Refund policy

🔄 Returns & Exchanges

We want you to love your gear, but if something’s not right, here’s what you need to know….

We’ve aimed to match our approach to returns and exchanges with the requirements of Aussie laws. 

Click here to view ACCC Consumer Rights & Guarantees Guidelines.

1. Faulty or Incorrect products

• Under Australian Consumer Law, you’re entitled to a refund, repair, or replacement for major faults. 
• Normal wear and tear, damage caused by misuse, or failure to follow care instructions aren’t covered under this returns and exchanges policy.
• Returned items must comply with our Returned Items Condition.

How to return a faulty or incorrect product

• If your item arrives damaged, faulty, or isn’t what you ordered:
• Email us as soon as you see the issue info@nvrlost.com.au and include photos.

This helps us assess the fault and provide a quick solution.

• Once we receive your return item, it can take us up to 5 business days to process. 
• Once inspected, if it meets our Returned Items Conditions (other than for the relevant fault or issue), we process your refund or ship you a replacement. 
• Refunds can take between 3-10 days to show in your account, depending on your payment provider.

2. Exchanges

• We know selecting the right size can be tricky, so we offer free shipping for exchanges only (not for change-of-mind returns). 
• Exchanges are subject to stock availability.
• Send us the items in their original condition (see Returned Items Condition below) and we’ll exchange it for another size.

How to return a product for an exchange

• If your item arrives and you want to swap sizes:
• Email us within 7 days of receiving your order: info@nvrlost.com.au.
• You can return unworn, unused items that meet our Returned Items Condition within 7 days of receiving your order.
• Once we receive your return item, it can take us up to 5 business days to process. 
• If it meets our Returned Items Conditions, we process your exchange and send out your correctly sized item. 

3. Change of mind returns

• You cannot return items marked as LAST SALE items for change of mind.
• You can return unworn, unused items within 7 days of receiving your order.
• Items must be in original condition, with tags attached (see Returned Items Condition below).
• Return shipping costs are on you. 
• We will issue you with a store credit, less relevant shipping costs.

How to return a product for change of mind

• If your item arrives and you’ve changed your mind:
• Email us within 7 days of receiving your order: info@nvrlost.com.au.
• You can return unworn, unused items that meet our Returned Items Condition within 7 days of receiving your order.
• Once we receive your return item, it can take us up to 5 business days to process. 
• If it meets our Returned Items Conditions, we process your exchange and issue you with store credit. 

4. Returned Items Condition

Be careful when opening and trying on your purchases so you can return them in ‘as new’ condition you received them. We won’t accept returns that do not meet these requirements.

• Items must be returned:
• unworn, 
• undamaged,
• unused, 
• with all tags attached,
• the original packaging included.

 For example, items must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned. 

• Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.

You are not entitled to a free refund, repair, exchange or credit if:

• The items were used in an unreasonable way or damaged in a way that isn’t our fault.
• A defect was drawn to your attention before buying (such as items labeled as seconds with faults clearly marked).
• If you bought the item in person and you do not have proof of purchase. Please keep your receipt as Proof of Purchase.

For more information please visit: ACCC Repair, Replace, Refund - (external site)

Got questions? Reach out anytime!

Email us at info@nvrlost.com.au. We’re here to help you gear up, get out there, and hit the trails in style.