Refund policy

Last updated: 23/05/2026

This Return and Refund Policy applies to purchases made from Set To Rep through settorep.com.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or any other applicable consumer protection laws.

If a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, exchange, store credit, or another appropriate solution depending on the circumstances.

Change-of-mind returns

Set To Rep does not offer change-of-mind returns, refunds, or exchanges as standard.

This includes situations where:

you no longer want the item;
you ordered the wrong product;
you selected the wrong size, style, or product;
you found the item cheaper elsewhere;
the item does not suit your personal preference;
you changed your mind after purchase.

This does not affect any rights you may have under Australian Consumer Law.

Set To Rep may choose to approve a change-of-mind return or exchange as an exception at our discretion.

If a change-of-mind return is approved:

the item must be unused, undamaged, and in original condition;
the item should be returned with its original packaging, tags, accessories, manuals, and included parts where available;
the customer is responsible for return shipping costs;
original shipping fees may not be refundable;
approval of one change-of-mind return does not guarantee approval of future change-of-mind returns.

Faulty, damaged, incorrect, defective, or not-as-described items

Please contact us within 30 days of receiving your order if your item is:

faulty;
defective;
damaged on arrival;
incorrect;
missing required parts or accessories;
not as described;
otherwise affected by an issue covered by Australian Consumer Law or applicable consumer protection laws.

To help us assess the issue, email settorep@gmail.com with:

your order number;
proof of purchase;
a clear description of the issue;
clear photos or videos showing the issue, where relevant;
photos of the packaging if the item arrived damaged;
your preferred outcome, if you have one.

We may need to inspect the item before confirming the appropriate remedy.

Return condition

Where possible, returned items should be sent back in their original condition and with any packaging, accessories, tags, manuals, or included parts that came with the product.

We understand this may not always be possible for faulty, damaged, or defective items. Your rights under Australian Consumer Law are not limited simply because packaging has been opened or is no longer available.

Remedies

Depending on the issue, availability, and legal requirements, Set To Rep may offer one or more of the following:

replacement;
repair, where practical;
exchange;
refund;
store credit;
another suitable remedy required or permitted by law.

For major failures or issues where a refund is legally required, we will handle the matter in accordance with Australian Consumer Law.

Refunds

If a refund is approved, the refund will usually be issued to the original payment method where possible.

Refunds are usually processed within 5–10 business days after approval or after the returned item has been received and assessed, where assessment is required.

The time it takes for the refund to appear in your account may vary depending on your bank, card provider, payment provider, or Shopify payment processing times.

Shipping fees may not be refundable unless required by law or unless the issue was caused by Set To Rep.

Return shipping costs

For faulty, damaged, incorrect, defective, or not-as-described items, Set To Rep will cover or organise return shipping where required or appropriate.

For approved change-of-mind return exceptions, the customer is responsible for return shipping costs.

Please do not send items back without first contacting us and receiving return instructions. Returns sent without approval may be delayed or may not be accepted.

Exchanges

We may offer exchanges where practical and where replacement stock is available.

If an exchange is not available, we may offer another suitable remedy, such as a refund, store credit, replacement alternative, or another option depending on the issue and applicable legal requirements.

Damaged parcels

If your parcel arrives damaged, please contact us as soon as possible at settorep@gmail.com with your order number, photos of the packaging, photos of the damaged item, and a description of the issue.

Please keep the item and packaging until we have reviewed the matter, as the carrier may require evidence.