Returns & Exchange Policy
How do I lodge a return?
In order to successfully process returns, exchanges or store credits we require an accurately and legibly completed Online Returns Form. Without it, we may not be able to correctly identify your order, which may delay processing times.
Please send the completed form along with your item(s) to the return address below:
4/28 Lamrock Avenue
Bondi Beach NSW 2026
What are your requirements for processing returns, exchanges or store credits?
To be eligible for a refund, exchange or store credit, we require:
- • Item(s) to be unworn, in original packaging and in perfect condition.
- • Item(s) to be unwashed/unaltered with original tags still attached.
- • Lastly, we ask that the item(s) is returned and received within 30 days of the purchase date.
All items are thoroughly inspected before any action is taken. If the item(s) you’ve returned breaches any of the terms outlined in this policy, Unbroken reserves the right to send the item back to you in the condition it was received in.
Items returned with animal or human hair on them will not be accepted.
We cannot accept returns on underwear or socks for hygiene reasons.
What is your exchange policy?
Exchanges are only available to Australian shoppers and are subject to availability. We will happily make an exchange for new item(s) of the same or lesser value to the original item purchased.
If you’ve asked for an exchange for an item which is more expensive than the amount already paid, we will contact you upon receiving the return to process the additional payment.
Do I need to pay for return postage?
Yes. Unbroken does not cover the cost of return postage or insurance, nor can we be held liable for item(s) that are lost or damaged in the return process.
We recommend using a post service with a tracking number.
How long until my return is processed?
Once your item(s) has been received, we aim to process your return within 2–3 business days. Once it has been processed, we will send you an email confirmation.
Refunds: Please allow 3–7 business days for refunds to be processed.
Store Credits: Issued and emailed to you as soon as your return has been finalised.
Exchanges: Please allow 3–7 business days for exchanges to be finalised.
How long my refund take to be received into my account?
Please allow 3–7 business days for a refund to be received into your bank account.
Can I return items I purchased on sale?
Sale items can only be returned for a store credit to the value of the original purchase and will be available for use upon checkout in your online unbroken.com.au account once the return has been received and processed.
What do I do if my item(s) is faulty or incorrect?
We work hard to ensure that all of our products are of the highest standard. If you have a concern with a faulty or damaged product, please contact us with a description and photo of the problem. If we are able to, we will replace the item. If not, we can offer a full refund or store credit.
Please complete the required fields on our Online Returns Form, including a detailed description in the comments section and contact us prior to mailing it back so we can arrange postage. If the reason for the error is our fault, we are happy to cover the cost of both mailing the incorrect item back and also mailing the correct item back to you.
Can I get a refund on orders paid via Klarna or Afterpay?
If you have made an order online using Klarna or Afterpay and have purchased these items at full price, you are eligible for a full refund.
What is your return policy over the Christmas period?
In true Christmas spirit we are happy to extend our returns policy over the Christmas period. We offer 45 days for returns and exchanges from the 1st of December to the 24th of December.