Refund policy
HERO R&R Policy — Returns, Refunds & Exchanges
RETURNS
& REFUNDS
We stand behind what we make. Here's exactly what that means, in plain language, without the fine print manoeuvres.
ACL FOUNDATION // Your Statutory Rights ⚖ Australian Consumer Law — Your Rights Are Not Negotiable
Under the Australian Consumer Law (ACL), you have guaranteed rights that apply regardless of what any store policy says. These rights cannot be excluded, restricted or modified by a retailer. If your rights under ACL are broader than anything stated in this policy, your ACL rights take precedence. Full stop.
Consumers in other jurisdictions — including the United Kingdom (Consumer Rights Act 2015), the European Union (EU Consumer Rights Directive), the United States (state-level consumer protection laws) and New Zealand (Consumer Guarantees Act 1993) — have equivalent statutory protections that similarly apply to their purchases from us.
This policy meets or exceeds the minimum requirements of Australian Consumer Law. It is not designed to limit your rights. It is designed to explain them clearly.
Convict Shirts operates a 30-day change of mind return policy for unworn, unwashed items in original condition. This is in addition to, and separate from, your statutory rights under Australian Consumer Law, which apply regardless of timeframe for faulty, misdescribed or non-compliant goods.
QUICK REFERENCE
// Quick Reference — What Applies To Your Situation
The Scenarios
Item arrived faulty or damaged ✓ Full remedy — your choice You are entitled to a repair, replacement or full refund under Australian Consumer Law. Contact us within 30 days of delivery with a photo. We cover all return postage. No time limit on major faults. Wrong item sent ✓ Full remedy — our error We send you the correct item at no charge and arrange return of the incorrect item at our cost. If the correct item is unavailable (sold out), full refund issued immediately. Print quality issue — fading, cracking, misprint ✓ Replacement or refund Manufacturing defects in print quality are covered under ACL statutory guarantees. Contact us with a photo. If the design has sold out we will issue a full refund. Wrong size ordered — change of mind ~ Exchange or store credit Within 30 days of delivery, unworn and in original condition. We will exchange for a different size if available. If unavailable (limited run), store credit issued. Return postage is at your cost; we cover dispatch of the replacement. Changed your mind — don't want it ~ Store credit Within 30 days, unworn and in original condition with tags attached. Store credit issued for the item value. Return postage at your cost. We don't offer cash refunds for change of mind under Australian Consumer Law, but store credit is valid for 24 months with no minimum spend. Item worn, washed or tag removed ✕ Not eligible (change of mind) Worn or washed items cannot be returned for change of mind. If a fault develops after washing that is attributable to a manufacturing defect rather than normal wear, contact us — that is a separate matter covered by ACL guarantees. Item outside 30 days — no fault ✕ Not eligible (change of mind) The 30-day change of mind window has closed. Your ACL rights for faulty or misdescribed goods continue to apply without a time limit proportionate to the expected lifespan of the product. Design sold out — want same item restocked ✕ Not possible We do not restock sold-out designs. This is a structural feature of the brand, not a temporary situation. If a faulty item from a sold-out run cannot be replaced in kind, a full cash refund will be issued. Store credit is available as an alternative if preferred. Gift — wrong size, no receipt ~ Exchange or store credit Contact us with the order details if available, or the name and email used to place the order. Within 30 days of the original delivery date, unworn and in original condition. We'll do what we can. FAULTY GOODS
// Faulty & Misdescribed Goods — Your ACL Guarantees
When Something Goes Wrong
Under Australian Consumer Law, every product we sell comes with automatic guarantees that it will be of acceptable quality, match its description, and be fit for the purpose for which it is normally used. These guarantees apply automatically and cannot be waived.
What Counts As A Fault
A fault is a defect that exists at the time of sale or arises from the manufacturing process. This includes: print defects visible on arrival (misregistration, ink bleed, missing elements), fabric defects such as holes or pulls present on arrival, stitching failures in normal use, and significant print degradation within the first several washes that is attributable to manufacturing rather than care instructions not being followed.
What Doesn't Count As A Fault
Normal wear over time. Damage caused by washing at temperatures above those on the care label. Damage from tumble drying when the care label specifies otherwise. Colour change from prolonged sun exposure. The design being about something you no longer find funny. The last one is not covered by any consumer protection legislation we are aware of.
Major vs Minor Faults
For a major fault — one that would have prevented purchase had you known about it, or one that cannot be remedied within a reasonable time — you may choose between a full refund, replacement or compensation for the difference in value. The choice is yours, not ours. For a minor fault that can be remedied, we may offer a repair, replacement or refund at our discretion — though in practice we will offer the most practical remedy given the limited-run nature of our products.
We print on quality organic cotton blanks from established suppliers and use industry-standard direct-to-garment and screen printing processes. Print defects are rare. When they occur, we fix them. If you have a question about whether something constitutes a fault, send us a photo and we will tell you honestly.
CHANGE OF MIND
// Change Of Mind Returns
The 30-Day Window
We offer a 30-day change of mind return period as a courtesy above and beyond your statutory rights. Australian Consumer Law does not require retailers to accept change of mind returns — this is a voluntary policy and we think it's the right one to have.
Conditions for change of mind returns
The item must be unworn, unwashed, and in its original condition with all tags attached. It must be returned within 30 days of the delivery date shown on your tracking information. It must be in a condition suitable for resale — which, given that we don't restock, means suitable for potential donation or responsible disposal on our end.
What you receive
For a size exchange: we'll dispatch the replacement size at no additional charge if it's in stock. Given our limited runs, size availability cannot be guaranteed. If your requested size is unavailable, store credit will be issued. For a straightforward change of mind with no exchange: store credit to the value of the item, valid for 24 months, no minimum spend, usable against any future drop.
Return postage
Change of mind return postage is at your cost. We recommend using a tracked service as we cannot be responsible for items lost in transit on the way back to us. When we dispatch a replacement, postage is at our cost.
We do not offer cash refunds for change of mind returns. This is consistent with Australian Consumer Law, which does not require cash refunds for change of mind. Store credit is valid for two years and applies to the full catalogue of future drops — given that we release new collections monthly, there will be something worth spending it on.
HOW TO RETURN
// How To Make A Return — The Process
Step By Step
Step 01 Contact Us First Email returns@convictshirts.com before sending anything back. Include your order number, the item you're returning, and the reason. For faulty items, include a clear photograph. Do not send items back without contacting us first — unrequested returns may not be processed promptly.
Step 02 We Confirm & Send Instructions We'll respond within 2 business days confirming eligibility and providing the return address and any specific instructions. For faulty items we'll also confirm whether we need the item returned at all — sometimes a photo is sufficient and we'll resolve it without requiring postage.
Step 03 Pack & Post Pack the item securely — rolled is fine, the same way it arrived. Include a note inside with your order number and return reason. Use a tracked postage service for change of mind returns. We cover tracked postage for faulty items — we'll either provide a prepaid label or reimburse reasonable postage costs.
Step 04 We Inspect & Process Once your return arrives we'll inspect it and process your refund, exchange or store credit within 3 business days. We'll email you confirmation. Refunds to the original payment method may take an additional 3–5 business days to appear depending on your bank or payment provider. TIMEFRAMES
// Timeframes At A Glance
Key Dates & Windows
| What | Timeframe | Notes |
|---|---|---|
| Report a fault on arrival | Within 30 days of delivery | Photo required. ACL rights continue beyond this for faults that develop over time. |
| Change of mind return window | 30 days from delivery date | Item must be unworn, unwashed, tags attached. |
| Our response to your return request | Within 2 business days | Via email to the address on your order. |
| Processing once item received | Within 3 business days | Confirmation email sent when processed. |
| Refund to original payment method | 3–5 business days after processing | Timing depends on your bank or payment provider, not us. |
| Store credit validity | 24 months from issue date | No minimum spend. Applies to any future drop. |
| ACL statutory guarantee — major faults | No fixed time limit | Proportionate to the reasonable expected lifespan of the product. |
SPECIFIC SCENARIOS
// Specific Situations Worth Covering
Edge Cases & Clarifications
International Orders
We ship internationally. Your statutory consumer rights under your local jurisdiction apply to your purchase in addition to this policy. UK customers have equivalent protections under the Consumer Rights Act 2015. EU customers are covered by the EU Consumer Rights Directive. New Zealand customers are covered by the Consumer Guarantees Act 1993. We will not use geographic distance as a reason to deny a legitimate remedy.
International return postage for change of mind returns is at your cost. For faulty items we will cover or reimburse reasonable return postage costs regardless of your location. If international return postage would be disproportionate to the item value, we may resolve the matter without requiring the item to be returned — contact us first and we'll work out the most practical approach.
Items Purchased During A Sale Or Promotion
Your statutory rights under Australian Consumer Law apply regardless of whether an item was purchased at full price or on sale. Sale items can be returned for faults on the same basis as full-price items. Change of mind returns for sale items are eligible under the same 30-day conditions — store credit will be issued at the sale price paid.
Orders Placed As Gifts
If you're the recipient of a gift and need to initiate a return, contact us with as much information as you have — the order number if available, or the name and email address used to place the order. We'll work with you to resolve it. The 30-day window runs from the original delivery date, not the date the gift was given, so it's worth acting promptly if a size exchange is needed.
Items Lost Or Damaged In Transit
If your order arrives visibly damaged — packaging crushed, item clearly affected — photograph it before opening further and contact us immediately. If your order is marked as delivered but hasn't arrived, contact us after allowing 2 additional business days for local delivery delays. We will investigate with the carrier and if the item is confirmed lost or damaged in transit, we will replace it or issue a full refund. Items lost in transit are our problem to resolve, not yours.
Allergic or Adverse Reactions
Our tees are made on GOTS certified organic cotton and printed with inks compliant with OEKO-TEX Standard 100. If you experience an adverse skin reaction that you believe is related to the garment, contact us. We will take it seriously. We may ask you to return the item for investigation. If a manufacturing issue is identified, a full remedy will be provided under ACL statutory guarantees.
Limited Run Sold Out — Replacement Not Possible
This is the scenario most specific to how we operate. If you have a faulty item from a collection that has sold out and we cannot replace like for like, we will issue a full cash refund to your original payment method. We will not substitute a different design without your agreement. Store credit is offered as an alternative if you prefer it. The fact that a design is sold out does not reduce your entitlement to a remedy.
CONTACT
// Contact
Get In Touch
For all returns, refund requests, faulty item reports and related enquiries:
// Returns & Refunds returns@convictshirts.com
Include your order number in the subject line. We respond within 2 business days. For faulty items, attach a clear photograph — it speeds everything up considerably.
For general enquiries not related to returns, use the contact page. Please don't use the returns email for general questions — it goes to a specific queue and the wrong queue means a slower response.
We are a small operation. Returns are handled by real people who read every email. If you have a situation that doesn't fit neatly into the scenarios above, describe it and we will respond with a practical solution. We are not looking for reasons to deny legitimate claims. We are looking for reasons to resolve them.
CLOSING ConvictShirts.com // Returns Policy — Consistent with Australian Consumer Law Policy version: May 2026
Jurisdiction: Australia (ACL)
Reviewed: Annually or on legislative change