Refund policy

Returns & Refunds Policy

Last Updated: 18 November 2025 (AEST)

Effective Date: 29 May 2025 (AEST)

Overview

At Time Waves, we stand by our made-to-order products and value your satisfaction. This policy explains how we handle returns and refunds in line with the Australian Consumer Law (ACL). All prices are in AUD and we are not currently GST-registered. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL or any other law that cannot be excluded.

1. Australian Consumer Guarantees

You have statutory rights under the ACL. You are entitled to a repair, replacement or refund if an item:

  • has a major manufacturing fault or defect
  • is significantly different from the product description or images
  • fails to be of acceptable quality or durability
  • is not fit for its intended purpose

For minor faults we may elect to repair or replace within a reasonable time. These rights apply regardless of any store policy, and cannot be excluded.

2. Change of Mind

Because every Time Waves product is made to order by our fulfilment partner, we do not offer automatic refunds or exchanges for change of mind, buyer’s remorse or incorrect sizing. Please check the sizing charts and product details carefully before purchasing.

Subject always to your rights under the ACL, we may, at our discretion, accept change-of-mind returns for apparel where all of the following apply:

  • the item is unworn, unwashed and in original condition (tags and packaging where possible);
  • you contact us within 30 days of delivery; and
  • the item is not a final sale, customised or limited-edition item that is marked as non-returnable.

For approved change-of-mind returns:

  • return postage is at your cost; and
  • a reasonable restocking fee of up to 20% of the item price (capped at AUD 20 per item) may apply to cover handling and processing.

These conditions apply only to voluntary change-of-mind returns and do not apply where you are seeking a remedy under the ACL for a faulty, misdescribed or otherwise non-compliant product.

3. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged in transit, or not as described, email info@timewaves.co as soon as you discover the problem (ideally within 7 days) with:

  • Order number
  • Clear photos / video of the issue
  • Brief description of the problem

We’ll acknowledge within 3 business days and resolve (repair, replace or refund) within a reasonable time, generally within 10 business days, in line with the ACL and the nature of the problem.

When a physical return is required for an ACL claim, we’ll supply a prepaid label or reimburse reasonable postage once you provide a receipt. Items do not have to be unworn or unwashed to claim an ACL remedy, but please return any packaging or accessories still in your possession.

4. Refunds

Approved refunds are processed to your original payment method through Shopify. Funds generally appear within 5-10 business days, depending on your bank. Where you prefer, we can issue store credit of equal value instead of a cash refund (unless the ACL requires a refund to your original payment method).

5. Customs Duties, Shipping Delays & Lost Parcels

International orders may attract customs duties or import taxes, payable by you to your local authority. Orders refused or returned solely due to unpaid duties or taxes may not be eligible for a refund, except where a refund is required under the ACL.

Delivery estimates are provided at checkout but are not guarantees. If a parcel is lost in transit or held indefinitely by the carrier, we will work with the carrier and our fulfilment partner to investigate. Where non-delivery is confirmed, or where delivery has been unreasonably delayed, we will repair, replace or refund the order in accordance with the ACL and our Terms of Service.

6. Promotional Items

If your purchase included a promotional item (e.g. bonus sticker), you may need to return it to complete any refund or replacement, unless this would be inconsistent with your rights under the ACL (for example, where the promotional item is not related to the issue or cannot reasonably be returned).

7. Fair Use & Return Monitoring

We monitor excessive or fraudulent return activity to protect our small business, but we will never refuse a legitimate ACL claim. If we decline a return that is not covered by the ACL (for example, a discretionary change-of-mind request), you will receive written reasons and information on how to escalate to the Queensland Office of Fair Trading or other relevant consumer protection body.

8. Contact Us

Email: info@timewaves.co

Business Details

  • Business Name: Time Waves
  • ABN: 81 969 941 931
  • Location: Queensland, Australia
  • GST Registered: No
  • Payments Processed By: Shopify