Refund policy

Overview

We want you to be happy with your purchase from The Australian Lobby Group (ALG) Shop.

If you need to return an item, the following conditions apply:

You have 30 days from the date of delivery to request a return or refund.
Items must be returned unused, unworn, unwashed and in their original condition.
All original product tags and packaging must be included where applicable.
Proof of purchase or your order number may be required.
Return postage costs are the responsibility of the customer unless the item is faulty, damaged or otherwise covered by your rights under Australian Consumer Law.
Original shipping fees are non-refundable for change-of-mind returns.

To request a return, please contact us at shop@auslobby.com.au with your order number and details of the item you would like to return.

Conditions of Return

Full-Priced Items

Full-priced items purchased through The Australian Lobby Group Shop may be returned within 30 days of delivery for a refund or exchange, excluding original postage costs, provided that:

The item is unworn, unused and unwashed.
The item is free from damage, marks, stains, animal hair and strong odours.
All original tags remain attached.
The item is returned in its original condition and packaging where applicable.
Proof of purchase can be provided.

Items that do not meet these conditions may not be accepted for a change-of-mind return.

Sale & Promotional Items

Items purchased on sale, as part of a promotion or using a discount code may be returned within 30 days for an exchange or store credit, provided they meet all other conditions of return.

Unless otherwise stated at the time of purchase, sale and promotional items are not eligible for a change-of-mind cash refund.

This does not affect your rights in relation to faulty or defective products under Australian Consumer Law.

Clearance & Final Sale Items

Items marked Clearance, Final Sale, or discounted by 50% or more cannot be returned or exchanged for change-of-mind reasons.

This does not exclude any rights you may have under Australian Consumer Law where an item is faulty, damaged, incorrectly described or otherwise fails to meet a consumer guarantee.

Returns Process & Costs

To initiate a return or exchange, email shop@auslobby.com.au within 30 days of receiving your order.

Please include:

Your full name
Your order number
The item or items you wish to return
Whether you are requesting a refund, exchange or store credit
Your reason for the return
Photos of the product if it is faulty, damaged or incorrect

Once your return request has been reviewed, we will provide you with return instructions.

Please do not send products back before receiving return instructions from us.

For change-of-mind returns:

Return postage is the customer’s responsibility.
We recommend using a tracked postage service.
The Australian Lobby Group is not responsible for returned parcels lost or damaged in transit.
Original shipping charges are non-refundable.
If an exchanged item needs to be shipped to you, additional postage charges may apply.

All returned products will be inspected before a refund, exchange or store credit is approved.

If an item does not meet the conditions outlined in this policy, we reserve the right to decline a change-of-mind return.

Exchanges

Where stock is available, eligible products may be exchanged for another size or product.

If the requested replacement is unavailable, we may offer an alternative product, store credit or refund where applicable under this policy.

Customers are responsible for return postage and any additional postage required to send an exchanged item, except where the original item is faulty, damaged or incorrect.

Hats

Full-priced hats may be returned within 30 days of delivery for a refund or exchange provided that:

The hat has not been worn or used.
The brim, lining, embroidery and other components are undamaged.
All original tags remain attached.
Any original packaging or accessories supplied with the hat are returned in their original condition.
The hat has not been crushed, altered or otherwise damaged after delivery.

Minor variations in colour, stitching, positioning or shape may occur between individual products and product photography and are not necessarily considered faults.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from what you ordered, please contact us at shop@auslobby.com.au as soon as reasonably possible after receiving your order.

Please provide:

Your order number
A description of the issue
Clear photographs showing the item and the fault, damage or incorrect product

We may request additional information or photographs to assess the issue.

Where a product is confirmed as faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, we will provide an appropriate remedy. Depending on the circumstances, this may include a repair, replacement or refund.

Where we require a faulty or incorrectly supplied product to be returned, we will cover reasonable return postage costs.

Timeframes

From the date your return is approved or initiated, the returned item must be received by us within 15 business days.
Returns are generally assessed within 3 business days of being received.
During sales, promotions or other high-volume periods, assessment may take up to 5 business days.
Once a refund has been processed, please allow approximately 3–5 business days for the funds to appear in your account, depending on your bank or payment provider.
Where applicable, refunds will be issued to the original payment method used to place the order.
Processing times by banks and payment providers are outside our control.

Refunds

Once your return has been received and inspected, we will advise you whether your refund has been approved.

Approved refunds will be processed to the original payment method wherever possible.

For eligible change-of-mind returns, original shipping fees and return postage costs are not refundable.

If a refund to the original payment method is not reasonably possible, please contact us so we can discuss the available options.

Australian Consumer Law

Nothing in this Returns, Exchanges & Refunds Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind conditions in this policy operate in addition to, and do not replace, your statutory consumer rights.

Contact Us

For all returns, exchanges, refunds or questions about your order, please contact:

The Australian Lobby Group Shop
Email: shop@auslobby.com.au

Please include your order number in your email so we can assist you as quickly as possible.