• Products can be returned within 14 calendar days of the date of receiving the product (date confirmed by our delivery partner) if all of the eligibility criteria below are met. Failure to return within 14 calendar days of the date of receiving the product will result in the return not being accepted.

2.1 - If you “Change Your Mind” about one of our products the following MUST occur:

• The product must have been purchased at full price (or full price with a discount code that was applied at checkout by the customer). Sale items are not eligible for returns.
• All apparel products must be unworn, unwashed and in their original condition with all tags attached. We recommend inspecting your products before sending them back to us as we will not accept any damaged, worn or dirtied items without all tags attached.
• Proof of purchase (via either a paper or digital receipt) MUST be produced. This can be in the form of an email confirmation of payment or as a finalised transaction under your Headnoise Apparel online account (if established).

Please note: Headnoise Apparel will not accept any returned items not meeting the criteria above. If Headnoise Apparel receive your returned products after our 14 day allowance your return cannot be accepted. The products cannot be sent back to you.

2.2 - Other key points about “Change of Mind” returns: Please consider before returning your products:

• For hygiene reasons personal care products and underwear cannot be returned. Swimwear can only be returned if the hygiene seal is still intact and at the discretion of Headnoise Apparel.
• We do not accept returns of the following products:
• Sale items
• Underwear
• Water
  bottles
• Personal
  care items
• Socks (unless they are in their original packaging and un-opened)
• Gift cards, or
• Any items claimed under any Rewards program or free gifts.
• Refunds will be made back to the original payment method as specified in your confirmation email. If you have split payments (such as Store Credit & PayPal) your refund will be credited back to Store Credit first.
• Discount codes from the original order are final and cannot be refunded/store credited or applied to a new order or applied to an exchange.

2.3 - What we offer for “Change of Mind” returns

• We offer a refund if the product is purchased at full price (or full price with a discount code that has to be applied by the customer at checkout). Full price items exclude automatic discounts and savings at online checkout. Full priced items must be returned within 14 days from date of delivery to receive a full refund of the purchase price (does not include shipping costs).
• We only offer refunds onto the original payment method used to make the order.
• If we receive the product 15-30 days after the delivery date we do not offer a refund but only offer an exchange or online store credit if eligibility criteria are met.
• We also offer an exchange for another item of equal or lesser value (subject to availability) or online store credit for the original purchase amount (not including postage/shipping costs).
• Customers are responsible for the cost of return postage/shipping when returning “Change of Mind” products. To ensure safe return of the products we recommend you utilise a shipping provider with tracking service to ensure safe delivery to our returns facility.
• Store credit may be issued in the form of a digital voucher attached to your Headnoise Apparel account (if an account is established). This can then be applied towards future purchases on our Site. Store credit does not have an expiration date.
• If you opt for an exchange, you can choose an alternative product from our available product range. If the new product is of lesser value, the difference will be issued as store credit. If the new product is of higher value, you will be required to pay the difference. You will also be required to pay a new postage fee.

2.4 - What happens if I send back a dirty/damaged product or a product without all correct original packaging?

• We undertake thorough quality assurance inspections of all stock which leaves our warehouse (to reduce the risk of faulty/damaged goods arriving to our customers) and we also do the same on their return to our warehouse. If the returned products do not meet our eligibility criteria noted above, we will be unable to process your return.
• If a returned product doesn’t meet our criteria we will contact you via email with photo evidence to explain the reasons we cannot process the return. We will then send the product to a sustainable recycling solution to avoid unnecessary landfill OR you can pay new postage so we can re-send to you if you choose.
• No exceptions to this policy will be made.

2.5 - How do I know if my items are Sale items?

• This can be identified by the sale tag on the items on our Site and can also be viewed on your order confirmation, although it is advisable you are familiar with this prior to purchase.

