Refund Policy

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 or replaces those statutory rights. The 30-day policy below is offered in addition to your rights under the Australian Consumer Law (ACL).

Faulty, damaged or incorrectly supplied items

If an item arrives damaged, is faulty, or is not what you ordered, contact us within a reasonable time of delivery (and within 30 days) at support@aorakisport.com with your order number and photos of the issue.

  • Major failure — you may choose a refund or a replacement, and you may also claim compensation for any reasonably foreseeable loss.
  • Minor failure — we will repair or replace the item, or refund it if a repair or replacement is not possible within a reasonable time.
  • Return postage is paid by us for faulty, damaged or incorrectly supplied items. We will send you a prepaid label or reimburse a tracked return.

30-day change-of-mind returns

If you change your mind, you may return an item within 30 days of delivery for a refund or exchange, provided:

  • the item is unused and has not been worn outdoors;
  • it is in its original packaging with tags attached and all accessories included;
  • you can provide proof of purchase (order number or receipt).

Change-of-mind returns are subject to inspection. Items that have been worn, washed, soiled, or returned without their original packaging may be refused or partially refunded, in line with ACL guidance on acceptable quality.

Who pays return postage

Reason for return Return postage
Faulty, damaged or wrong item supplied Paid by AORAKI
Change of mind (wrong size, colour, no longer wanted) Paid by the customer

For change-of-mind returns we do not charge a restocking fee. Original shipping charges are not refunded unless the item was faulty or incorrectly supplied.

How to start a return

  1. Email support@aorakisport.com with your order number and the reason for the return.
  2. We reply within one business day with a return address and instructions.
  3. Send the item back using a tracked service and keep the tracking number.
  4. We inspect the item on arrival and email you the outcome.

Please do not send returns to the manufacturer — all returns must come to our Victorian warehouse.

Processing times

  • Inspection: within 2 business days of the parcel arriving.
  • Refund issued: within 2 business days of approval.
  • Funds visible in your account: usually 3–5 business days after the refund is issued, depending on your bank or card issuer.
  • Exchanges: dispatched within 2 business days of approval, subject to stock availability.

Cancellations

You can cancel an order free of charge any time before it is dispatched — in practice within 48 hours of ordering. Email us with your order number. If the order has already left the warehouse, please use the returns process above.

What we cannot accept

  • Items worn outdoors, washed, or damaged through misuse or normal wear and tear.
  • Items returned more than 30 days after delivery, where the return is a change of mind.
  • For hygiene reasons, some personal care and sock products, unless faulty.

Contact

Questions about a return? Email support@aorakisport.com or use our contact page. We answer within one business day, Monday to Friday.

Last updated: 20 October 2026