RETURNS & EXCHANGES

IRONWOOD OUTBACK

RETURNS & REFUNDS POLICY

Effective Date: 1 September 2026
Website: ironwoodoutback.com.au
Country: Australia

At IRONWOOD OUTBACK, we want our returns and refunds process to be clear, fair and straightforward.

Many IRONWOOD OUTBACK products are manufactured, printed, embroidered or otherwise produced specifically after an order is placed through print-on-demand (“POD”) and third-party fulfilment providers.

For this reason, please choose products, colours and sizes carefully before placing your order.

This Returns & Refunds Policy explains our procedures for:

change of mind;
incorrect size selected by the customer;
order changes and cancellations;
faulty products;
damaged products;
incorrect products;
products that do not correspond with their description or advertised sizing;
photographs and evidence;
POD returns;
return postage;
replacements;
refunds; and
Australian Consumer Law remedies.

This Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL).

1. CONTACT IRONWOOD OUTBACK FIRST

Before returning any product, please contact IRONWOOD OUTBACK and follow the instructions we provide.

Do not return a product to a manufacturer, print-on-demand provider, fulfilment provider, warehouse, courier or any address appearing on the original parcel unless IRONWOOD OUTBACK has specifically instructed you to do so.

Some IRONWOOD OUTBACK products may be manufactured, printed, embroidered, packed or dispatched by different POD or fulfilment providers.

The correct return procedure and address may therefore depend on:

the product;
manufacturer;
POD provider;
fulfilment location;
nature of the problem; and
reason for the return.

IRONWOOD OUTBACK will provide or confirm the appropriate return instructions where a product needs to be returned.

2. STARTING A RETURN, REFUND OR PRODUCT-ISSUE REQUEST

To contact us about an order, please provide:

your full name;
order number;
product concerned;
description of the issue; and
any other information reasonably necessary for us to identify and assess the order.

For faulty, damaged, incorrect or otherwise non-compliant products, we may also request reasonable photographs or other evidence.

Customer enquiries / Returns:
enquires@ironwoodoutback.com.au SUBJECT:RETURNS

Please do not send a product back until you have received return instructions from IRONWOOD OUTBACK.

3. CHANGE OF MIND

Please choose your products carefully.

Because many IRONWOOD OUTBACK products are manufactured, printed, embroidered or otherwise produced specifically after an order is placed, IRONWOOD OUTBACK does not generally accept returns, exchanges or refunds for change of mind for POD or made-to-order products.

This includes where a customer:

decides they no longer want the product;
changes their mind about the colour, style or design;
finds a similar product elsewhere;
finds the product at a lower price elsewhere; or
no longer has a use for the product.

This change-of-mind policy does not limit or exclude any rights or remedies available under Australian Consumer Law where a product is faulty, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.

4. PLEASE CHECK YOUR SIZE CAREFULLY BEFORE ORDERING

Many IRONWOOD OUTBACK products are produced specifically for your order through POD manufacturing and fulfilment.

Please check the applicable Size Guide and your selected size carefully before completing your purchase.

Sizing and fit may vary between:

garments;
product styles;
manufacturers;
brands;
POD suppliers; and
product types.

A size such as M, L or XL from one garment or manufacturer should not automatically be assumed to have the same measurements or fit as the same labelled size from another.

Where measurements or a size chart are provided on the product page, customers should use those measurements when selecting their size.

Where practical, we recommend comparing the measurements shown in the Size Guide against a similar garment you already own that fits you well.

The customer is responsible for selecting the size ordered.

5. WRONG SIZE SELECTED BY THE CUSTOMER

Where IRONWOOD OUTBACK correctly supplies the product and size ordered by the customer, we do not accept a return, exchange or refund solely because the customer selected the wrong size or the fit is not to their personal preference for a POD or made-to-order product.

This is because the product may have been individually manufactured, printed, embroidered or otherwise produced specifically in response to that customer’s order.

Once production has commenced, manufacturing and fulfilment costs have been incurred and the POD provider may not accept the product back for a customer sizing error.

Customers are therefore responsible for checking:

the product selected;
colour or variation selected;
applicable Size Guide;
garment measurements; and
size selected

before completing checkout.

This provision does not affect Australian Consumer Law rights where there is a problem with the product itself or with the information supplied to the customer.

6. IF YOU NOTICE A SIZING OR ORDERING ERROR IMMEDIATELY

If you realise after submitting your order that you selected the wrong:

size;
colour;
product;
quantity; or
variation,

please contact IRONWOOD OUTBACK immediately.

If production has not commenced, we will make reasonable efforts to change or cancel the affected product where our production and fulfilment systems allow us to do so.

