Refund policy
Damage the Senses (www.damagethesenses.com / www.damagethesenses.com.au, collectively "we", "us", "our") has developed this Refunds and Returns Policy to ensure that you are fully aware of your rights and our obligations to you with respect to refunds, replacements, and returns.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1. YOUR ENTITLEMENT TO A RETURN
Change of Mind Returns
If you change your mind about your purchase or are not completely satisfied with the fit or style, we accept returns or exchanges within 30 days of receipt of the item. To be eligible for a Change of Mind return, products must meet the criteria outlined in the "Condition of Returned Products" section below.
Faulty, Damaged, or Incorrect Items
You are entitled to a refund, repair, or exchange in accordance with your statutory rights under the Australian Consumer Law if a product:
Is faulty, defective, or arrives damaged;
Is not fit for its intended purpose;
Does not match the sample or description advertised on our Website.
If you believe you have received a faulty or incorrect item, please inspect your order immediately upon reception and contact us through our Contact Us page so we can evaluate the issue and make it right.
To process any return, you must provide us with:
Your full name and shipping address;
Your original order number;
The reason for claiming the return or refund (including photos if the item is damaged or faulty).
2. NON-RETURNABLE PRODUCTS (CHANGE OF MIND)
For hygienic, custom, and operational reasons, the following items cannot be returned or exchanged for a change of mind:
Sale Items & Mystery Boxes: All items purchased on sale, clearance, or as part of a mystery box promotional event are final sale for change of mind. (Note: This does not exclude your rights under Australian Consumer Law if the item arrives faulty or damaged).
Custom / Customized Products: Items uniquely manufactured or personalized to your specifications.
Headwear & Undergarments: Caps, beanies, and hats cannot be returned due to health and hygiene regulations.
Used Products: Any item that shows clear signs of wear, usage, or alteration.
Gift Cards: Digital or physical gift vouchers hold no cash value and cannot be refunded.
3. HOW TO RETURN AN ITEM
Request the Return: To start a return, you must notify us through the Contact Us section of the Website within 30 days of receiving your products. Items sent back to us without first requesting a return will not be accepted.
Receive Authorization: Once your return request is reviewed and accepted, we will provide you with an authorized returns form. You must include a copy of this form inside your return package.
Pack and Post: Securely pack your items. The goods remain your legal responsibility until they successfully reach our facility, so please ensure they are packed securely to prevent transit damage. We strongly recommend using a trackable postal service with shipping insurance, as we are not responsible for returns lost in transit.
Returns Address:
DAMAGE THE SENSES
Parcel Collect 10278 18020, Shop 25c,
Pimpama,
Queensland, 4209
Australia
4. CONDITION OF RETURNED PRODUCTS
All products returned for change of mind or size exchange must be returned in brand-new, original condition:
Unworn, unwashed, and unsoiled;
Free of odors, smoke, or makeup stains;
Complete with all original tags, labels, and packaging intact.
We reserve the right to assess the physical condition of all returned products before authorizing a refund or exchange. If an item is returned to us in an unacceptable condition, the change of mind refund will be refused, and the product will be shipped back to you at your own expense.
5. RETURN DELIVERY CHARGES
Change of Mind / Size Exchanges: The cost of return shipping is entirely at the customer’s expense and is non-refundable. Original delivery charges are also non-refundable.
Faulty or Incorrect Items: If an item is confirmed to be faulty, damaged, or sent in error by Damage the Senses, we will provide a pre-paid return shipping label or reimburse you for reasonable return postage costs.
6. EXCHANGES, PROCESSING TIMES & REFUNDS
Exchanges
The fastest way to secure a alternative size or item is to return the original item for a refund, and once the return is accepted, make a separate purchase for the new item through our storefront.
Processing Timeframes
Please allow up to 30 days for an overall exchange process to complete. Generally, transit back to our warehouse can take up to 7 business days, processing and assessment takes a further 5 business days, and outbound exchange postage takes 5–10 business days.
Refunds
Once your return is inspected and approved, a refund will be issued back to the original payment method used during purchase. Please allow up to 10 business days for your banking institution or credit card provider to clear and reflect the funds in your account balance. If you have not received your approved refund within 21 days of our notification email, please contact us.
7. OUT OF STOCK PRODUCTS
We make every effort to maintain accurate inventory levels on our Website. In the rare event that a product you ordered is out of stock, we will notify you via email as soon as possible.
If your order was for that single product, the entire order will be cancelled, and you will receive an immediate full refund (including shipping fees).
If your order contains multiple items, the out-of-stock item will be removed and refunded, and the remainder of your order will be fulfilled and dispatched normally.