Refund policy
Returns
If you believe your item is faulty, damaged, incorrect, or does not meet the consumer guarantees under the Australian Consumer Law, you may request a return by contacting us within 30 days of receiving your order.
To be eligible for a return where a return is approved, the item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging where reasonably possible. You will also need to provide your receipt or proof of purchase.
To request a return, please contact us at hello@raisedroughco.com.au. If your return is approved, we will provide you with instructions on how and where to send your item. Returns must be sent to the following address:
Raised Rough Co. PO Box 2152, North Ipswich QLD 4305
Unless the item is faulty, incorrect, or a return is otherwise required under the Australian Consumer Law, the cost of return postage is the responsibility of the customer. We recommend using a tracked shipping service, as Raised Rough Co. cannot accept responsibility for items lost in transit.
Returns sent without first contacting us and receiving return authorisation will not be accepted.
If you have any questions about our Returns Policy, please contact us at hello@raisedroughco.com.au.
Damages and Issues
Please inspect your order as soon as it is received. If your item is defective, damaged, or you have received the wrong item, please contact us within 7 days of delivery so we can assess the issue and work to resolve it promptly.
To help us process your claim, please include your order number, a description of the issue, and clear photos of the item, its packaging, and any damage.
If the issue is confirmed, we will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a repair, replacement, or refund.
The 7-day notification period is intended to help us investigate shipping damage and incorrect items promptly. It does not affect or limit your rights under the Australian Consumer Law.
Exceptions / Non-Returnable Items
As Raised Rough Co. does not offer returns or exchanges for change of mind, we generally do not accept returns for items that have been purchased in the wrong size, colour or style, or are no longer wanted.
For hygiene reasons, any items that have been worn, washed, altered, damaged after delivery, or are not returned in their original condition with all tags attached are not eligible for return.
Gift cards are non-refundable and cannot be exchanged for cash.
Sale and clearance items are final and are not eligible for return or exchange for change of mind.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If an item is faulty, damaged, not as described, or otherwise fails to meet the consumer guarantees, you may be entitled to a repair, replacement or refund.
Exchanges
At Raised Rough Co., we do not offer exchanges or returns for change of mind. Please choose carefully before placing your order, including checking our size guide and product descriptions to ensure you select the correct item.
We do not offer exchanges for:
- Incorrect size selection
- Change of mind
- Change of colour or style preference
- Duplicate purchases
- Items no longer wanted
If you receive an item that is faulty, damaged, incorrect, or does not meet the consumer guarantees under the Australian Consumer Law, please contact us within 7 days of receiving your order with your order number and clear photographs of the issue. We will assess your claim and, where required under the Australian Consumer Law, provide an appropriate remedy, which may include a repair, replacement, or refund.
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it, without providing a reason, subject to applicable consumer laws.
To be eligible for a return under this policy, the item must be unworn, unused, with all original tags attached, and returned in its original packaging. Proof of purchase will also be required.
Refunds
If your return is approved, we will notify you once we have received and inspected the item. If a refund is applicable under our Returns Policy or the Australian Consumer Law, it will be processed to your original payment method within 10 business days of approval.
Please note that your bank or credit card provider may take additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@raisedroughco.com.au.