However, POD orders may be transmitted to production automatically and quickly.

We cannot guarantee that an order can be changed or cancelled once it has been submitted.

Once production, printing, embroidery, manufacturing, packing or fulfilment has commenced, we may be unable to change or cancel the order for a customer ordering error.

This does not affect rights arising under Australian Consumer Law.

7. IF WE SUPPLY THE WRONG SIZE OR PRODUCT

If you ordered one size or product and IRONWOOD OUTBACK or our fulfilment provider supplies something different, this is not treated as a customer change-of-mind or wrong-size selection.

Examples include:

you ordered L and received M;
you received the wrong garment;
you received the wrong colour;
you received the wrong design;
you received the wrong quantity; or
the product supplied does not correspond with your confirmed order.

Please contact us and provide your order number.

We may reasonably request photographs showing:

the complete product;
product label or size tag;
design or print;
packaging or shipping label; and
other information necessary to confirm the issue.

We will investigate and provide an appropriate remedy.

8. PRODUCT DOES NOT CORRESPOND WITH ADVERTISED SIZING

If you believe a product materially differs from the sizing measurements or information provided by IRONWOOD OUTBACK at the time of purchase, please contact us.

We may reasonably ask you to provide:

photographs of the garment;
photograph of the size label;
measurements of the garment;
photographs showing how those measurements were taken; and
other reasonable information required to assess the issue.

Garments may have reasonable manufacturing tolerances.

Where a particular manufacturer or product has a specified measurement tolerance, we may state that tolerance in the relevant product information or Size Guide.

IRONWOOD OUTBACK will not apply a universal garment tolerance to every product unless that tolerance is supported by the relevant manufacturer or supplier.

Nothing in this section limits rights available under Australian Consumer Law where goods do not correspond with their description or otherwise fail to satisfy an applicable consumer guarantee.

9. SIZE GUIDES

Where applicable, IRONWOOD OUTBACK will provide or make available product sizing information to assist customers before purchase.

Because our products may come from different manufacturers and POD suppliers, different products may have different size charts.

Customers should check the Size Guide for the specific product being purchased rather than relying on sizing from another IRONWOOD OUTBACK product or another brand.

Where practical, the product page should identify relevant measurements and any manufacturer-confirmed measurement tolerance.

10. PRINT-ON-DEMAND AND MADE-TO-ORDER PRODUCTS

Some IRONWOOD OUTBACK products are produced only after an order is placed.

Depending on the product, POD or third-party suppliers may perform:

garment supply;
printing;
embroidery;
manufacturing;
finishing;
packaging;
warehousing;
fulfilment; and
delivery.

Different products may be fulfilled by different suppliers or from different locations, including locations outside Australia.

The fact that a product is manufactured or fulfilled by a POD or third-party provider does not remove any rights a customer has under Australian Consumer Law or any obligations IRONWOOD OUTBACK has under applicable Australian law.

11. DO NOT RETURN PRODUCTS DIRECTLY TO A POD SUPPLIER

Customers should deal with IRONWOOD OUTBACK regarding returns and product problems.

Do not independently return a product to:

a POD provider;
manufacturer;
printer;
embroiderer;
fulfilment provider;
warehouse;
courier;
overseas facility; or
address printed on the original parcel

unless IRONWOOD OUTBACK specifically instructs you to use that address.

Different suppliers may have different return arrangements, and some POD facilities do not accept unsolicited customer returns.

A product is not necessarily considered correctly returned merely because it was sent to the address appearing on its original parcel, packaging or shipping label.

IRONWOOD OUTBACK will advise you of the appropriate procedure.

12. FAULTY PRODUCTS

If you believe a product is faulty, please contact IRONWOOD OUTBACK as soon as reasonably practical after discovering the issue.

Depending on the circumstances, examples may include:

manufacturing defects;
significant stitching or construction defects;
significant printing defects;
significant embroidery defects;
product failure inconsistent with acceptable quality;
a product not fit for an applicable disclosed purpose; or
another failure to meet an applicable consumer guarantee.

Normal wear and tear, misuse, accidental damage or damage occurring after delivery is not necessarily a product fault.

Each claim will be assessed according to its circumstances and applicable Australian Consumer Law.

13. DAMAGED ON ARRIVAL

If your product arrives damaged, please contact us promptly.

Where reasonably possible, retain:

the product;
original packaging;
shipping packaging;
shipping label; and
any other material relevant to the damage until we have assessed the matter or advised you otherwise.

We may request photographs of the product and packaging.

These photographs can help determine whether damage occurred during manufacturing, packing or transportation.

14. PRINTING OR EMBROIDERY ISSUES

IRONWOOD OUTBACK products may feature printed or embroidered artwork.

