AUSWORKWEAR & SAFETY  |  Australian online and in-store purchases

This policy explains our change-of-mind offer and how to request a return. Nothing in it limits your rights under the Australian Consumer Law, including for special orders, personalised goods and sale items.

Change of mind for core stock

You may request a refund or exchange for an eligible core-stock item within 30 days of receiving it. Core stock means the products, sizes and colours in our usual stocked range.

To qualify for a change-of-mind return, the item must be unworn, unused and unwashed, with its tags attached and original packaging intact. Please provide proof of purchase. Footwear may be tried on indoors on a clean surface but must show no signs of wear.

These conditions apply when you simply no longer want an item or have selected the wrong size, colour or style. If we supplied the wrong item or gave incorrect product or sizing information, contact us so we can assess the issue under your consumer rights.

Eligible core-stock returns do not attract a restocking fee. See Return postage below for freight charges.

Special orders

A special order is an item outside our usual stocked range that we obtain specifically for you. This can include a non-stocked boot style, garment, size or colour. Special orders do not have to be personalised.

We will identify an item as a special order and explain its return conditions before you commit to the purchase. An item is not a special order simply because it is temporarily unavailable, transferred between stores or dispatched by a supplier.

We do not accept change-of-mind returns or exchanges on special orders. This includes deciding that you no longer need the item or do not like the size, colour or style you selected. Your rights concerning faults, incorrect descriptions or incorrectly supplied goods remain unaffected.

Exceptions and restocking fees

We may agree to a special-order change-of-mind return in exceptional circumstances. Approval is not automatic and may depend on whether the goods can be returned to the supplier or restocked.

If we agree to an exception, a reasonable restocking fee may apply, based on supplier charges and direct handling costs. We will quote the exact fee, any freight charges and the proposed refund or credit in writing for your agreement before the return proceeds. A credit will only be used if you agree to it.

Restocking or processing fees do not apply to remedies you are entitled to under the Australian Consumer Law, or where we supplied the wrong goods.

Other change of mind exclusions

Change-of-mind returns are not available for embroidered, printed, altered or otherwise personalised goods, sale items, gift cards, hazardous materials, flammable liquids or gases. These exclusions do not remove your consumer-law rights.

Faulty damaged or incorrectly supplied goods

Contact us about faulty, damaged, incorrectly supplied or misdescribed goods. Explain the issue and provide proof of purchase.

For a major failure covered by the Australian Consumer Law, you may choose a refund or replacement. For a minor problem that can be fixed, we may arrange a free repair within a reasonable time. If we cannot do so, further remedies may be available. You may also have rights to compensation under the law.

The 30-day change-of-mind period does not set the deadline for a consumer-guarantee claim. Original packaging and unused condition are not required for these claims. We will handle the issue with you; you do not need to seek a remedy directly from the manufacturer.

How to request a return

1.     Use our online Returns Request Form, email isales@ausworkwear.com.au or ask the purchasing store. Include contact and item details, the reason and proof of purchase. Another form of proof is acceptable if your receipt is unavailable.

2.     Accounts will review the request and, if goods need to be returned, issue a Return Authorisation number (RA) with the return address, freight instructions and any agreed change-of-mind fee.

3.     Please wait for those instructions before posting goods. Include the RA with your parcel and pack the goods securely. Keep your postage receipt and tracking details.

4.     We will inspect returns promptly and confirm the outcome. An RA records the return for assessment; it does not confirm a refund. Your consumer-law rights apply even without an RA.

Return postage

For change-of-mind returns, you pay return postage and any agreed exchange-delivery costs. Original delivery charges are not refunded for change of mind.

If we confirm a product fault or supply error, we will arrange return freight or reimburse reasonable return costs you have paid. We will also cover other delivery costs where required by law. If returning a faulty item would involve significant cost because of its size or nature, we will arrange collection at our expense. Contact us before posting hazardous goods so we can arrange a safe return.

Refunds and exchanges

We process approved refunds to the original payment method within 10 business days of approval. Your payment provider may take additional time. Exchanges depend on availability; online exchanges may involve a refund and separate purchase. We will not replace a refund you are legally entitled to with store credit without your agreement.

Changing or cancelling an order

Contact us promptly to change or cancel an order. Standard orders can be cancelled before dispatch. Change-of-mind cancellation of special or personalised orders may not be available after we commit to the supplier or start customisation. We will explain this before purchase and confirm exceptions in writing. Your consumer-law cancellation and refund rights remain unaffected.