Refund policy
The short version
| Situation | Covered? |
|---|---|
| Faulty, wrong, or significantly different from the description | Yes — refund or exchange, and we cover return postage |
| Not authentic | Yes — full refund, and we'll share our inspection notes |
| Damaged in transit | Yes — photograph the outer box before opening and tell us within 7 days |
| Change of mind, wrong size ordered | No — except the Yeezy Gap by Balenciaga range |
| Minor factory flaws | No — these are normal on this product and are not a fault |
| Scuffs or dents on a shoe box | No — normal in transit; major box damage is disclosed before you buy |
Time limit
If there's a problem with your order, contact support@theretailer.com.au within 7 days of delivery with your order number and photos. Approved refunds go back to your original payment method within 5–10 business days.
What counts as a major fault
You can choose a refund or an exchange when an item:
- has a fault that would have stopped you buying it had you known — for example missing parts;
- is unsafe;
- is significantly different from its description; or
- doesn't do what we said it would.
This sits alongside your rights under Australian Consumer Law, which we don't limit.
Condition, disclosed up front
Every item is graded and, where relevant, photographed before it is listed. Factory flaws and box wear are common on this kind of product and are not treated as faults — but anything beyond the standard for its grade is disclosed in the product description. The condition guide explains every grade we use.
All orders are double-boxed where the item allows it, so your item isn't damaged in transit.
How to start a return
- Email support@theretailer.com.au within 7 days of delivery with your order number and photos.
- Wait for us to confirm the return and the address. Don't post anything before this — we can only process returns we've agreed to receive.
- Send it tracked and keep the tracking number.
Return address
All returns, including orders that shipped within the United States, come back to our Australian warehouse:
Retailer — Returns
34C Mumford Place
Balcatta WA 6021
Australia
Return postage is arranged and paid by you, except where the item has a major fault or isn't authentic — in that case we cover it.
Orders we refund ourselves
Occasionally we refund an order before it ships. That is almost always because the item sold out before your payment cleared, or because the order breached our one-per-customer limit on heavily hyped releases. These are always refunded in full.