EASY RETURNS & EXCHANGES

Returns & Exchanges Policy

At NAT'V, we’re all about keeping things fair, transparent, and in line with Australian Consumer Law (ACCC). Below is the nitty-gritty on how we handle returns, exchanges, sales, and promotions.

Our Commitment to You

We follow the ACCC guidelines, meaning if your item is faulty, damaged, or doesn’t do what it’s supposed to—whether it was full-price or on sale—you’re entitled to a refund, repair, or replacement.

However, we’re not required to provide returns or exchanges for change-of-mind purchases on sale items, and we keep it honest about that upfront.

Sales & Promotions

The Deal with Discounts

We love a good bargain too—but:

  • Sale items are already reduced, so extra discounts or rewards can’t be stacked on top.

  • Keep an eye out—there are still plenty of hot deals around!

Sale Period T&Cs

  • Offers not valid with other discounts or rewards

  • Discounts do not apply to items already on sale

  • May exclude bundles and gift vouchers

  • No free exchanges on sale items

  • All sale items are final: no returns or exchanges unless faulty

Returns & Exchanges — How It Works

General Policy

Our Returns Policy applies to all website purchases. By shopping with us, you're agreeing to these terms.

To initiate a return for a faulty product, simply head to our Returns Portal.

Excluded Items

For hygiene reasons, we cannot accept returns or exchanges (unless faulty) on:

  • Underwear briefs

  • Items marked as ‘Final Sale’

  • Items purchased during sales or promos

Change of Mind Returns (Full-Priced Items Only)

We get it—sometimes things don’t vibe once they arrive. If you change your mind on a full-priced item, you may be eligible for:

  • Store credit, or

  • A refund

Eligibility checklist:

  • Request made within 30 days via our Returns Portal

  • Proof of purchase provided

  • Item is unworn, unwashed, unused, with original tags and packaging intact

  • Item is not listed in our excluded items list above

Not eligible for change-of-mind returns:

  • Sale items

  • Underwear

  • Anything marked final sale

If your return doesn’t meet these criteria, we’ll have to send it back to you (shipping at your cost).

Faulty Items

If you’ve received something faulty, we’re here to make it right.

Steps:

  1. Report the issue via our Returns Portal within 30 days

  2. Upload details + clear photos of the fault

Resolution:

  • We’ll replace the item free of charge, or

  • If preferred, refund to your original payment method
    (in compliance with Australian Consumer Law)

Exchanges & Refunds: What You Can Expect

Return Shipping

  • Free return shipping if you purchased Package Protection at checkout

  • Otherwise, return shipping is on you

Options

Option Cost to You Notes
1. Refund to Original Payment Method Return shipping + $5.95 handling fee Standard refund
2. Store Credit Free return shipping + No handling fee Our treat if you choose store credit

Promotions & Gift-With-Purchase

  • Items bought with a promo or gift follow standard return policies

  • Gifts must be returned if the original item is

  • Postage costs for returning promotional items or gifts are on you

Need Help?

We’ve got your back.

We’re always here to help—questions, compliments, or cheeky complaints.

PREFER EMAIL?

We get it - here’s the best address hello@natvbasics.com.