Refund policy

Our Shipping and Return Policy sets out how we deliver and allow the return of Products. The Shipping and Return Policy is part of our Terms of Use and as such is a binding legal agreement. All amounts are in Australian Dollars.

1   Returns for change of mind

(1.1) We are happy for you to return products for a change of mind in exchange for a refund or a different product under the following conditions:
(i) the product must be returned in its original packaging within 30 days of the delivery date;
(ii) the product must be in saleable condition as determined by us in our discretion. Factors which we take into consideration include (without limitation) that the item must be in new condition, unwashed, undamaged, the labels and packaging are intact and attached and the item is unopened, unused and as sold.
(iii) proof of purchase is provided in a form acceptable to us;
(iv) the product must have been purchased from our site
(1.2) Notwithstanding the above, we do not allow returns or exchanges for change of mind in the following instances:
(i) any final sale items;
(ii) any special order products or services; or
(iii) any product or service which is expressly stated to be not returnable for change of mind in the product description or elsewhere on our site.

2   Returns of faulty or defective products

(2.1) We will facilitate returns of faulty or defective products in exchange for replacement products (or, where we are required by law, a refund) subject to the following conditions:
(i) the product must be returned within 7 days of purchase;
(ii) proof of purchase is provided in a form acceptable to us;
(iii) the product must be genuinely faulty or defective due to a manufacturer’s default; and
(iv) the product must not be damaged due to misuse, abuse or use other than as intended (including without limitation any damage caused due to a failure to store the product in accordance with instructions).

3   How do I return an order

(3.1) If you wish to return a product, please visit double.loopreturns.com or email our customer support team at welcome@double.online and discuss the issue with our customer assistance representatives. We will tell you whether the return is approved and if so, provide you with a return label and any other information which may be needed. You may also wish to use our self-service return process to get a prepaid label for items which are eligible for a return.

4  What happens if a product does not qualify for a return?

(4.1) No credit or refund will be provided where a product does not qualify for a return. We may, at our discretion, return an ineligible product to you at your cost.

5  What happens if I receive a wrong order or wrong quantity?

(5.1) Please contact us at welcome@double.online no later than 7 days from when you receive a wrong order or wrong quantity, with a detailed description of the problem/damage, as well as your name, contact number or email and order number. We will then determine how best to resolve your problem.

6  What happens if I don't accept delivery of the order?

(6.1) If for any reason (not due to our fault) you do not accept delivery of your order then we may charge you an additional fee to cover reasonable additional direct costs incurred by us as a result (including additional insurance, storage, delivery or similar charges).

7   Contact us

(7.1) If you wish to contact us in relation to a return, please email us via welcome@double.online.