Refund policy

Refund and Complaints Policy

If you experience a fault, damage or discrepancy with your order from Gripp It, please contact us at info@grippit.net.

1. Change-of-mind refunds and exchanges

We do not provide refunds or exchanges solely because you have changed your mind, no longer wish to keep the product, would prefer a different colour or size, or have found a lower price elsewhere.

Please check your selected product, colour, size and the available product information before completing your order.

This provision does not affect your consumer rights in relation to faulty products, incorrect items or products that do not match their description.

2. Faulty, damaged or incorrect items

Please inspect your order upon receipt. If you identify damage, a missing item, a suspected product fault or an incorrect item, please notify us as soon as practicable after discovering the issue.

Your notification should include:

• Your order number or other proof of purchase;
• The name of the affected product;
• A detailed description of the issue; and
• When and in what circumstances you noticed the issue.

To assess your claim, we may request clear photographs of the product and the affected area or, where reasonably necessary, a short video. Any documentation requested will be proportionate to the nature of the issue and the information reasonably required for the assessment.

For damage sustained in transit, photographs of the packaging may assist our assessment if the packaging is still available.

Any visual documentation requested for a claim need only depict the product and the alleged defect; images depicting your body or showing the product being worn are not required.

A video recording of the parcel being opened is not a general requirement for assessing a claim.

3. Damage arising from use and wear and tear

Normal wear and tear and damage caused by the customer do not, of themselves, constitute a manufacturing or material defect.

Such damage may include tears or deterioration caused by snagging on an external object, excessive pulling, improper handling, or washing or drying contrary to the applicable care instructions.

Products must be used for their intended purpose and handled in accordance with the characteristics of their materials and any applicable care instructions. Damage resulting from improper use or handling does not, of itself, establish an entitlement to a refund or exchange. This provision does not limit your rights under the Australian Consumer Law.

When assessing a claim, we consider the nature, materials and price of the product, how it has been used, its reasonably expected durability and the circumstances of the damage.

Use of a product does not, of itself, exclude a valid claim relating to a manufacturing or material defect.

4. Assessment of claims

Claims are assessed individually on the basis of the available information and evidence. Submitting a claim does not, of itself, establish an automatic entitlement to a refund or exchange.

Where necessary, we may request further information reasonably required to assess the issue.

We will notify you by email of the outcome of the assessment, the remedies available to you and any further steps required.

5. Remedies for valid claims

If a product fails to meet the consumer guarantees under the Australian Consumer Law, we will provide the remedy required by law.

For a major failure, you may choose a refund or a replacement of the same type of product. You may also choose to retain the product and seek compensation for the reduction in its value resulting from the failure.

For a minor failure, we will remedy the issue free of charge within a reasonable time. If the issue cannot be appropriately remedied, we will provide the further remedy to which you are entitled under the law.

Please contact us before returning a product. If a physical return is required for assessment or resolution of your claim, we will provide separate instructions, including the return method and address.

Where a product fault is confirmed, we will cover reasonable return costs in accordance with applicable law.

If a physical return is not required to resolve a particular claim, we will notify you separately in writing.

6. Processing refunds

Approved refunds will be issued to the original payment method unless we agree on another method with you.

We will initiate an approved refund within 10 business days of approval. Your bank or payment provider may require additional time for the funds to appear in your account.

If you have not received the funds more than 15 business days after approval, please contact us at info@grippit.net.

7. Australian Consumer Law

No provision of this policy is to be interpreted as excluding, restricting or modifying any consumer rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded.

For a valid product-fault claim, the absence of the original packaging or use of the product for its intended purpose does not, of itself, constitute grounds for rejecting the claim.