not affect any rights you may have under the Australian Consumer Law where an accessory is faulty, damaged or otherwise does not meet the applicable consumer guarantees.
EXCHANGES
We are happy to exchange eligible clothing for a different size or colour where stock is available.
Please indicate your preferred exchange when lodging your return request.
If the requested exchange item is unavailable, we will discuss an available alternative, refund or store credit as applicable.
SALE ITEMS
Items purchased during a sale or promotional event may be subject to different change-of-mind return conditions, including exchange or store credit only, as stated at the time of purchase.
Final sale items clearly marked as such at the time of purchase are not eligible for change-of-mind return.
These conditions do not limit your rights under the Australian Consumer Law if an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.
FAULTY OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or incorrect, please contact us at contact@houseofatlasclothing.com with your order details and, where relevant, clear photographs of the issue.
There is no 7-day cutoff for reporting a faulty or incorrect item.
We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund. Where required by law, reasonable return costs will be covered or reimbursed.
AUSTRALIAN CONSUMER LAW
Our change-of-mind returns policy operates alongside, and does not limit, your rights under the Australian Consumer Law.
Australian Consumer Law provides consumer guarantees for products, including that goods must be of acceptable quality and match their description.
Where a product has a problem covered by a consumer guarantee, you may be entitled to a repair, replacement or refund depending on the nature and severity of the problem.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.