Terms of service

TERMS & CONDITIONS

WHO WE ARE
These Terms are between you and RTLA Apparel Limited, a company incorporated in Hong Kong (referred to in these Terms as "RTLA", "we", "our" or "us"), trading as RTLA / Refuse to Lose Aesthetics. Registered office: Unit B, 11/F, 23 Thomson Road, Wan Chai, Hong Kong SAR China. Business Registration Number (Unique Business Identifier): 80386636. You can contact us any time at yourfriends@rtla.com.au.

YOUR AGREEMENT TO THESE TERMS
These Terms set out your agreement with RTLA in relation to the use of the Website and the placement of Orders for Products and related matters. In consideration of RTLA allowing you to use the Website, and/or opening an Account for you, you agree with RTLA to be bound by these Terms.

To view our privacy policy click HERE.

ACCESS AND USE OF THE WEBSITE
You must only use the Website in accordance with these Terms and any applicable law. You must not (or attempt to):

  • interfere with or disrupt the Website or the servers or networks that host the Website, or any security-related or other features of the Website; use any data gathering and extraction tools on the Website; or
  • link to any part of the Website in a way that damages or takes advantage of RTLA's reputation, or causes RTLA to suffer Loss, including but not limited to implying or suggesting that you have any association, affiliation, approval or endorsement from RTLA when there is none, or in a way that is illegal or unfair.

INFORMATION ON THIS WEBSITE

  • You acknowledge and agree that there are intellectual property rights owned by or licensed to RTLA, including rights in respect of the Website content.
  • Any material on the Website, in whatever form (including electronic form), must not be reproduced, transmitted, communicated, distributed, adapted, sold, modified or used except as permitted by applicable law or with RTLA's consent.
  • To the extent there is material on the Website provided by third party merchants, suppliers and Product manufacturers, RTLA is not liable to you in respect of any Loss you might suffer or incur as a result of inaccuracies or errors caused by incorrect information supplied to us by those third parties.

ORDERS AND AGREEMENT FORMATION

  • You can place Orders either as a guest or by registering an Account with RTLA. Whether you check out as a guest or register an Account, you must give RTLA accurate and current personal information (including your name, delivery address, a valid email address, and payment details), and you must be at least 18 years old and have the capacity to enter into a legally binding agreement with RTLA.
  • You must follow the instructions on the Website as to how to make an Order and how to make changes to your Order before you submit it.
  • Subject to these Terms, and except in cases of Error or Obvious Error, and despite any previous Price you may have seen or heard, the Price or related charges (for example delivery charges) shown to you on the Website in respect of any Order is the Price and charges communicated to you via the Order Confirmation.
  • Prices and payments are processed in the currency shown at checkout, which may be Australian Dollars (AUD), US Dollars (USD) or another currency depending on your location. The final amount payable, and any applicable taxes, are confirmed at checkout.
  • Payment for an Order is required in full at the time the Order is accepted by RTLA, using one of the payment methods disclosed on the Website.
  • If you are not entitled to use the payment method or account selected for the Order, or if it does not have sufficient funds or credit to cover the Order, the Order may not be processed.
  • Upon placement of an Order, RTLA will issue an Order Confirmation by email. This email is not an acceptance of the Order.
  • A binding agreement between you and RTLA for the purchase of Products is formed when you receive a shipment confirmation from RTLA. You agree that RTLA is not obliged to supply the Products to you until the Order has been accepted and an Agreement concluded.
  • RTLA may in its discretion refuse to accept or process an Order for any reason. These reasons include but are not limited to: unavailability of Products; RTLA suspecting you might be re-selling the Products; RTLA suspecting the Order is not genuine or is being used for a purpose other than use of the Products by you; or RTLA considering that the Products cannot be delivered to your nominated delivery address.

