Refund policy
RETURN & REFUND POLICY — FitCreature
This Refund Policy ("Policy") applies to all purchases from us, unless stated otherwise.
CUSTOMER SATISFACTION IS OUR PRIORITY
At FitCreature, customer satisfaction is our priority. We offer store credits, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to your rights under the Australian Consumer Law. Please read this Policy before making a purchase so that you understand your rights as well as what you can expect from us if you are not happy with your purchase.
AUSTRALIAN CONSUMER LAW
Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. For major failures with the product, you are entitled to a refund for the unused portion, or compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure does not amount to a major failure, you are entitled to have it rectified in a reasonable time. If this is not done, you are entitled to a refund and may obtain a credit for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods.
If there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail. Further information is available from the Australian Competition and Consumer Commission website.
LOVE FITCREATURE OR GET YOUR MONEY BACK
If you receive your package and are not satisfied, FitCreature will refund the full cost of the products, less postage. You must contact us within 48 hours of delivery and return the items within 7 days of the delivery date. Items must be returned in their original packaging and in unworn, resale-ready condition. If an item is returned in a condition unfit for resale, FitCreature reserves the right to refuse the exchange; in that case, the customer will be responsible for return shipping costs.
SALE ITEMS
Sale and discounted items cannot be returned or refunded.
PRODUCTS DAMAGED DURING DELIVERY
If a product arrives damaged, it must be returned in the condition it was received, together with any packaging and other items included. We will organise a repair or replacement, provided you contact us within 48 hours of receiving the product.
EXCEPTIONS
We cannot accept returns on gift cards, underwear, socks, or hats.
We may also refuse a repair, replacement, or refund if you misused the product in a way that caused the problem, or if you were made aware of the problem before purchasing.
SHIPPING COSTS FOR RETURNS
If a product fails to meet a Consumer Guarantee under the Australian Consumer Law, FitCreature will cover the cost of return shipping and any replacement shipping. If the item can be posted, you are responsible for organising the return — we will reimburse reasonable postage costs once eligibility is confirmed. If the item is too large or heavy to return yourself, we will arrange collection at our cost. If we organise return shipping and the item turns out to be ineligible, you will be required to cover those costs.
RESPONSE TIME
We aim to process all requests for repairs, replacements, or refunds within 31 days of receiving them. Refunds will be issued for the original purchase price less postage, unless otherwise determined at our discretion. Proof of purchase is required for all returns.
MISSING PARCELS
FitCreature will not be held responsible for missing parcels where the customer has authorised the courier to leave the parcel without a signature. If a package goes missing and you did not authorise unattended delivery, please contact us.
CONTACT US
If you wish to speak to us about this Policy or about any refund, repair, or replacement, please contact us at: