Refund policy

Sweatrope™ Refund & Returns Policy

1. Overview

At Sweatrope™, we are committed to providing premium quality workout products and excellent customer service.

This Refund & Returns Policy outlines your rights as a customer and our obligations as a supplier under the Australian Consumer Law (ACL) contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Nothing in this policy limits, excludes, or modifies any statutory rights you have under the ACL.

2. Change of Mind Returns (30-Day Policy)

We offer a 30-day Change of Mind Return Policy from the date your order is delivered.

Within 30 days of delivery, you may request a return for a refund or store credit if the following conditions are met:

  • The product is completely unused.

  • The product is unopened and in its original, undamaged packaging.

  • The product is in a resalable condition.

  • Proof of purchase (such as an order confirmation or invoice) is provided.

Return Shipping: For change of mind returns, you are responsible for paying the return shipping costs. Original delivery charges are non-refundable.

3. Hygiene & Safety Policy

Due to the hygienic nature of personal care, hair, and wearable workout products:

  • Opened or used products cannot be returned for a change of mind.

  • This restriction exists to protect customer safety and maintain strict hygiene standards.

  • Sweatrope™ reserves the right to refuse change-of-mind returns that fail to meet these hygiene requirements.

(Note: This policy does not limit your rights under the Australian Consumer Law if the product is faulty or defective).

4. Defective, Damaged, or Faulty Products (ACL Consumer Guarantees)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product you purchase from us fails to meet a consumer guarantee (for example, if it is defective, damaged in transit, unsafe, or substantially different from its description), you are entitled to a remedy.

Major Failures

If the product has a major failure, you are entitled to choose between:

  • A full refund of the purchase price; OR

  • A replacement with an identical or similar item.

A major failure occurs when a product has a problem that would have stopped someone from buying it if they had known about it, is significantly different from the sample or description, or is unsafe.

Minor Failures

If the problem is minor and can be repaired within a reasonable time, Sweatrope™ may choose to:

  • Repair the item;

  • Replace the item; OR

  • Refund the purchase price.

Evidence & Inspection

To assess a claim under consumer guarantees, we may request:

  • Clear photos or videos showing the fault or damage.

  • Batch/serial numbers (if applicable).

  • Proof of purchase.

If we require the product to be returned for inspection, Sweatrope™ will cover or reimburse reasonable postage costs if the item is found to be faulty.

5. Incorrect Orders

If you receive a product that differs from what you ordered:

  • Please contact us within 48 hours of delivery.

  • The item must remain unused and in its original packaging.

  • We will provide a pre-paid return label (or reimburse your return shipping costs) and dispatch the correct item or issue a full refund promptly upon receipt.

6. Items Not Eligible for Return

We do not accept returns or offer refunds in the following circumstances:

  • Change of mind on opened, used, or unsealed products due to hygiene standards.

  • Damage caused by misuse, abnormal use, neglect, or failure to follow care/use instructions.

  • Change of mind requests made after 30 days from delivery.

  • Items returned without valid proof of purchase.

7. Refund Processing

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 business days.

  • Refunds will be credited to the original payment method used at checkout.

  • For valid consumer guarantee claims (faulty/incorrect items), original shipping fees will also be refunded.

8. Exchanges

Exchanges are offered for defective, damaged, or incorrect items, or for eligible change-of-mind items (provided the product is unopened and in original packaging). Please contact our support team to arrange an exchange prior to shipping any items back.

9. Return Process

To start a return request, please follow these steps:

  1. Email our team at: info@sweatrope.com

  2. Include your:

    • Order number

    • Full name

    • Reason for return

    • Clear photos or video evidence (if reporting a defect or damage)

  3. Wait for authorization from our team before sending the product back. Items sent back without prior approval may not be accepted.

10. Delivery & Damage in Transit

If your package arrives physically damaged upon delivery by the courier, please take photos of the damaged outer packaging and the product inside, and contact us within 48 hours of receipt so we can resolve the issue with the carrier.

11. Policy Fair Use

Sweatrope™ reserves the right to monitor and manage return requests to prevent fraudulent behavior, systemic abuse, or excessive return patterns that breach these terms.

12. Contact Us

For any questions regarding this policy or to lodge a return claim:

Sweatrope™ Customer Support

Email: info@sweatrope.com

Business Hours: Monday – Friday (9:00 AM – 5:00 PM AEST)