Refund policy

RETURNS POLICY

Please ensure you read our Returns Policy carefully, as making a purchase from our website signifies your agreement to these terms. However, please know that our Returns Policy operates in addition to your rights under the Australian Consumer Law, which we fully uphold at all times.

Australian Consumer Law

Your purchase is protected by the Australian Consumer Law, which guarantees certain rights that cannot be excluded. These include assurances that goods must be of acceptable quality, fit for their intended purpose as represented, and consistent with their description. Nothing in these Terms is intended to exclude, restrict, or modify any condition, warranty, guarantee, right, or remedy implied by law (including the Australian Consumer Law) that cannot legally be excluded, restricted, or modified.

SIZE-EXCHANGE RETURNS

Returns for size exchanges must be arranged at the customer's own expense.

A re-shipment fee is applied during the exchange process, covering both the return label and the cost of re-sending your new item. All return and re-shipment costs are quoted on a case-by-case basis, taking into account the item's size, weight, packaging requirements, and the origin and destination of the parcel. A handling ($5 for domestic orders, $10 for international orders) and partial shipping fee is included in all quotes. 

Customers are expected to follow our packaging guidelines carefully. If oversized packaging results in increased shipping costs, this fee will be applied toward those additional charges, with any remaining balance payable after dispatch. If items are returned in packaging that is significantly larger than advised, any additional shipping costs incurred as a result may be charged to the customer.

All quotes are issued via email and must be paid in full before your exchange is processed and dispatched. Please ensure to pay the invoice in 14 days in line with our Terms of Service.

Please note that we are not responsible for lost, stolen, or undelivered return parcels. Customers are required to follow up directly with Australia Post or the relevant courier service should any issues arise during transit.

RETURN TO SENDER PARCEL

Please understand that once a package has been dispatched, the responsibility for timely and successful collection rests with the customer. Regrettably, we do not have control over postal or courier services once the package leaves our facility.

If a delivery attempt fails, we strongly recommend contacting Australia Post and your local post office or courier service, as your parcel may be held with them awaiting collection.

Parcels can be returned to us for reasons including, but not limited to:

    • Failure to collect the parcel after a delivery attempt.
    • Not being present at the delivery address.
    • Failure to pay required customs/import fees.
    • Not responding to a failed delivery notice.

If a parcel is returned to us due to non-collection, you may request it to be re-shipped. Please note that a “re-shipment fee” will apply to cover the cost of sending the parcel again; these re-shipment costs are quoted on a case-by-case basis and calculated based on the item’s size, weight, packaging requirements, and the country from which the parcel is being re-shipped to. The quote will be issued via email and must be paid before the order is re-dispatched.

If a parcel is returned to us, customers will be notified once the parcel is received back at our facility. If no response is received or no action is confirmed by the customer within 14 days of notification, the order will be automatically refunded less all actual costs incurred, but please note that this automatic refund only occurs after we have made clear attempts to contact you regarding your parcel and you have not responded. These deductions may include, but are not limited to: outbound shipping, return-to-sender freight, a handling fee ($5 for domestic orders, $10 for international orders), and any customs or import fees incurred (applicable to certain international orders). The remaining balance will be refunded to the original payment method. Where "free shipping" was selected at checkout, the outbound shipping cost incurred by us will still be deducted from any refund issued.

Please be aware that we cannot be held responsible for lost, stolen, or undelivered parcels once they are in transit. You are expected to follow up with your postal service or courier as needed to ensure successful collection.

CHANGE OF MIND RETURNS

Unfortunately, we are unable to accommodate returns or exchanges for change of mind. This includes (but is not limited to) situations where:

    • You no longer want the item.
    • You have changed your mind about the purchase.
    • You ordered the wrong size, colour, or style.
    • You prefer a different product instead.
    • You purchased the item as a gift and the recipient does not want it.
    • You delayed using the item and now no longer require it.
    • You do not wish to wait for delays, particularly if we have communicated on our website, social media, or during customer service correspondence.

For clarity, this policy does not apply to products that are defective or faulty, which are handled separately under our “Defective Products” section below. In such cases, we will always honour your rights under the Australian Consumer Law and work with you to resolve the issue promptly.

OTHER RETURNS

Our garments come with guarantees that cannot be excluded under the Australian Consumer Law. For any major failures, you are entitled to a replacement or refund, and for any minor failure, you are also entitled to have the product replaced. 

Without limiting your rights under the Australian Consumer Law, if you have purchased a from FM2U that:

    • is faulty, defective, unsafe
    • not of acceptable quality, appearance, or finish
    • is not fit for its intended purpose
    • does not match the product image or description on our website

We will gladly accept a return and provide you with your choice of a replacement, store credit, or a full refund (processed via your original payment method), depending on the level of failure.

Please note that we reserve the right to decline a refund, store credit, or exchange where the product has become of unacceptable quality due to misuse, damage, or neglect after purchase.

If you believe you have received a Defective Product, please contact us via our website’s “Contact Us” Portal with your order details, a brief description of the issue, and clear photos showing the fault or defect. Once you’ve submitted your return request, we will contact you with details of your return so that you can send your product(s) back to us. Please know we will cover any and all packaging and postage costs associated with you returning a Defective Product. 

However, you are liable for any delivery costs if we act reasonably to determine that the returned product does not meet the criteria for being a Defective Product.

REFUNDS

Please read this policy carefully before making a purchase. By placing an order on our website, you acknowledge and agree to the following terms, which operate in addition to your rights under the Australian Consumer Law.

FM2U reserves the right to assess each refund or cancellation request on its individual merits. Approval is not guaranteed and may depend on factors including order status, item availability, and the nature of the issue. Requests must be submitted via our “Contact Us” page, including your order details, the reason for the request, and any supporting evidence.

Under FM2U policies, we are unable to provide refunds or accept cancellations once an order has been fulfilled, shipped, or entered production. This includes situations where a customer:

    • changes their mind
    • selects an incorrect size, colour, or style
    • inputs incorrect personal or delivery details
    • wishes to reorder during a sale or to apply a newly released discount code. 
    • did not review the clearly communicated production and shipping timelines and is not prepared to wait for the order to be produced, processed and/or delivered.
    • delays that are beyond our control such as postal service disruptions, customs processing delays, or government-imposed tariffs, cannot be considered valid reasons for a full refund. Likewise, parcels that are refused at delivery, left uncollected, or returned due to unpaid import fees or customs charges are not eligible for a refund.

In cases where orders are affected by external shipping disruptions, such as postal strikes, suspension of government tariffs, or other circumstances outside the customer’s or our direct control, full refunds or cancellations are generally not available. In these instances, we will provide store credit for the value of the affected items. Exceptions to this approach may be made only in certain circumstances and will be assessed individually and a request must be submitted.

To redeem the store credit, you must be logged into your customer account and at checkout, your available store credit balance displays in the "Store credit" section. You can click "apply store credit" to use it as payment! Please know that store credit can be combined with other payment methods if the balance doesn't cover the full order, and only the full store credit amount can be applied, meaning you can't use partial amounts.

The European “cooling-off” period for cancellations does not apply to goods sold under Australian Consumer Law. Under the ACL, a 10-business-day cooling-off period only applies to unsolicited consumer agreements and hence for standard online or in-store purchases, there is no automatic cooling-off period, although we may offer one voluntarily at our discretion.

All refund requests must be submitted within 14 days of receiving the item, and requests submitted after this period may not be eligible for consideration.

For approved refunds and cancellations, the amount will be deducted from the original order and returned to the payment method used at checkout. Refunds are typically reflected in your account within 3–5 business days. If you do not see the funds within this timeframe or experience any issues, please contact us promptly through the “Contact Us” portal on our website.

ARCHIVE & FINAL SALE ITEMS

Products that are marked as Final Sale, Discontinued, Archive, No Restock, Clearance, or similar wording are sold at a reduced or fixed price with limited availability and will not be restocked once sold out.

By purchasing a Final Sale or Discontinued item, you acknowledge and agree to the following conditions:

    • All sales are final.

    • These items are not eligible for returns, exchanges, refunds, store credit, or price adjustments for any reason, including (but not limited to):

      • change of mind

      • incorrect size or fit

      • preference for a different style or colour

      • delayed delivery or impatience with production/shipping timelines

      • purchasing during a promotion or markdown

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Where a fault is confirmed, we will offer a repair, replacement, store credit, or refund, depending on the nature and severity of the issue.

 

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