Returns and exchanges must be in new, unworn condition with tags, in the state you received them, and made within 30 days from when you received your item(s).
The return cost will be at the customer’s expense, and we suggest sending it via a trackable method as no responsibility is taken for undelivered returns.
We reserve the right to refuse worn or damaged merchandise.
All embroidered items are final and cannot be returned for a refund or exchange.
Request a Return/Exchange
To request a return/exchange (excluding sale and embroidered items), simply email us
Please have your order number and email/phone number ready.
If you are returning more than one of the same item, please ensure you select each item individually.
Upon completion, you will be sent a confirmation email with a summary of the items selected for exchange/return. Please ensure you check that all items have been included.
Our fulfillment team will review and approve/reject your request. Once approved, changes cannot be made to your request—you will receive an email with details on where to send your item. If you have selected to drop your items off at Australia Post, there will be a payment option in your confirmation email for you to complete. Once completed, please print and attach your label to your item.
Please note: Sometimes our emails may end up in your junk/spam folder. Please check it before contacting us.
Please ensure you include your packing slip with your item(s).
Once your request has been processed, you will receive an email notification. Please note, it can take up to 3-7 business days to process returns once received in our warehouse.
Any items that do not meet these criteria will not be valid for return. Any items returned to MEDTHREADS without approval will be sent back at the customer’s expense.
Return Policy
At MEDTHREADS, we understand your purchase may not be suitable, and you may wish to return/exchange it. Subject to the conditions and exceptions below, if you change your mind about a purchase, MEDTHREADS agrees as follows:
- If within 30 days from the date of delivery, you can change your mind about your purchase.
- Your return must be sent back to us within 14 days of receiving your order. Please email us a copy of your tracking number at contact@medthreads.com.au.
- If you return your item between 15-30 days, you’ll receive store credit or an exchange instead.
Note: Exchanged items are only eligible for store credit, not refunds. If a full-priced item is returned for an exchange and then returned again, this will only be eligible for store credit or another exchange. Similarly, if a full-priced item is returned and store credit is requested, a later request for a refund will not be permitted.
- Postage is at the customer’s expense, and we suggest sending it via a trackable method as no responsibility is taken for undelivered returns.
Excluded Change of Mind Items
Goods purchased as/labelled FINAL SALE or discounted at 40% or more will not be eligible for refunds/exchanges for change of mind—please choose carefully.
Promotional and Discount Codes
Promotional and discount codes are valid on full-price merchandise only. The discount does not apply to personalization, gift cards, sale items, or items already discounted.
Promotional and discount codes cannot be used in conjunction with other promotional and discount codes.
Afterpay Exchange/Return Policy
Exchange: Your return will be processed as normal, and your Afterpay instalments will remain the same.
Refund: The refunded amount depends on the current status of your Afterpay payments.
- The total amount of the instalments you have paid will be refunded.
- Any instalments you have not yet paid will be cancelled.
Conditions
Goods can be returned subject to the following conditions:
- Goods must be returned in their original condition (unworn, unused, unwashed, with original tags attached) and include all original packaging.
- All returns must be accompanied by your invoice as proof of purchase.
Please Note
- Goods must be packed securely with all tags attached in a postage bag together with your original tax invoice.
- Goods returned for change of mind must be in their original condition and packaging.
- Once your return has been processed, you will receive an email notification. It can take up to five business days to process returns once received.
- MEDTHREADS does not accept liability for goods lost or damaged in transit. It is recommended that customers purchase a Registered Post sticker from Australia Post for tracking purposes.
- All returns remain the responsibility of the purchaser until received by MEDTHREADS.
Incorrect or Faulty Items
We will do our very best to ensure that every item dispatched is correct and of the highest quality. However, if you receive an incorrect or faulty item, please email us at contact@medthreads.com.au as soon as possible so we can authorise your return.
We will send out your correct item as soon as we receive the incorrect item.
To complete your request, simply email us and select Incorrect/Faulty Item.
Please provide photos and descriptions of the product. Once completed, our team will review and approve your request.
Please ensure all items are returned unworn, with all tags attached.
We reserve the right to refuse to replace or refund if:
- The item has no discernible fault.
- You misused the product, leading to the fault.
- You were unclear about the fault or what you wanted.
- The item was declared faulty at the point of sale, and you were aware of this, and/or there was a reasonable markdown in price due to an obvious flaw.
MEDTHREADS will assess the goods to determine whether they meet the above conditions for return/exchange. MEDTHREADS reserves the right to decline a return request if the goods being returned do not meet these conditions.