Returns & Refunds
Your rights under consumer law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you are entitled to choose a refund or a replacement, and to compensation for any other reasonably foreseeable loss or damage. If a product has a minor problem, we will repair, replace or refund it within a reasonable time. If you are shopping from outside Australia, you may have similar rights under the consumer law of your own country, and nothing in this policy limits those rights.
These guarantees apply to every product we sell — including items bought on sale or at a discount, final-sale items, and custom or made-to-order pieces. The returns process set out below is offered in addition to those rights.
Change-of-mind returns (30 days)
We know sizing and fit can be tricky, so we offer a 30-day change-of-mind window. You have 30 days from the day you receive your order to request a return. For international orders that arrive close to that deadline, contact us — we'll be reasonable about transit time.
To be eligible, your item must be:
- in the same condition you received it — unworn, unused and with all tags attached
- in its original packaging
- accompanied by proof of purchase (your order confirmation, receipt or bank statement)
To start a return, email us at yourfriends@rtla.com.au. If your return is approved, we'll reply with the return address and instructions. Our orders are fulfilled from our warehouse partner overseas, so approved change-of-mind returns are sent to an international returns address that we'll provide when we confirm your return. Please don't send returns to our Hong Kong registered office — it's a correspondence address only and can't receive or process returns. Please also wait for our confirmation before sending anything back — items returned without an approved request can't be accepted.
Change-of-mind returns are not available on:
- sale or discounted items
- final-sale items
- custom or made-to-order products
- gift cards
These exclusions apply to change-of-mind returns only. They do not affect your consumer law rights, and they do not limit the statutory right of withdrawal available to consumers in the European Union — see "Right of withdrawal — European Union customers" below. If any item — including a sale, final-sale or custom item — is faulty, not of acceptable quality, or not as described, you're still entitled to a remedy. See "Faulty, damaged or incorrect items" below.
Return shipping
For change-of-mind returns, you're responsible for the cost of return postage. Because returns are sent to an international address, we strongly recommend a tracked and insured service — we can't be responsible for items lost on their way back to us. If your item is faulty, not as described, or we've sent you the wrong item, you won't be out of pocket for return costs: see below.
Faulty, damaged or incorrect items
Please check your order as soon as it arrives. If anything is defective or damaged, or you've received the wrong item, contact us straight away at yourfriends@rtla.com.au with your order number, a photo of the item and a short description of the issue (and, if it's the wrong item, a photo of the barcode on the bag).
In most cases we can resolve a faulty, damaged or incorrect item from your photos alone, and for these items we generally won't ask you to post anything back to us — we'll arrange a replacement or refund straight away. If we do need an item returned, we'll cover the cost of return postage or arrange a prepaid label. Where a product has a major problem you can choose between a refund or a replacement; where the problem is minor, we may offer a repair, replacement or refund.
Exchanges
Need a different size or colour? Email us at yourfriends@rtla.com.au. Because items ship internationally, the fastest way to get the size or colour you want is usually to place a new order and return the original (once approved) for a refund, or to take store credit — we'll talk you through the best option.
Right of withdrawal — European Union customers
If you are a consumer resident in the European Union, you have the right to withdraw from your contract with us within 14 days without giving any reason.
When the period starts. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods. Where your order is delivered in more than one parcel, the period runs from the day you receive the last item.
How to withdraw. To exercise this right, inform us of your decision by a clear statement — email yourfriends@rtla.com.au, or use the model withdrawal form below. Use of the form is optional. To meet the deadline, it is sufficient that you send your communication before the withdrawal period expires.
What we refund. If you withdraw, we will reimburse all payments received from you, including the cost of standard delivery. Where you chose a delivery option more expensive than our least expensive standard delivery, we will refund the standard delivery amount only.
When we refund. We will make the reimbursement without undue delay, and no later than 14 days from the day we are informed of your decision to withdraw. We will use the same means of payment you used for the original transaction unless you expressly agree otherwise, and you will not incur any fee as a result. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.
Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you communicate your withdrawal. The deadline is met if you send the goods before that period expires. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Which items this applies to. This right applies to all items, including items purchased on sale or at a discount. It does not apply to goods made to your specifications or clearly personalised, or to gift cards. Where the change-of-mind exclusions listed above conflict with this section, this section prevails for consumers in the European Union.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: RTLA Apparel Limited, Unit B, 11/F, 23 Thomson Road, Wan Chai, Hong Kong SAR China — yourfriends@rtla.com.au
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
Duties & taxes
Your order is shipped on a Delivered Duty Paid (DDP) basis, which means any import duties and taxes are either shown at checkout or already included in the price you pay, and we pay them on your behalf. In other words, the price you pay is the price you pay — you shouldn't face any unexpected customs charges when your parcel arrives. If a destination ever can't be shipped DDP, we'll make that clear before you pay.
Because we cover duties and taxes on a DDP basis, you normally won't have paid these separately, so there's usually nothing to reclaim on a return. If you're ever charged import duties or taxes in error, contact us and we'll help sort it out.
Refunds
Once we've received and inspected your return (or, for faulty items resolved from photos, once we've confirmed your remedy), we'll email you to confirm whether your refund has been approved. If approved, we'll process it to your original payment method within 10 business days, and within 14 days where the EU right of withdrawal applies. Your bank or card provider may take a little longer to post the refund to your account.
If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us at yourfriends@rtla.com.au.
