Please contact us before posting a return so we can help with the next steps.
Change of mind
Eligible change-of-mind returns may be requested within 30 days of delivery. Items must be unused, unwashed, clean and in resalable condition, with original packaging, tags and accessories. Used or washed items are not eligible for a change-of-mind return.
Faulty, damaged or incorrect items
Australian Consumer Law guarantees apply. Contact us with your order number and a description of the issue. Photographs can help us assess a fault or delivery issue. Change-of-mind conditions do not limit your consumer-guarantee rights.
Request a return or exchange
- Email hello@emotivelabs.com.au with your order number, the items involved and the reason for your request.
- If you want an exchange, tell us which product, colour or design you would prefer.
- Wait for return instructions and confirmation of any postage arrangements before sending your parcel.
Return postage
Contact us before posting your return. We will confirm the return address and postage arrangements for your request.
Refunds
Approved refunds are issued to the original payment method. We aim to process approved refunds within five business days after the returned item is received and assessed. Your payment provider may take additional time to show the refund.
Bundles and custom mixes
Refund calculations take account of the amount paid for the returned items, including applied discounts. If you want to return part of a bundle or custom mix, contact us before posting so we can confirm the items and refund calculation.