2.6 - Some things to note are:

• If your requested exchange is out of stock or you are seeking an alternative product with a price difference - a store credit will be automatically issued.
• If your requested exchange is for the same product but different size/colour and there is a price difference at the time of the exchange i.e. item is back to full price or on sale there will be no refund or store credit issued for the price difference.
• Discount codes from the returned order are final and cannot be refunded/store credited or applied to the exchange order.
• Sale items cannot be returned for any reason.
• If a full-priced item is returned for an exchange and then again returned, this will only be eligible for a store credit. Similarly, if a full-priced item is returned and store credit is requested, a later “Change of Mind” for a refund will also not be permitted.
• If there are no notes accompanying your return we will apply a store credit.
• The customer is responsible for return shipping costs (both to our warehouse and on the return to you) for all “Change of Mind” returns. We also recommend keeping your tracking details as Headnoise Apparel is not liable for returns lost in transit.

3.1 - What happens if I receive a faulty, damaged or incorrect product?

• Please contact us immediately via this FORM and include photos of the faulty, damaged or incorrect product.
• Please do not return any faulty, damaged or incorrect products before contacting our Customer Support Team first. We are unable to reimburse you the return costs if our Customer Support Team have not been advised by you via email and we have not responded to you prior to you returning the products.

3.2 - What we need from you

• Faulty/DamagedProduct:

• Proof of purchase (via either a paper or digital receipt) MUST be produced. This can be in the form of an email confirmation of payment or as a finalised transaction under your Headnoise Apparel online account (if established).
• Photograph evidence of the issue: The photo must show both the Headnoise Apparel logo or size tag and the fault/damage to the product in the one photo. Please ensure photo is clear (the better we can see the issue the more likely we can assist) and in either a JPEG or PDF format. The item should not be worn while taking the photograph.
• If you have multiple products, please provide a photograph of each product separately.
• If the fault/damage relates to a zipper issue or any other issue which cannot be verified by photograph, please send a short (no longer than 10 seconds) video showing the fault/damage. Please provide video in an mp4 format.
• Important: Headnoise Apparel is not liable for damage caused by the customer not following all care instructions on our products or using the products in an abnormal manner. Care instructions are clearly detailed on our products and should be followed by the customer at all times to ensure the longevity and quality of the product. Failure to do so may reduce the durability and quality of the product which we will not be liable for.

• Incorrect Product:

• Proof of purchase (via either a paper or digital receipt) MUST be produced. This can be in the form of an email confirmation of payment or as a finalised transaction under your Headnoise Apparel online account (if established).
• If we have supplied the incorrect product, please attach this FORM with the product and return to our warehouse for replacement.

3.3 - What happens if I return a product which is actually from another brand?

• If we receive a returned product from you which is actually another brands’ product, our Customer Support Team will contact you via email to request a shipping label be provided to use to allow us to return the product to you directly.  We are not liable for the cost of returning your item to you.
• Alternatively, if you already have a return label from the original supplier of that product, please send through to us via email and we can send it on its way for you.
• Headnoise Apparel will not be held liable for any costs (including shipping costs) or loss of product where you have sent another brands product to us. While we will do our best to get this product back to you, we are not responsible if the product is lost in transit.

3.4 - European Union 3 day cooling off period

• Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 business days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

4.1 - Australian Address Returns

Step 1:

• Please download and complete the Returns Form HERE. This needs to be fully completed and included inside your parcel for us to review your return. (need to develop this form).
• If you cannot print the Returns Form, please write a handwritten note with all the information required - exactly like the Returns Form.

Step 2:

• Please source your own delivery service to return the parcel back to us and don't forget to include your Returns Form inside.
• Please return the parcel to the following address:

HEADNOISE APPAREL
PO BOX 2118
SPOTSWOOD VIC 3015
AUSTRALIA

• Click HERE to purchase your Australia Post returns label to put on the outside of your return parcel. (Need to discuss with Aust Post how to get these)

Step 3:

• Place return product into package, including the fully completed Returns Form, and take to your local post office or post box.
• Please hold on to your receipt with tracking number.

