Refund policy

Poulthrain – Refund & Returns Policy

At Poulthrain, we stand behind the quality of our premium minimalist apparel. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

 

1. Consumer Guarantees & Product Standards

In accordance with the ACL, every product we dispatch must meet our strict standards of acceptable quality:

  • Fit for Purpose: The apparel must be suitable for the functions normally expected of premium menswear.

  • Acceptable Appearance: Products must be free from defects, finishes must be pristine, and garments must be safe and durable.

  • Match the Description: The item you receive must precisely match the descriptions, measurements, and images provided on poulthrain.store.

2. Major vs. Minor Failures

If a product fails to meet a consumer guarantee, your remedy depends on whether the failure is major or minor.

  • Major Failures: A major failure occurs when a garment is significantly damaged, structurally faulty, unsafe, or completely different from the description (e.g., a severe fabric tear upon arrival or receiving the incorrect size/colour entirely).

    • Your Rights: For a major failure, you have the right to choose between a full refund to your original payment method or a complete product replacement.

  • Minor Failures: A minor failure is a small defect that can be easily rectified in a short period (e.g., a loose button or a single unraveled thread).

    • Our Action: For a minor failure, Poulthrain will assess the item and reserves the right to offer a free repair. If a repair is not practical or cannot be done within a reasonable timeframe, we will provide a replacement or a full refund.

3. Change of Mind Policy

Please choose your items carefully. Under the Australian Consumer Law, online retail stores are not legally required to provide a refund or replacement if you simply change your mind, buy the wrong size, or decide you no longer like the colour.

However, to ensure absolute trust and an effortless shopping experience for our Australian gents, Poulthrain offers a voluntary 30-day exchange window for change of mind, subject to the following strict conditions:

  • The item must be returned within 30 days from the date of delivery.

  • The garment must be unworn, unwashed, unaltered, and in its original premium condition.

  • All original swing tags, labels, and minimalist packaging must be fully intact.

  • Please note: Customers are responsible for the return shipping costs associated with change-of-mind exchanges. Original shipping fees are non-refundable.

4. How to Initiate a Return

To report a faulty item or request an exchange, please follow our streamlined process:

  1. Contact our dedicated customer concierge team directly via support@poulthrain.store.

  2. Provide your full name, order number, a brief description of the issue, and clear photographs highlighting the fault or area of concern.

  3. Our team will assess your claim within 2 business days and provide a pre-paid shipping label (in the case of a verified ACL fault) along with detailed return instructions.

5. Processing Timeframes

Once your return parcel is received and inspected at our central fulfilment hub, we will notify you of the approval or rejection of your remedy via email. Approved refunds will be processed automatically back to your original method of payment within 3 to 5 business days.