Refund policy
Refund Policy
Effective date: 11 October 2026
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. In particular:
- Faulty items do not need to be unworn or unused, and do not need tags or original packaging, to be covered.
- There is no fixed deadline for reporting a fault. Your rights last for a reasonable time, depending on the item, its price and how it was used. Please contact us as soon as you notice a problem.
- Sale items and custom branded items are covered for faults in the same way as full-price items.
Faulty, damaged or incorrect items
If an item is faulty, arrives damaged, or is not what you ordered, email shop@secgear.com.au with your order number, a description of the problem and a photo of the item. Proof of purchase (such as your order number or receipt) is all we need; it does not have to come from the email address used for the order.
- Major failure (for example, the item is unsafe, very different from its description, or has a problem that would have stopped you buying it): you can choose a refund or a replacement.
- Minor failure: we will repair or replace the item, or offer a refund, within a reasonable time.
For faulty, damaged or incorrect items we cover the reasonable cost of return postage and will send you a return shipping label.
Change of mind
We do not accept returns for change of mind or wrong selection (such as wrong colour or size). Please check sizing and product details before ordering, and contact us if you are unsure.
Custom branded items (made with your logo or artwork through embroidery, printing or heat pressing) are made to order and cannot be returned for change of mind. They are still covered by the consumer guarantees if they are faulty or do not match the approved order.
Gift cards cannot be returned or refunded for change of mind.
How to return an item
Returns must be arranged with us by email first at shop@secgear.com.au. Once your return is approved, send it by post or courier to:
Secgear (SNT Creative Pty Ltd)
17/77-79 Bourke Road, Alexandria NSW 2015
This address is a warehouse only and is not open to the public, so please do not drop off returns in person. Drop-offs and pickups are by appointment only, with no walk-ins.
Exchanges
If you need a different item, the fastest way is to place a new order. For faulty items we can send a replacement.
Refunds
We will let you know once we have received and inspected your return. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take a few extra days to process it. If more than 15 business days have passed since we approved your refund, please contact us.
Contact us
Email: shop@secgear.com.au
Phone: 0402 358 403 (9:30 am – 4:30 pm, Monday to Friday)
Secgear (SNT Creative Pty Ltd), ABN 44 623 721 844