4.2       International Address Returns

RETURN/EXCHANGE REQUEST – INTERNATIONAL

How to lodge a return

1. To submit a returns request click HERE.

* Please include your order number. It should be 7 digits and is not your Afterpay number. You can find the order number through your order confirmation email. If you cannot print the form - please write a handwritten note with all the information required - exactly like the Returns form.

2. For US, UK, NZ and Canada customer you can purchase a label via our team. To do this submit a ticket HERE select subject "Returns/Exchanges" and in the message field, request to purchase a return label for the country you are shipping from.

Canada $40CAD, United States $30USD, United Kingdom $44 pounds, New Zealand $44NZD

* Remote areas incur extra surcharge as below

Canada $110CAD, United States $80USD, United Kingdom $70 pounds, New Zealand $80 NZD

3. For all other countries you will need source your own courier service to ship the items back to us and don't forget to include your Return form inside.

Ship items back to:

ECHT
PO BOX 2118
SPOTSWOOD VIC 3015
AUSTRALIA

4. Please keep your tracking number and receipt.

5. Please allow 5-6 business days from the date the parcel is received by us to process. You will receive an email to notify you of the outcome of your return.

6.  If you do not provide a returns form, a store credit will be issued by default.

4.3 - Timeframe For Returns

• Please allow 2 weeks for your product to be returned to us once you have deposited at your local post office or post box. Once we receive your return product your request will be processed within 1 calendar week, and you will be sent an email confirmation.
• Refunds are processed back on to the original payment method.
• Please note we cannot process your return without the Returns Form fully completed or handwritten note with all details as per the Returns Form.

4.4 - Return To Sender

• Sometimes we will attempt to send our products to you but the package is returned back to our warehouse. If this occurs we can re-send your package back to you for a shipping fee of $15.00 AUD (for AU customers) and $65.00 AUD (for International customers). We will send an invoice separately and once we receive confirmation of payment we will email you a new tracking number.
• Alternatively, we can provide you store credit. If you choose store credit, we will deduct a $15.00 (for AU customers) and $25.00 AUD (for International customers) return to sender fee from your total of your store credit.
• If the new invoice is not paid within 14 calendar days and/or we do not hear from you we will issue a store credit minus the fee noted above.

4.5 - Can I combine multiple returns into one return?

• Unfortunately, we are unable to process combined returns from multiple orders. We require you to send your returns from different orders separately. In addition, returns registered separately, even if from the same order, can't be processed if returned in one package.
• Please note combining the returns into the same package could result in an error in your refund, so please package separately.

4.6 - How do I check the status of my return?

• Firstly, we would recommend checking your return tracking via the courier/delivery partner who you used to return the product to our warehouse and look out for an update that states it's been 'Returned', 'Delivered', 'Returned To Warehouse' or similar. This means the product is back at our warehouse and will be checked and scanned by our team within seven (7) calendar days.
• We will contact you via email (typically within seven (7) calendar days) of receiving the product to discuss and confirm if you are eligible for a refund/exchange/store credit.
• Once processed, your refund can take five (5) days to appear in your chosen account, once released by your bank.

4.7 - Pop up stores and events returns policy

• Returns from Headnoise Apparel pop-up stores and special events are accepted under our usual Returns Policy. However, we will need you to contact our Customer Support Team first and provide your e receipt so we can verify your purchase then continue the returns process.
• If cash was used to purchase the product you are wishing to return and the product is eligible for a return, we can only refund with store credit. If you paid using debit/credit card, we'll be able to refund onto the original payment method providing you're able to provide proof of purchase.

Headnoise Apparel is committed to complying with all obligations under consumer law. Any rights you have under this policy in relation to your Headnoise Apparel product are additional to any rights you may have under consumer laws.

If you have any questions or concerns about our returns process, feel free to reach out to our Customer Support Team.

Headnoise Apparel is committed to providing you with quality products and excellent service. Your satisfaction is our priority!