If you believe there is a significant production defect, please provide clear photographs showing the issue.

Minor variations that are reasonably inherent in printing, embroidery, garment manufacture, fabric characteristics or the intentionally distressed/weathered nature of an IRONWOOD OUTBACK design may not necessarily constitute a defect.

However, this does not exclude a customer’s rights where the finished product materially fails to correspond with its description or an applicable consumer guarantee.

15. PHOTOGRAPHS AND EVIDENCE

For faulty, damaged, incorrect or otherwise non-compliant products, we may reasonably request information to investigate the issue.

This may include:

order number;
photograph of the complete product;
close-up photograph of the problem;
photograph of the product label;
photograph of the size tag;
garment measurements where relevant;
photographs of packaging;
photograph of the shipping label; and
a description of the problem.

This information can be particularly important for POD orders because it may allow IRONWOOD OUTBACK and the relevant supplier to investigate the issue without unnecessarily requiring the customer to return the product.

Requesting reasonable photographs or information does not remove or reduce a customer’s rights under Australian Consumer Law.

We will not impose unreasonable evidence requirements for the purpose of avoiding our legal obligations.

16. PROOF OF PURCHASE

We may require reasonable proof that the product was purchased from IRONWOOD OUTBACK.

Proof may include:

order number;
order confirmation;
receipt;
payment record; or
other reasonable evidence of purchase.

17. DO I NEED TO RETURN A FAULTY OR DAMAGED PRODUCT?

Not necessarily.

Contact IRONWOOD OUTBACK before returning the product.

Depending on the product, nature of the problem, POD arrangement and applicable law, photographs or other evidence may allow us to assess the matter without requiring an immediate physical return.

Where a product must be returned, IRONWOOD OUTBACK will provide the appropriate instructions.

Please do not dispose of a faulty or damaged product while a claim is being assessed unless we advise you that it is no longer required, or it is otherwise reasonable or necessary to do so.

18. CONDITION OF ANY AUTHORISED DISCRETIONARY RETURN

Although POD and made-to-order products are not generally accepted for change-of-mind or customer wrong-size returns, IRONWOOD OUTBACK may occasionally authorise a discretionary return in exceptional circumstances.

Authorising a return in one particular case does not create an ongoing entitlement to discretionary returns in other cases.

Where we specifically authorise a discretionary return, the item must generally be:

in the same condition in which it was received;
unworn;
unused;
unwashed;
free from marks, stains, makeup or deodorant;
free from smoke, perfume or other significant odours;
free from animal hair;
undamaged and unaltered;
with original tags and labels attached;
with accessories originally supplied; and
in original product packaging, where reasonably possible.

The product must be suitable for resale.

Customers should take reasonable care when trying on apparel and should not remove tags or labels until satisfied with the product.

These conditions relate to discretionary returns and do not remove rights relating to faulty or otherwise non-compliant goods under Australian Consumer Law.

19. RETURN POSTAGE — CUSTOMER CHANGE OF MIND OR AUTHORISED DISCRETIONARY RETURN

Where IRONWOOD OUTBACK exceptionally authorises a discretionary return that is not related to a failure under Australian Consumer Law, the customer will generally be responsible for return postage unless we expressly agree otherwise.

Original delivery charges are not generally refundable for a discretionary return unless otherwise stated by us or required by law.

Customers should use the return address provided by IRONWOOD OUTBACK and retain proof of postage and tracking.

20. RETURN POSTAGE — FAULTY, DAMAGED OR INCORRECT PRODUCTS

Different rules apply where a product fails to comply with Australian Consumer Law.

Where a product has a problem that entitles the customer to a remedy, responsibility for return or transportation costs will be dealt with in accordance with Australian Consumer Law.

Depending on the circumstances, IRONWOOD OUTBACK may:

provide a prepaid return method;
reimburse reasonable return postage;
arrange another appropriate return method; or
determine that the product does not need to be physically returned.

Please contact IRONWOOD OUTBACK before paying to return a faulty, damaged or incorrectly supplied product.

21. RETURN AUTHORISATION AND RETURN ADDRESS

Where a return is required or specifically authorised, IRONWOOD OUTBACK will provide or confirm:

whether the product needs to be returned;
appropriate return instructions;
the return address where applicable; and
any other information reasonably necessary to complete the return.

The correct return destination may be different from the address from which the product was originally dispatched.

Do not assume that the sender’s address on the parcel is the return address.

22. TRACKING AND PROOF OF RETURN

Where you are instructed to return a product, please retain:

postage receipt;
tracking number; and
proof of lodgement.

Where a discretionary return is authorised, we strongly recommend using a tracked service.