YOUR ACCOUNT AND THE ACCOUNTS OF OTHER PERSONS

  • You are solely responsible for the activity that occurs on your Account (including Orders placed using your Account), and you must keep your Account password secure.
  • RTLA is not liable for any Loss suffered or incurred by you as a result of any unauthorised activity on your Account if you fail to keep your Account login information secure.
  • You must not use another person's Account without RTLA's, and/or the other person's, express written permission.
  • If you suspect or become aware of any unauthorised use of your Account, or that your password is no longer secure, you must notify RTLA immediately and take immediate steps to re-secure your Account (including by changing your password).
  • RTLA may refer fraudulent, abusive or illegal activity to the relevant authorities for investigation or prosecution.

CANCELLATIONS AND AMENDMENTS TO ORDERS

  • RTLA is not obliged to accept any request by you for a cancellation or amendment of an Order.
  • If you discover you have made a mistake with your Order after submitting it, you may request that the Order be cancelled or amended. RTLA does not guarantee it will be able to cancel or amend the Order.
  • If you have made an Order and RTLA is unable to process it (or does not accept it), RTLA will notify you and the Order will be cancelled.
  • RTLA will refund any payment already made by you to your original payment method where an Order is cancelled under this clause before it has been accepted by RTLA.
  • Nothing in this clause limits any cooling-off or cancellation rights you may have under the consumer law of your country of residence (see also our Refund Policy).

PRODUCT DELIVERY

  • Products are shipped from our fulfilment partner (3PL) located in China and delivered to the place of delivery you nominate in your Order. As Products are shipped internationally, delivery times vary by destination and may be affected by customs clearance. If you make an error with the order address, this is not the responsibility of RTLA. RTLA may use independent contractors for delivery and may charge a delivery fee as specified when you place your Order.
  • RTLA does not guarantee firm delivery dates. All delivery time frames are estimates determined by the independent delivery partner/contractor.
  • Where you grant RTLA authority to leave the Products at your nominated delivery address, you agree that RTLA is permitted to leave the Products unattended by the front door, at reception, in the lobby, with a concierge (in the case of an apartment building), or otherwise as per your instructions. In those circumstances, RTLA is not required to obtain a signature confirming delivery.
  • You agree to take delivery of the Products without unnecessary delay. If you are unable to take delivery through absence from the delivery location, the delivery partner may leave a card with instructions on collection.
  • Where, through your unreasonable refusal to accept delivery, you do not accept or collect the Products, RTLA may charge you a reasonable storage fee and other costs reasonably incurred, or remove the Products from being available for delivery or collection and notify you that the Agreement for sale has been terminated.

LOST OR STOLEN PARCELS
We take care to ensure our parcels are delivered securely. Responsibility for the safety of a parcel after it has been delivered rests with the receiver.

  • Delivery confirmation: A parcel is considered delivered based on confirmation from our delivery partners, including proof of delivery.
  • Post-delivery loss: Once a parcel has been confirmed as delivered to your nominated address, responsibility for its safekeeping passes to you, and we are generally unable to offer a refund or replacement for parcels lost or stolen after that point.
  • Your consumer rights are not affected: Nothing in this section limits your rights under the Australian Consumer Law or the consumer law of your country of residence. If your order does not arrive, or a delivery is disputed, please contact us so we can investigate with our delivery partner and help resolve it.
  • Suggestions for secure delivery: choose a delivery location where someone can receive the parcel; consider a secure parcel drop box or local locker service; or opt for a delivery option requiring a signature.

TITLE AND RISK

  • Title to the Products passes to you once RTLA has accepted your Order and received payment in full for the Price and all other relevant charges.
  • Risk in the Products passes to you on delivery — that is, when the Products are delivered to the address you nominated in your Order (or, where you have authorised us to leave them without a signature, when they are left at that address). Until delivery, risk in the Products remains with RTLA.
  • As and from the time risk passes to you, RTLA will not be liable to you for Loss suffered or incurred in relation to the Products except as provided in these Terms or as required by law.
  • You agree to take care when opening the Products so as not to damage them, and not to use any sharp instruments in that process.

