Refund policy

Returns & Refunds

Last updated: 7 October 2026. This policy applies to orders placed on or after this date. Orders placed before this date are covered by the policy that applied when the order was placed.

In short

• All sales are final for change of mind. We don't offer refunds, returns, exchanges, size swaps or store credit if you change your mind — including if the size you ordered doesn't fit or suit you.
• Faulty, not as described, or the wrong item? You're covered. We'll refund or replace it as set out in section 2.
• Your legal rights always apply. Nothing in this policy excludes, restricts or modifies any right you have under the Australian Consumer Law or any other consumer law that applies to you and cannot lawfully be excluded.

1. No change-of-mind refunds, returns or exchanges

We ship every order from our fulfilment centre in Asia to customers around the world, so we don't offer change-of-mind returns. Please choose carefully before you order.

"Change of mind" means any reason other than the item being faulty, not as described, or not the item you ordered (see section 2). It includes, for example:

• the size or fit you ordered isn't what you wanted, or you'd prefer a different size
• you no longer want the item, ordered it by mistake, or ordered it twice
• you'd prefer a different design, colour or style
• small differences between the colour of the item and how it appears on your screen
• the item was a gift and the recipient doesn't want it or it doesn't fit them
• you've seen the item at a different price, or the price or a promotion changed after you ordered
• the design you received in a Mystery Tee or other random-design product (the design is chosen by us; the size is the one you select)

This applies to every product, whether bought at full price, on sale, with a discount, as part of a bundle or offer, as a Mystery Tee, or received as a free gift. The only exceptions are the rights in section 2 and section 5.

Before you order, please check the size guide and measurements on each product page. If you're unsure, email us at yourfriends@rtla.com.au before you place your order and we'll help you choose.

2. Faulty, not as described, or incorrect items

Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If you're outside Australia, you may have similar rights under your local consumer law, and we will honour them.

An item is covered by this section if, when it was delivered to you, it:

• had a defect in its materials, print or construction — for example a split seam, a hole, a missing or misprinted part of the print, or broken hardware
• was damaged in transit
• was materially different from its description on our website, including garment measurements that differ from the size guide for that product by more than the tolerance stated below
• was not the product, size or colour shown on your order confirmation, or was missing from your parcel

Sizing tolerance. Size-guide measurements are taken with the garment laid flat and may vary by up to 2 cm (about ¾ inch) between garments because each piece is cut and sewn individually. A garment within this tolerance is as described.

The following are not faults:

• normal wear and tear over time, including gradual softening, pilling or fading of fabric and prints from wear and washing
• damage that happens after delivery, including through accidents, misuse, alterations, or not following the care instructions on the label or product page (for example hot washing, tumble drying, bleaching, dry cleaning, or ironing directly on a print)
• minor shrinkage that is normal for cotton garments when the care instructions have been followed
• natural characteristics of the fabric and printing process, such as minor variations in print placement, colour or texture between garments
• damage to the outer packaging where the item inside is undamaged
• a size or fit that doesn't suit you, where the garment is within the sizing tolerance above

How to make a claim. Please check your order as soon as it arrives. Message us in the chat on our site, or email yourfriends@rtla.com.au (from the email address used for the order if possible), with:

• your order number and a short description of the problem
• clear photos of the whole item, a close-up of the fault, and the size and care labels
• for an incorrect or missing item: a photo of what you received next to the packing slip or bag label, and a photo of the outer packaging showing the shipping label
• for transit damage: photos of the outer packaging as it arrived

Please report incorrect, missing or transit-damaged items within 7 days of delivery, and keep the item, its labels and all packaging until your claim is resolved, so we can investigate with our fulfilment centre and carrier. Please report any other fault as soon as reasonably possible after you notice it. Reporting later does not take away any right you have under consumer law, but we may need to inspect the item before we can provide a remedy.

How we assess claims. We assess each claim against the evidence you provide and our fulfilment records (such as pick, pack and parcel-weight records). We may ask for more photos or a short video, or ask you to return the item — including an incorrect item sent to you in error — for inspection. If we ask you to return an item, we'll provide a prepaid return label or reimburse your reasonable, receipted return postage. Please don't send anything back until we've asked you to in writing. If a returned item is found not to be faulty, not as described or incorrect, we'll tell you why and send it back to you, and no refund or replacement will be due.

Your remedy.

• Major failure (for example, the item is unsafe, is significantly different from its description, or has a problem that would have stopped a reasonable customer buying it): you choose a refund or a replacement.
• Minor failure: we will repair, replace or refund the item within a reasonable time — we'll choose which.
• Incorrect or missing item: we'll send you the correct item or, if you prefer or it's no longer available, refund it.

