Refund policy
Returns & Refunds Policy
Last updated: July 2026
Because every Off The Tools Co. product is printed on demand — made specifically for you when you order — our returns policy is a bit different from a regular retail store. Here's the plain-English version.
Change of Mind Returns
We don't accept returns or exchanges for change of mind. This includes ordering the wrong size, deciding you preferred a different design, or just having a change of heart.
This isn't us being difficult — it's the nature of custom, made-to-order products. Under Australian Consumer Law, the right to return goods for change of mind does not apply to custom or made-to-order items. Every item we sell falls into that category.
Please check the size guide on each product page before ordering. It's there for a reason, and it saves everyone a headache.
Wrong Size Ordered
If you ordered the wrong size, unfortunately we can't exchange it. The item was made specifically to your order. Size guides are provided on every product page — use them.
If you're unsure between two sizes, the general advice is to size up for a relaxed fit or go true-to-size if you prefer something fitted. Still not sure? Email us before you order.
Defective or Damaged Items
This is where we absolutely step up. Under Australian Consumer Law, you're entitled to a remedy when a product has a genuine fault. If your order arrives:
- Damaged in transit
- With a print defect (significant fading, misalignment, wrong design)
- Structurally faulty (seam failure, hole in fabric, broken mug handle on arrival)
…we'll sort it out. Either a full replacement or a refund — your choice.
How to Claim
- Email support@offthetoolsco.com.au within 30 days of receiving your order.
- Include your order number and a clear photo of the issue.
- We'll review it and get back to you within 2 business days with a solution.
No need to return the faulty item — just the photo and your order details. We'll organise the replacement or refund from there.
Wrong Item Received
If we (or our production partner) sent you something you didn't order — wrong design, wrong product type — that's on us. Get in touch at support@offthetoolsco.com.au with your order number and a photo, and we'll fix it promptly.
Refund Processing
Approved refunds are processed back to your original payment method. Depending on your bank, this can take 3–10 business days to show up. We'll confirm once it's been processed from our end.
Your Rights Under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If a product has a major failure, you're entitled to choose a refund or replacement. If the failure is minor, we may choose to repair or replace the item.
Questions?
Email us at support@offthetoolsco.com.au. We're a small operation, not a big call centre — but we'll get back to you.