YOUR COMMITMENTS, AGREEMENTS AND ACKNOWLEDGEMENTS
You acknowledge that RTLA has relied, in entering into any Agreement with you, on the following:

  • all information provided by you in your Account application or at checkout is complete, accurate, correct and not misleading;
  • RTLA may rely on that information unless and until it receives written notice of any change from you. Any varied information will be covered by this warranty;
  • you have full capacity, power and authority to enter into obligations and exercise rights under these Terms;
  • during your dealings with RTLA, you will be in a position to meet all your commitments and obligations;
  • you will notify RTLA immediately, in writing, of any errors or omissions in your details or Account.

You agree:

  • to provide RTLA with accurate, true and current information about yourself and to maintain that information;
  • you are responsible for maintaining the confidentiality of your password and Account information and the activities conducted on your Account;
  • to notify RTLA immediately of any unauthorised use of your password or any breach of security;
  • RTLA is not responsible or liable to you in respect of any Loss regarding the reliability, completeness or accuracy of any third party information it makes available to you;
  • RTLA has the right to correct any trading or administrative errors, including reversing or cancelling an Order, without liability to you (and, where an Order is cancelled, RTLA will refund any amount you have paid for that Order).

YOUR INSTRUCTIONS

  • All your instructions are subject to law and these Terms.
  • It is your responsibility to ensure that all instructions given to RTLA are in accordance with the law and these Terms.
  • If RTLA considers it reasonable to do so, and to the extent permitted by law, it may decline to act in relation to any particular dealings, without explanation or notice, where it believes the transaction would result in no change of beneficial ownership in the Products, believes the instructions are ambiguous, incomplete or unclear, or has suspended or cancelled your Account.

TERMINATION OF AGREEMENTS

  • If you do not comply with any essential obligations, RTLA may terminate an Agreement by serving a notice of termination on you.
  • For the purposes of these Terms and any Agreement where you agree to acquire Products from RTLA: any obligation on you to pay the Price and other applicable charges in respect of any Order, or to pay any other moneys owing by you to RTLA, is deemed to be an essential obligation; and in respect of any other obligations, those obligations are deemed essential if they remain unremedied for a period of seven days from the date RTLA advises you of the relevant breach and the need to remedy it.
  • RTLA may also terminate an Agreement arising from an Order if the Products are not available for any reason, or due to RTLA's inability to deliver the Products to your nominated delivery address.
  • In the case of termination of an Agreement: due to non-availability of the Products, RTLA will refund any money paid by you in respect of that Agreement; due to inability to deliver to your nominated address, RTLA may (but is not obliged to) refund money you have paid, and where it elects to refund some of those moneys it may deduct reasonable administration charges connected with acceptance of the Order and delivery (including for attempting delivery and returning the Products, and any storage fees); and due to breach by you of an essential term, RTLA may hold any other money paid by you as security for anything recoverable, and/or enforce any other rights it has against you at law or in equity.

INTERNATIONAL SALES, CUSTOMS & IMPORT TAXES
You acknowledge and agree that:

  • RTLA is based in Hong Kong and Products are shipped internationally from our fulfilment partner in China;
  • prices and charges are shown and charged in the currency displayed at checkout, and where prices are charged in a currency other than that of your card, the exchange rate applied by your card issuer (or, in its absence, by RTLA) will apply;
  • where Products are shipped internationally, import duties, taxes, GST/VAT or customs charges may be levied by a Government Agency in the destination country;
  • we ship on a Delivered Duty Paid (DDP) basis, which means these import duties and taxes are either shown and collected at checkout or already included in the price you pay, and are then paid by us or our carrier on your behalf — so there should be nothing further for you to pay on delivery;
  • if a particular destination cannot be served on a DDP basis, we will make this clear before you pay, and in that case any duties or taxes charged on delivery are payable by you to the relevant authority;
  • you agree to provide accurate delivery and (where required) customs information, and RTLA is not responsible for delays or additional charges caused by incorrect information you provide.

