Effective Date: 31st August 2023 

1. Introduction

Thank you for choosing Unfamiliar Pty Ltd as your custom apparel provider. We strive to ensure your complete satisfaction with every purchase. This Refunds and Returns Policy outlines our procedures for handling refunds, returns, and exchanges of our custom apparel products. By making a purchase from us, you agree to the terms and conditions stated below.

2. Refunds and Returns Eligibility

2.1. Customised Products: Due to the personalised nature of our custom apparel, we are unable to accept returns or offer refunds for products that have been customised with specific designs, text, or graphics unless they are defective or do not match your approved design specifications.

2.2. Non-Customised Products: For non-customised products (e.g., blank apparel), you may return items within 7 days of receiving your order for a refund or exchange, subject to the conditions outlined in this policy.

3. Defective or Incorrect Items

3.1. Defective Products: If you receive a product that is defective or damaged, please contact us at [email protected] within 7 days of receiving your order. We may require you to provide photos or other evidence to support your claim. Once confirmed, we will offer you a replacement, exchange, or a full refund, including shipping costs.

3.2. Incorrect Customisation: If the customisation on your product does not match the design specifications you provided and approved during the order process, please notify us within 7 days of receiving your order. We will work with you to resolve the issue by providing a corrected product or an appropriate solution.

4. Returns Procedure

4.1. Contact Us: To initiate a return, please contact our customer support team at [email protected] within 7 days of receiving your order. Please provide your order number, a description of the issue, and any relevant photos or documentation.

4.2. Approval and Instructions: We will provide you with instructions on how to proceed with the return or exchange process. Returns without prior approval may not be accepted.

4.3. Packaging: Items should be returned in their original packaging, unworn, and in the same condition as received.

4.4. Shipping Costs: For non-customised product returns, the customer is responsible for the return shipping costs unless the return is due to a defect or incorrect customisation.

5. Exchange Policy

5.1. Exchange for Size: If you received a non-customised product and wish to exchange it for a different size, please follow the same procedure outlined in section 4. Exchange requests are subject to availability.

5.2. Customisation Adjustments: If the customisation on your product needs adjustments to match your original design specifications, please contact us for guidance.

6. Non-Refundable Items

Please note that the following items are non-refundable:

• Customised products with approved design specifications.

• Products that have been worn, washed, or altered.

• Products returned without prior authorisation.

• Items returned beyond the specified timeframe.

7. Contact Us

If you have any questions, concerns, or inquiries about our Refunds and Returns Policy, please contact us at [email protected]

By making a purchase from Unfamiliar Pty Ltd, you acknowledge that you have read and understood this Refunds and Returns Policy and agree to its terms and conditions.

Unfamiliar Pty Ltd 

Address:14 Kayleen Court Burdell Townsville Qld 4818

Email: [email protected] Ph:0423870223