Refund policy

Return and Refund Policy (UQ Shop)

1) Your rights under Australian Consumer Law (ACL)

UQ Shop complies with Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2) Change of mind returns

We do not offer refunds for change of mind returns. We may offer an exchange or store credit within 60 days of purchase, provided:

  • the item is unused/unworn, in original condition and packaging, with tags attached; and
  • proof of purchase is provided.

Change of mind returns are not accepted for: sale items, clearance items, personalised items, jewellery, or gift cards.

3) Faulty, damaged, or incorrect items

If your item is faulty, arrives damaged, or we sent the wrong item, please contact hello@uqshop.com.au within 14 days of delivery and include:

  • your order number
  • a description of the issue
  • photos (where relevant)

We will arrange a replacement, repair, or refund in line with ACL. Where the issue is confirmed, we will cover return postage or provide a prepaid return label.

4) Exchanges

Exchanges are available within 60 days (subject to the change of mind conditions above). Exchanges are not available for gift cards/vouchers. If proof of purchase is not provided, any exchange is at our discretion and limited to the item’s current selling price.

5) Refunds

Once your return is received and inspected (or once a fault is confirmed), we’ll notify you of the outcome. Approved refunds are processed to the original payment method within 3–5 business days. Your bank may take additional time to finalise the transaction.

6) Gifts

If the item was purchased as a gift and shipped directly to you, please contact hello@uqshop.com.au and we will advise the available options for exchange, store credit, or refund (as applicable).

7) How to lodge a return

Please email hello@uqshop.com.au with your order number and reason for return/exchange. If your request falls within this policy, we’ll provide a return/exchange form and instructions on how to lodge your return.