TAXES

  • Where RTLA is required by law to collect a tax on a sale to you — for example, Australian GST on low-value imported goods, or EU/UK import VAT — that tax will be calculated and shown at checkout and included in the total amount payable.
  • Where duties or taxes are not shown separately at checkout, they are included in the price under our Delivered Duty Paid (DDP) approach and paid by us on your behalf, as set out under "International Sales, Customs & Import Taxes" above.
  • Prices on the Website are shown inclusive of any tax we are required to collect at checkout, unless stated otherwise.

VOUCHERS, GIFT CARDS AND ONLINE STORE CREDIT

  • Where RTLA offers, provides or sells Vouchers or Gift Cards, you may use these as payment for Products on the Website.
  • Where RTLA emails Vouchers or Gift Cards to you, RTLA is not liable for any Loss occasioned by errors in the email address you provided, use of Vouchers or Gift Cards without permission, or theft or illegibility of Vouchers or Gift Cards.
  • Where there is fraud, deception or other illegal activity in connection with the redemption of Vouchers or Gift Cards, RTLA is entitled to close your Account and/or require a different means of payment.

Vouchers:

  • can only be redeemed on the Website in accordance with the terms stated on them;
  • are valid for the specified period stated on them only;
  • may exclude various types of Products from Voucher promotions;
  • cannot be redeemed for cash; and
  • can only be used on the basis of one Voucher per Order.

If you place an Order for less than the value of a Voucher, RTLA is not obliged to refund the difference and no residual credit will be returned. If a Voucher is insufficient for your Order, you may make up the difference by other payment means provided for in these Terms (but not by using another Voucher or promotional offer). Where multiple Products are purchased using a Voucher and one or more are returned, the discount is applied on a pro rata basis to each Product for the purpose of establishing refund values.

Gift Cards:

  • are valid for a minimum of three (3) years from their date of issue, in accordance with the Australian Consumer Law. The expiry date (or the issue date and validity period) will be shown on or with the Gift Card. Any balance remaining after a valid expiry date will not be available for use;
  • we do not charge any fee that reduces the balance of a Gift Card after it has been purchased;
  • do not accrue interest and cannot be redeemed or refunded for cash;
  • cannot be used to buy further Gift Cards.

If you place an Order for less than the value of a Gift Card, the residual credit can be used for future purchases but cannot be redeemed for cash. Where a Gift Card balance is insufficient for an Order, the difference can be paid by other means contemplated by these Terms. You may use as many Gift Cards as you wish for an Order, and Gift Cards may be used together with a Voucher provided only one Voucher is used per Order. If an Order made using a Gift Card or Voucher is cancelled or returned and you are entitled to a refund, the portion attributable to the Gift Card or Voucher will be refunded as store credit.

Online store credit:

  • is applied to the account registered with the same email address used to place the Order, and cannot be transferred to other accounts;
  • is valid for the period stated when it is issued (and for no less than any minimum period required by applicable law), calculated on a first-in-first-out basis;
  • does not accrue interest and cannot be redeemed or refunded for cash;
  • where an Order made using store credit is cancelled or returned, the portion attributable to the store credit will be restored to your Account.

ERRORS

  • The Price and related charges quoted at the time of submission of your Order are indicative only and subject to RTLA's Order Confirmation and acceptance. RTLA reserves the right to correct any errors shown in any invoice, Agreement communication or document at any time upon notice to you, including the Price and related charges, and you must accept the corrections.
  • RTLA reserves the right to correct any errors shown on the Website at any time upon notice to you, including the Price and any applicable delivery or related charges.
  • In the case of an Obvious Error, RTLA may rescind any Agreement with you by notice. Where RTLA rescinds an Agreement, any further obligations to supply Products end, and RTLA will refund any moneys you have paid in respect of that Agreement.

