We want you to love your purchase, but if you have received a damaged or faulty item from us you can return most unused items, whether purchased online or instore from Never Fail Clothing, as long as you have your receipt or proof of purchase, and original tags. You can also return items to us at the gym store or via post (postage fees apply).
Our policy do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
Change of mind items
Please choose carefully when purchasing merchandise as change of mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model etc) may be provided.
Returns and exchanges will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:
- Custom made, monogrammed, personalised, and altered products
- Hosiery, socks or undergarments
- Items that have a tag that accompanies the product that states no change of mind
- Gift Cards or vouchers
- Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided
Sales to individuals who Never Fail Clothing believes to be resellers or bulk purchasers are final sales.
If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind exchange.
We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, Never Fail Clothing may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.
Proof of purchase
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:
- Original register receipt tax invoice (electronic or photograph will be accepted)
- Online Tax Invoice (order confirmations will not be accepted)
- Packing slip included in all online purchases and click & collect
- Original return/exchange receipt/gift receipt
Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.
If you are making a gift purchase we are happy to provide a gift receipt, just let our Team Member know you require one. Any returns made using a gift receipt will be refunded on a Never Fail Clothing Credit Voucher based on the original purchase value.
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Never Fail Clothing. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek an exchange.
Please be aware that data (including, but not limited to, images and video) may be required for proof of damages when dealing with an interstate, overseas, or long distance exchange discussion. This will need to be accompanied with an explanation of what happened, where the damage is, what was happening at the time damage was caused etc as proof for assessment to determine exchange.
Where an item is damaged through misuse, neglect or abnormal use, Never Fail Clothing will not provide an exchange.
Never Fail Clothing will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Gift or bonus with purchase offers and bundled items
Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available exchange will be reduced by the value of the gift or bonus (in full or in part)
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available exchange total.
Bonus gift card with purchase
Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must also be returned with the merchandise to qualify for a full exchange.
Never Fail Clothing is committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport.
Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Never Fail Clothing research and analysis. It may be disclosed to state and territory departments upon request, as required by law.