EASY RETURNS & EXCHANGES

Returns & Exchanges Policy

At NAT’V, we keep it simple, fair, and 100% aligned with Australian Consumer Law (ACCC). If something’s wrong, we’ll fix it. If you’ve changed your mind, we’ve got a fair process for that too.

Why You Might Want to Return Something

We accept returns for these reasons (full-priced items only unless faulty):

  1. Faulty or damaged – it arrived broken, defective, or not as described.

  2. Not suited – it just didn’t suit your body, vibe, or expectations.

  3. Change of mind – you ordered it, slept on it, and changed your mind (we get it).

  4. Wrong size or colour – happens to the best of us.

What’s Not Returnable

For hygiene and fairness, we can’t accept returns or exchanges on:

  • Underwear briefs

  • Items marked as Final Sale

  • Items purchased during sales or promos (unless faulty)

Our Commitment to You

We follow Australian Consumer Law to the letter.
If your item is faulty, damaged, or doesn’t do what it’s meant to, you’re entitled to a refund, or replacement — whether it was full price or on sale.

If it’s simply a change of mind on a sale or final-sale item, we can’t take it back.

How to Return — Step-by-Step

We’ve made it as easy as changing your undies.

1. Start Your Return

Head to our [Returns Portal] and follow the prompts.
Select your reason — faulty, not suited, change of mind, or wrong size/colour.

2. Check You’re Eligible

Before sending anything back, make sure:

  • You’re lodging the request within 30 days of receiving your order

  • The item is unworn, unwashed, unused

  • The swing tag is still attached (outer packaging isn’t required)

  • You have proof of purchase

  • The item isn’t listed under “What’s Not Returnable”

3. Send It Back

Once your return is approved, we’ll send you clear instructions and a return label (depending on the shipping policy below ⬇️).

Return Shipping — Who Pays What

  • If you purchased Package Protection at checkout — we’ll cover your return shipping.

  • If you didn’t — return shipping is on you.

Refunds & Credits

Refund to Original Payment Method

  • If you purchased Package Protection, return shipping is on us.

  • If not, return shipping is on you.

Store Credit

  • If you purchased Package Protection, return shipping is on us.
  • If not, return shipping is on you.

Faulty Items — We’ll Make It Right

If your item arrives faulty or damaged, here’s how we fix it:

  1. Lodge your return via our [Returns Portal] within 30 days.

  2. Upload a few clear photos showing the issue.

  3. Choose your fix — replacement or refund.

We’ll handle it fast, at no cost to you, in full compliance with Australian Consumer Law.

Need a Hand?

We’ve got your back (and your bum).

Whether it’s a question, compliment, or cheeky complaint — we’re here for it.