Returns &
exchanges.

1Your rights come first

Everything below is what we offer on top of the law. None of it replaces or reduces what you are already entitled to.

Under the Australian Consumer Law our goods come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure is something like a garment that is unsafe, is significantly different from what was described, or has a fault you would not have accepted had you known about it. For a minor failure we get to choose between repairing it, replacing it or refunding it. Either way, there is no time limit on a consumer guarantee claim — it lasts as long as is reasonable for the kind of thing you bought. The fourteen days below are about changing your mind, which is a different thing entirely, and nothing in this page limits a claim about a fault.

2Changed your mind — 14 days

Changed your mind, picked the wrong size or colour, or simply do not want it any more? Tell us within [window] of delivery and we will arrange an exchange or store credit. Once we send you instructions, post it back within another 14 days.

We do not refund money for a change of mind. There is no legal obligation to, and we have chosen not to offer it. A refund is for a fault, a wrong item, or anything else the Australian Consumer Law covers — see section 6.

What comes back has to be in the condition you would want to receive it in: unworn, unwashed, unaltered, free of marks and smells, with tags and swing tickets attached, in its original packaging and with everything that came with it. Try it on the way you would in a change room, not on a ride. We check returns against those conditions, and if we cannot accept one we will tell you why and agree with you how to get it back — and tell you any postage cost for that before you agree to it, never after.

Ordinary sale and promotional pieces are included, and a promo code does not cost you your fourteen days. Anything marked clearance, final sale, limited edition or made to order before you bought it is not — see section 7.

3Exchanges and store credit

Pick whichever suits: an exchange, if we have the piece in stock, or store credit for the amount you actually paid after any discount. If the size or colour you want has sold out we will offer credit rather than send you something you did not choose. A price difference either way is charged or credited, and we will explain any bundle adjustment before we process it.

Check the size guide before you order — it will usually save you the wait and the postage.

Store credit is valid for three years from the day it is issued, with no activation or account fees, and you can spend it across as many orders as it takes to use it up. We will give you the issue and expiry dates with it. It cannot be cashed out except where the law says otherwise, and we will never hand you credit in place of a refund you are legally entitled to without your agreement.

An exchange goes back out [how long an exchange takes] after your return reaches us.

4How to start a return

Email orders@spxtr.com with:

• Your name and order number, or any record that identifies the purchase
• What you are sending back, and which size if you want an exchange
• Whether you want an exchange or store credit
• For a fault: a photograph of the problem, if you can take one

An order confirmation or a transaction record is fine — the original receipt is not the only proof we will take. If it was a gift, say so; the rights come with the goods.

We will reply with how to send it and where. Please wait for that reply before posting anything — a parcel that arrives with nothing in it to say whose it is takes far longer to sort out. Needing our instructions first helps us handle it; it is not a veto over a claim about a fault.

Returns go to [returns address]. Pack it securely and send it tracked.

5Who pays the postage

If something is faulty or is not what you ordered, we cover the postage both ways. You are not out of pocket for our mistake, and under the Australian Consumer Law you would not have to be — where a consumer guarantee applies, the cost of returning the goods is ours. Keep your postage receipts and send them with your claim and we will reimburse them.

On a change of mind, the postage is yours — both sending it back and having the exchange sent out, which we will tell you the cost of before we confirm it. The delivery you paid on the original order is not credited. There is no restocking or processing fee on top of that, and none of it applies to a claim about a fault.

How that works in practice: [how return postage is handled].

Use a tracked service and keep the receipt: until it reaches us, it is still your parcel, and an untracked return that never arrives is very hard for either of us to prove. If a return does go missing, tell us and send what dispatch evidence you have — where it went with our label or our carrier, chasing the carrier is our job, not yours.

6Refunds

Refunds are for consumer guarantee claims — a fault, an unsafe item, something materially different from how it was described, or a major failure where the law gives you the choice. Change of mind is section 2, and is credit or an exchange.

A refund goes back to the card or account you paid with. We cannot send it anywhere else — that is Stripe’s rule, not ours, and it is there to stop refunds being redirected. A split payment goes back to the sources it came from.

How long it takes: we aim to acknowledge a request within 3 business days and finish a straightforward assessment within 10 business days of receiving the item. Once your entitlement is confirmed we aim to start the refund within 5 business days, and after that it is your bank’s turn, which usually takes [how long a refund takes] to show up. Business days here exclude weekends and Queensland public holidays. If something needs longer we will tell you why and when to expect an answer.

You get back what you actually paid for the item, with no deduction for having used it and no restocking, assessment or processing fee. If a discount code applied, you are refunded what you paid, not the full ticket price. Delivery charges are refunded wherever the law requires it.

If a refund brings an order below the free-shipping threshold, we do not go back and charge you shipping on the part you kept.

7What we cannot take back

Change-of-mind returns only — every one of these still carries full rights if it turns out to be faulty or is not what was described:

• Underwear and socks, and any accessory we identify as hygiene-sensitive on the product page before you buy it.
• Sports bras, crops and leggings are not on this list. Activewear is not excluded just for being activewear; if a specific piece is, its product page will say so before you order.
• Gift cards.
• Anything marked clearance, final sale, limited edition or custom before purchase. If the product page did not say it, it is not excluded.
• Team, club and custom orders. Anything printed, embroidered or made to your specification is made for you and cannot be resold — see team orders.
• Anything worn, washed, altered or damaged after delivery. Riding in it is not trying it on.
• Change-of-mind returns past the window. A consumer guarantee claim has no such limit; this bullet is only about changing your mind.

Nothing in this list affects your rights under the Australian Consumer Law.

8If we disagree

Tell us why. Email orders@spxtr.com and ask for a review, and a person will read it. We aim to acknowledge within 3 business days and give you a reasoned answer within 10, or tell you why it is taking longer. We would rather sort it out directly than have you take it further, and we will tell you plainly if we think we are in the right and why.

You do not have to go through us first. The Queensland Office of Fair Trading, the consumer protection agency in your own state or territory, or the ACCC at accc.gov.au can take it from there, as can a tribunal or court. We will not hold it against you for asking them.

9Questions

Email orders@spxtr.com with your order number.

See also: shipping, the size guide, and the warranty.