LIABILITY AND NON-EXCLUDABLE TERMS

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law, or any other law of your country of residence, that cannot lawfully be excluded. To the extent these Terms are inconsistent with any such non-excludable right, that right prevails and these Terms are read down accordingly. Subject to that, and except to the extent a clause contains a Non-Excludable Term:

  • these Terms and any Agreement do not include, by implication or otherwise, any other term, condition or warranty in respect of the quality, merchantability, acceptability, fitness for purpose, condition, description, assembly, manufacture, design or performance of the Products, or any contractual remedy for their failure, and RTLA disclaims all such conditions and warranties, express or implied;
  • any information provided by RTLA, including information posted on its Website, is indicative and for information purposes only, and RTLA does not warrant its accuracy;
  • RTLA does not warrant that the Website will be available at all times and without disruption, and provides no warranties in relation to the content of any other website linked to or from the Website;
  • RTLA is not liable for any Loss suffered or incurred by you relating to any dealing or transaction with RTLA (except as provided by these Terms);
  • you release RTLA and its directors, employees, contractors and agents from any Claims with respect to any Loss you suffer or incur in connection with your dealings with RTLA; and if RTLA cannot by statute limit such Loss, RTLA's liability for breach of any statutory guarantee, condition or warranty will be limited (where the law permits) to supplying the Products again, paying the cost of having the Products supplied again, repairing the Products, or any other remedy prescribed by law;
  • if none of the preceding sub-clauses applies, RTLA's total liability for any and all Losses in respect of all Claims in connection with an Agreement, your use of the Website, or these Terms, will be limited to the purchase price of the Products, and RTLA will not be liable for incidental, consequential, exemplary or punitive damages (including loss of profit, revenue or opportunity);
  • if you use up or transform the Products in the course of trade, RTLA will not be liable to you or anyone else for any Loss arising in connection with the sale, use, storage or any other dealings with the Products by you or any third party.

RTLA will not be liable for any Loss arising in connection with the operation (including delays and errors), breakdown, disruption or malfunction of any system, device or service, nor for failure to meet any estimated delivery date. Where any part of these Terms is a Non-Excludable Term, that provision is to be read down to the extent necessary so that it does not contravene the relevant law, and otherwise continues to have effect.

INDEMNITY
You indemnify RTLA and its officers, agents, consultants and employees from any Loss suffered or incurred by RTLA as a result of any Claim made by you or any third party due to or arising out of your breach of your obligations under these Terms, or your breach of any law relating to your transactions or dealings with RTLA. This indemnity takes effect from the date RTLA notifies you of a Claim under it (the Indemnity Claim Notice) and applies to any Loss that arose before or after that date.

VARIATION
RTLA may vary these Terms, and any variation applies to all dealings between you and RTLA from the day the variation takes effect. Continued use of the Website by you will be deemed to constitute acceptance of the variation.

GOVERNING LAW AND OTHER

  • These Terms are governed by the laws of the Hong Kong Special Administrative Region. You and RTLA submit to the non-exclusive jurisdiction of the courts of Hong Kong. Nothing in this clause prevents you from bringing proceedings, or limits any right you have to the protection of the mandatory consumer laws, of your country of residence.
  • If more than one person constitutes the Account Holder, they are jointly and severally bound by these Terms, and RTLA is entitled to act on the instructions of any one of them unless specified otherwise.
  • RTLA's failure at any time to insist on strict performance of these Terms is not a waiver of its rights to insist on strict performance later.
  • No provision of these Terms that grants rights to RTLA merges on any supply of Products, payment, or completion or termination of an Agreement.
  • If RTLA's performance of its obligations is prevented, restricted or affected by force majeure (including strike, lock-out, raw material shortage, breakdown of plant, transport or equipment, or any other cause beyond RTLA's reasonable control), RTLA will give you notice, and after 7 days from your receipt of that notice may terminate or rescind the relevant Agreement in its discretion, without liability to you for any Loss.
  • If the whole or any part of a provision of these Terms becomes void, unenforceable or illegal, the remainder continues in full force and effect, and the offending provision (if replaceable) is replaced by the provision most similar in commercial and legal context.
  • These Terms replace any prior agreement, arrangement or understanding between you and RTLA.
  • You authorise RTLA to record any telephone conversation(s) between you and RTLA.
  • You authorise RTLA to apply any credits, payments and other receipts from you or your Account in such manner and order as it thinks fit against any amounts due or owing by you to RTLA.