A replacement is the same product, in the same size and colour as your original order. A remedy can't be swapped for a different product, size or colour, or for store credit, unless you ask and we agree in writing. If a replacement is unavailable, we'll refund you.

3. Refunds

• Approved refunds are paid to the original payment method only, within 10 business days of approval (or within 14 days where section 5 applies). We can't refund to a different card, account or person.
• The refund amount is what you actually paid for the affected item after discounts. Where an order-level discount, bundle price or other offer applied, the discount is shared across the items in the order in proportion to their prices. Free items and gifts with purchase have a refund value of zero.
• Any amount paid with a gift card or store credit is refunded as a gift card or store credit.
• Original shipping charges are refunded where the whole order is affected, or where the law requires it.
• Your bank may take a few extra days to show the refund. If it hasn't appeared 15 business days after we've confirmed it, please email us.

4. What we can't accept

• Returns we haven't approved. Items sent back without our written approval — including anything sent to our Hong Kong registered office, which is a correspondence address only — won't be refunded or exchanged. If we receive them, we'll hold them for 30 days for you to arrange return delivery at your cost, after which they may be disposed of.
• Refused, uncollected or undeliverable parcels. If you refuse a delivery, don't collect a parcel, or a parcel can't be delivered because the address you gave was incorrect or incomplete, this is not a return. Once the parcel is back with us, you can choose to have it reshipped at your cost, or receive a refund of the price you paid for the products, less the original shipping charge and the cost of the parcel's return to us. If you're covered by section 5, that section applies instead.
• Order changes. We can't change sizes, items or the delivery address once an order is placed — see our Shipping Policy.
• Fraudulent claims. We may refuse claims we reasonably believe are fraudulent — for example, edited or reused photos, or items that aren't the ones we supplied — and may decline future orders connected with them.

5. Statutory right to cancel (EU, EEA and UK consumers, and other countries where the law requires it)

If you are a consumer (buying for personal use) in the European Union, the European Economic Area or the United Kingdom and your order is delivered there, you have the right to withdraw from your contract with us within 14 days without giving any reason. If you live in another country whose mandatory consumer law gives you a right to cancel an online purchase, we'll honour that right on the terms that law sets.

When the period starts. The withdrawal period expires 14 days after 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. Refusing or not collecting a delivery is not, on its own, a statement of withdrawal.

Returning the goods. We'll reply with the return address. You must send the goods back to that address without undue delay and no later than 14 days from the day you tell us you are withdrawing. The deadline is met if you send the goods before that period expires. You will bear the direct cost of returning the goods. We recommend a tracked service, as you are responsible for the goods until they reach us.

Condition of the goods. You may handle the goods only as you would in a shop to establish their nature, characteristics and functioning — for example, trying a garment on once. You are liable for any diminished value resulting from handling beyond that, such as wearing, washing, removing tags, or marks, odours or damage, and we may reduce your refund by that amount.

What we refund, and when. We will reimburse all payments received from you for the withdrawn goods, including the cost of standard delivery (if you chose a more expensive delivery option, we refund the standard delivery amount only). 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, using the same means of payment you used, unless you expressly agree otherwise; 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.

Which items this applies to. This right applies to all items, including items bought on sale or at a discount. It does not apply to goods made to your specifications or clearly personalised, or to gift cards. For consumers covered by this section, this section prevails over section 1.

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:

6. Duties & taxes

We ship on a Delivered Duty Paid (DDP) basis: import duties and taxes are shown at checkout or included in your price, and we pay them on your behalf, so there is nothing to pay on delivery and nothing separate to reclaim on a refund. If you're ever asked to pay duties or taxes on delivery, contact us before paying or refusing the parcel.

7. How this policy works

• This policy forms part of our Terms of Service. If anything on our product pages, FAQs, banners, emails or social media, or in a chat, is inconsistent with this policy, this policy applies. Answers or interpretations produced by AI assistants or other third-party tools are not statements by RTLA.
• Only our team, in writing from yourfriends@rtla.com.au, can agree to anything outside this policy. A goodwill gesture made for one order is at our discretion, applies to that order only, and doesn't change this policy.
• This policy is published in several languages. If a translation differs from the English version, the English version applies, except where the law of your country requires otherwise.
• "Days" means calendar days. "Business days" means Monday to Friday, excluding Hong Kong public holidays. Except in section 5, "delivery" means the date the carrier's tracking shows your parcel as delivered.
• Claims can be started in the chat on our site or by email, and can be made by the person who placed the order, or someone they authorise in writing.