Refund policy

Non-returnable items

Due to the made-to-order/personalised nature of our Products, we do not offer exchange or refund in any circumstances unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer’s warranties or consumer guarantees, or where otherwise required by law (‘warranty returns’). You are entitled to a replacement or refund for a major failure, or to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.

Please note, we cannot accept returns on sale items or gift cards.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If any product ordered by you arrives damaged or is not of acceptable quality you may have legal rights and remedies in Australia under the Competition and Consumer Act 2010 and other rights under other consumer laws applying in each Australian State and Territory; and/or to have the product repaired or replaced or to receive a refund of the price paid by you for the product.

Warranty Returns
For all warranty returns, please contact us at info@prideontheline.com and we will be able to advise you whether a refund, exchange, repair or replacement is available.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@prideontheline.com.au.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.