DEFINITIONS AND INTERPRETATION
In these Terms:

  • Account means an account issued by RTLA to you for the purpose of facilitating any transaction relating to the sale of Products or related services.
  • Agreement means, as the context permits, an agreement for the sale of Products and related services to you by RTLA arising from the acceptance of an Order.
  • Account Holder means the person or entity granted an Account by RTLA.
  • Business Day means a day on which banks are open for business in Hong Kong.
  • Claim means any claim, action, proceeding or demand, however arising and whether present or future, fixed or unascertained, actual or contingent.
  • Government Agency means any entity, body, person, government agency or authority with the authority to administer any law.
  • Loss means a damage, loss, cost, expense or liability incurred or suffered, however arising and whether present or future, fixed or unascertained, actual or contingent.
  • Non-Excludable Term means, in relation to any part of these Terms, a term that, by the application of any legislation applicable to the sale of goods or supply of services, may not be excluded, restricted or modified, or otherwise applied in a way that has the effect of excluding, restricting or modifying it.
  • Obvious Error means any matter, fact or thing which is obviously wrong or incorrect and of such a nature that no reasonable person in the position of RTLA would have proceeded with the transaction on the basis of it.
  • Order means the order submitted by you to RTLA via the Website to purchase Products.
  • Order Confirmation means the advice by which RTLA acknowledges that it has accepted an Order.
  • Product and Products mean any products or goods sold to you by RTLA from time to time.
  • Your Information means relevant information and personal information about you, including your full name, date of birth, residential address, your interactions with RTLA, your payment details, and copies of identification documents or publicly available information about you.
  • You and Your mean the customer (whether ordering as a guest or as an Account Holder).
  • we, our or us means RTLA Apparel Limited.
  • Website means the website operated and maintained by RTLA in respect of the sale of Products.
  • Headings are for ease of reference only; words in the singular include the plural and vice versa; words importing a gender include every gender; and references to persons include natural persons, corporations and any other entity recognised by law.

Mobile Terms of Service

RTLA Apparel Limited
Last updated: 5 July 2026

The RTLA mobile message service (the "Service") is operated by RTLA Apparel Limited ("RTLA", "we" or "us"). Your use of the Service constitutes your agreement to these terms and conditions ("Mobile Terms"). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time, and your continued use of the Service following the effective date of any changes constitutes your acceptance of those changes.

By consenting to RTLA's SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of RTLA through your wireless provider to the mobile number you provided, even if that number is registered on the Australian Do Not Call Register or any equivalent register in your country of residence. You confirm you are the account holder or have the account holder's permission to enrol this number. Text messages may be sent using automated technology. Service-related messages may include order updates and account alerts. Promotional messages may include promotions, specials and other marketing offers (for example, cart reminders). We handle your consent and messaging in accordance with applicable law, including the Spam Act 2003 (Cth) where it applies.

You do not have to sign up for this program to make any purchase, and your consent is not a condition of any purchase with RTLA. Your participation is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details.

You may opt out of the Service at any time. Text the keyword STOP to RTLAapparel, or click the unsubscribe link (where available) in any text message, to cancel. You will receive a one-time opt-out confirmation. If you have subscribed to other RTLA mobile message programs, you will need to opt out of those separately, except where applicable law requires otherwise.

For Service support or assistance, text HELP to RTLAapparel or email yourfriends@rtla.com.au.

We may change any short code or telephone number we use to operate the Service at any time and will notify you. You acknowledge that any messages (including STOP or HELP requests) you send to a short code or number we have changed may not be received, and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed or misdirected delivery of any information sent through the Service, any errors in that information, or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Policy.