Refund policy
Last updated: May 2026
1. Overview
At Outfit First, we want you to feel confident when shopping with us.
This Return and Refund Policy explains the terms and process for returns, exchanges and refunds for purchases made through our website:
By placing an order with Outfit First, you agree to the terms outlined below.
2. 30-Day Return Window
You have 30 days after receiving your order to request a return.
To be eligible for a return, your item must:
- Be unused, unworn and unwashed.
- Be in its original condition.
- Include all original tags and packaging.
- Be accompanied by proof of purchase, such as an order confirmation or invoice.
Returns that do not meet these conditions may be refused or may only qualify for a partial refund.
3. How to Start a Return or Refund Request
To start a return, exchange or refund request, contact us within 30 days of receiving your order at:
hello@outfitfirst.com
Please include:
- Your order number.
- The item or items you want to return or exchange.
- The reason for your request.
- Clear photos, if the item is damaged, defective or incorrect.
Our team will review your request and send return instructions if your return is approved.
Please do not send any items back before receiving return approval from us.
4. Return Shipping Costs
If the return is due to an error on our side, such as a wrong, damaged or defective item, we will provide return assistance or cover the return shipping where applicable.
For change of mind, incorrect size selection, preference-based returns or similar reasons, the customer is responsible for return shipping costs.
Original shipping costs, if any, are non-refundable unless required by law or unless the issue was caused by Outfit First.
5. Return Shipping Instructions
Once your return is approved, the item must be shipped back within 7 business days.
Returned items must be packaged securely to avoid damage during transit.
We strongly recommend using a tracked shipping service and keeping your tracking number until your return has been processed.
Approved returns must be sent to:
Outfit First
2/7 Brooklands Cct
Goulburn NSW 2580
Australia
6. Exchanges
If you would like to exchange an item for a different size, colour or product, please contact us first at:
hello@outfitfirst.com
We will confirm whether the requested item is available before approving the exchange.
For exchanges due to change of mind, incorrect size selection or personal preference, return shipping is the customer’s responsibility.
Once we receive and inspect the original item, we may issue store credit equivalent to the eligible product value. You can use this store credit to place a new order.
If the requested item is out of stock, you may use the store credit toward another product.
7. Exchange Processing Time
After we receive and inspect your returned item, approved exchanges or store credits are usually processed within 5 business days.
Delivery time for the new order will depend on your location and will follow our Shipping and Delivery Policy.
8. Refund Eligibility and Process
Refunds are issued only after the returned item has been received and inspected.
To qualify for a refund, the item must meet the return conditions listed in this policy.
Refund timeline:
- Inspection: 1 to 2 business days after we receive the returned item.
- Approval: Confirmation will be sent by email.
- Refund issue: Within 5 business days after approval.
- Bank processing: Usually 2 to 7 business days, depending on your payment provider.
If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at:
hello@outfitfirst.com
9. Partial Refunds or Return Refusals
Items returned used, worn, washed, damaged, without tags, without original packaging or not in original condition may not be eligible for a full refund.
In these cases, we may:
- Issue a partial refund.
- Return the item to you without refund.
- Refuse the return.
The final decision will be based on the condition of the item when inspected.
10. Sale and Promotional Items
Items purchased during sales or promotional periods may be eligible for return, exchange or refund under the same conditions as regular-priced items, unless clearly stated otherwise at the time of purchase.
Returned items must still meet all conditions listed in this policy.
11. Non-Returnable and Non-Refundable Items
We do not accept returns or provide refunds for:
- Gift cards.
- Items not returned in their original condition.
- Items that have been worn, washed, used or damaged after delivery.
- Items with missing tags, packaging or parts not due to our error.
- Items returned without approval.
12. Refund Method
All approved refunds are processed back to the original payment method used at checkout.
We do not issue refunds to alternative accounts, different cards, prepaid cards or in cash.
13. International Returns and Refunds
International customers follow the same return and refund process.
For damaged, defective or incorrectly sent items, please contact us with photos so we can review and assist.
For change of mind, incorrect size selection or personal preference, international customers are responsible for return shipping costs.
International customers should mark packages as Returned Merchandise where applicable to help reduce the risk of additional customs fees.
Customs duties, import taxes, VAT or local fees charged by your country are not refundable by Outfit First, as these charges are collected by local authorities.
14. Lost or Damaged Orders
If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery.
If your package appears to be lost in transit, please contact us as soon as possible so we can investigate with the carrier.
Once the issue is reviewed, we may offer a replacement, refund or another suitable resolution depending on the situation and product availability.
15. Consumer Rights
Nothing in this policy limits any rights you may have under applicable consumer laws.
For Australian customers, this includes rights under the Australian Consumer Law where applicable.
16. Contact Information
For questions about returns, exchanges or refunds, please contact Outfit First:
Email: hello@outfitfirst.com
Phone: +61 452 339 661
Address: 2/7 Brooklands Cct, Goulburn NSW 2580, Australia
Business Hours: Monday to Friday, 9am to 5pm AEST