Returns, Exchanges and Product Issues
At Custom Gear Australia, we take pride in the products we supply and want you to be completely satisfied with your order. Should something not be right, our team will work with you to resolve it as quickly and fairly as possible.
Change-of-Mind Returns
Unbranded, standard-stock products may be returned or exchanged within 12 calendar days of delivery, provided that:
The products are unused, unworn and unwashed.
The products remain in their original condition and packaging.
The products have not been branded, decorated, altered or made specifically for you.
Proof of purchase is provided.
Return delivery costs for change-of-mind returns are the responsibility of the customer. Original delivery charges are generally non-refundable.
Branded, Decorated and Made-to-Order Products
As branded, decorated and made-to-order products are produced specifically for each customer, they cannot be returned simply because you have changed your mind.
Please contact us if the products:
Do not materially match the approved artwork or pre-production proof.
Are faulty, damaged or defective.
Are materially different from the products ordered or approved.
Have been supplied incorrectly.
For the fastest resolution, please notify us within 12 calendar days of delivery and provide your invoice or quote number, a description of the issue and clear photographs where appropriate.
Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement, reproduction, credit or refund.
Where a problem is minor and can reasonably be corrected, Custom Gear may repair, replace or reproduce the affected products within a reasonable timeframe. Where there is a major failure, customers may be entitled to choose a replacement or refund in accordance with the Australian Consumer Law.
The 12-day notification period assists us with promptly investigating and resolving an issue. It does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law or other applicable legislation.
Arranging a Return
Please contact our team before sending products back so we can confirm the return and provide the appropriate instructions.
Once your return has been approved:
Pack the products securely, preferably in their original packaging.
Include a note explaining whether you are requesting an exchange, replacement, credit or refund.
Clearly include your invoice number, quote number or order reference.
Send the approved return to:
CUSTOM GEAR – ATTN: RETURNS
28 Albion Street Annandale NSW 2038 Australia
We recommend using a tracked delivery service. Custom Gear cannot accept responsibility for unapproved returns or parcels lost during return transit.
Where a product is confirmed to have a fault or other issue covered by the Australian Consumer Law, Custom Gear will cover or reimburse reasonable return delivery costs where required.
Refund Processing
Once an approved return has been received and assessed, we will confirm the outcome with you.
Approved refunds will be documented by a credit note and processed within seven business days of confirmation. Refunds will generally be returned using the original payment method unless another arrangement has been agreed.
Banking and payment-provider processing times may affect when the funds appear in your account.
Contact Us
For return assistance or questions regarding your order, please contact:
Phone: 1300 247 766
WhatsApp or international: +61 2 9090 2030