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Refund policy

RETURNS

This returns policy does not waive your rights entitled to under Australian Consumer Law.  A summary of your rights can be found here

If you change your mind on a product you have purchased, you have 90 days to return it for a refund, subject to the following terms.

To be eligible for a return, your item must be unused, in a saleable condition and in its original packaging with all labels still attached.

The following exclusions apply  to our 90 day refund policy detailed below (unless faulty or not as described)
Additional non-returnable items:

  • Gift cards
  • Products returned in an unsatisfactory condition
  • Products that have been opened or unsealed
  • Products received over 90 days ago
  • For hygiene reasons, any intimate garments such as underwear or short liners can only be returned if the items are unworn (and any protective packaging remains)

Please note, we reserve the right to refuse a return if we believe it was not purchased for personal use.

Refunded items will be checked by our customer service team to ensure they meet the criteria outlined within this Returns and Refund policy.  Note.  If you return an Item which are outside our returns policy, we will not be able to process a full refund.  One of our Customer Service team will contact you in these circumstances.

To complete your return, please follow the instructions listed below.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

  • Regular or express shipping costs will not be refunded.
  • If your item was shipping free of change; we will deduct the regular shipping cost from the refund amount.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Warranty
For returns of faulty, incorrectly supplied or damaged items, return shipping fees will be covered by 32 Spokes.  Please contact us at [email protected] with photographs of the issue before returning any goods.  32 Spokes will evaluate the claim and provide a return postage label when as applicable.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Damaged, Incorrect & Incomplete
If you have received an item that is damaged, not what you ordered, or is missing parts please contact us with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs.

Late or missing refunds (if applicable)
If you haven’t received a refund within 5 days of notification that we have refunded your purchase:

  • first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Merchandise 

Incorrectly Fulfilled or Damaged items
OGO will replace or reprint an item if it has been delivered with defects or incorrectly (wrong design, style/colour/sizes). On receipt of a photo of the item received, OGO will reprint and send out a replacement at no charge. Your customers don’t even need to send back the incorrect goods, and they get to keep it.

Change of Mind
Due to the custom nature of each item we print, we aren’t able to offer exchanges or refunds due to change of mind. ‘Change of Mind’ includes but not limited to

 - Customer prefers another sizing
 - Customer ordered the wrong colour or design

Pre Ordered items

When a customer purchases an item we have listed as a pre-order on our website, the customer is eligible for a full refund of all payments made to secure the order at the time it was placed.  

On fulfilment of the order the standard refund policy will apply.

Exchanges
Unfortunately, we are not able to offer exchanges for any product purchased. If you require the same item in a different size or colour you will need to return the original item and order the correct item via our website.

Shipping
To return your product, you should mail your product to:

Returns Department (Your Order Number)
32Spokes
P.O. Box 7
Bentleigh VIC 3204, Australia

You will be responsible for paying for your own shipping costs for returning your item or agree to have us send you a shipping label for a fee. Shipping costs are non-refundable. If you receive a refund, the standard cost of the applicable standard or express shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

When returning a product, you can easily reuse the packaging that your item was delivered in. If it was delivered in a satchel, it’s as easy as turning it inside out. If it’s a carton or box, just repack your item and place an address label over the existing one. 

How to make a return

  • Login to your 32Spokes account using your email address
  • Find the order you want to return items from and click on the 'Request Return' button.
  • Advise us of the issue and provide photographs if required.
  • A customer service representative will review your request and advise of the next steps.
  • Once our representative advises your request is successful, print the email and return the item(s) to:

Returns Department (Your Order Number)
32 Spokes
P.O. Box 7
Bentleigh, 3204, Victoria