If an untracked discretionary return cannot be located, we may be unable to verify that it was returned.

Nothing in this section limits rights that cannot lawfully be excluded under Australian Consumer Law.

23. UNAUTHORISED RETURNS

Please do not return products without contacting IRONWOOD OUTBACK first.

Sending an item without authorisation or instructions to:

an address printed on a parcel;
POD provider;
manufacturer;
fulfilment centre;
warehouse; or
other third party

may cause significant delays or result in the parcel being refused or unable to be identified.

Where a discretionary return is sent to an unauthorised address contrary to our instructions, the customer may be responsible for reasonable additional costs caused by recovering or redirecting the parcel, where permitted by law.

This does not remove statutory consumer rights.

24. REPLACEMENTS

Where a replacement is an appropriate remedy, availability may depend upon the relevant product and supplier.

Because POD products are generally made to order, a replacement may need to be newly manufactured, printed or embroidered.

This may require additional production and delivery time.

Where Australian Consumer Law gives the customer the right to choose between available remedies, IRONWOOD OUTBACK will respect that statutory right.

25. REFUNDS

Where a refund is required or approved, it will generally be made to the original payment method where reasonably possible.

Refund processing times may vary depending on:

payment processor;
bank;
card provider; or
financial institution.

After IRONWOOD OUTBACK has processed a refund, the time taken for funds to appear in the customer’s account may be controlled by the relevant financial institution.

Where Australian Consumer Law entitles a customer to a monetary refund and gives the customer that remedy, IRONWOOD OUTBACK will not require the customer to accept store credit instead.

26. MAJOR PROBLEMS UNDER AUSTRALIAN CONSUMER LAW

Australian Consumer Law provides remedies where goods have a major problem.

Depending on the circumstances, a problem may be major where, for example:

a reasonable consumer would not have purchased the product if they had known about the problem;
the goods are substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time;
the goods are substantially unfit for a purpose the consumer told the supplier about and cannot easily be made fit within a reasonable time;
the goods significantly differ from their description, sample or demonstration model; or
the goods are unsafe.

Where Australian Consumer Law gives the consumer the right to choose a refund or replacement for a major failure, IRONWOOD OUTBACK will respect that choice in accordance with the law.

27. MINOR PROBLEMS UNDER AUSTRALIAN CONSUMER LAW

Where a product has a problem that is not major, Australian Consumer Law may allow the supplier an opportunity to provide an appropriate remedy within a reasonable time.

The appropriate remedy will depend on the circumstances and applicable law.

Nothing in this Policy gives IRONWOOD OUTBACK rights greater than those provided by Australian Consumer Law.

28. CUSTOM AND PERSONALISED PRODUCTS

If IRONWOOD OUTBACK offers customised or personalised products, these products are not generally eligible for a discretionary change-of-mind return where they have been produced specifically to the customer’s instructions.

This does not remove Australian Consumer Law rights.

A customised or personalised product may still be subject to an appropriate remedy where it is:

faulty;
unsafe;
incorrectly manufactured;
materially different from what was ordered;
materially different from its description; or
otherwise fails to meet an applicable consumer guarantee.

29. SALE AND PROMOTIONAL PRODUCTS

Products purchased on sale or during a promotion remain subject to applicable Australian Consumer Law protections.

A discounted price does not remove consumer-guarantee rights.

However, a consumer may not be entitled to a remedy for a defect that was specifically disclosed before purchase and formed the reason for the reduced price, to the extent provided by Australian Consumer Law.

POD or made-to-order products purchased during a sale remain subject to our change-of-mind and customer wrong-size policy.

30. ORDER CANCELLATION BEFORE PRODUCTION

If you need to change or cancel an order, contact us immediately.

Where production has not commenced and our systems allow us to stop or modify the order, we will make reasonable efforts to assist.

However, because POD orders may be automatically transmitted to production, we cannot guarantee cancellation or modification after an order has been submitted.

Once production, printing, embroidery, manufacturing, packing or fulfilment has commenced, a discretionary cancellation may no longer be possible.

Nothing in this provision limits rights arising under Australian Consumer Law.

31. PRODUCT-PAGE SIZE NOTICE

For applicable apparel and made-to-order products, IRONWOOD OUTBACK may display a sizing notice near the product size selection.

Customers should review the product-specific Size Guide before completing their order.

The following principle applies to POD and made-to-order apparel:

Please check the Size Guide before ordering. This item is made to order. We do not generally accept returns or exchanges where the correct item and size ordered were supplied but the wrong size was selected by the customer. Your Australian Consumer Law rights are not affected.

The product-page notice should be read together with this Returns & Refunds Policy.

32. AUSTRALIAN CONSUMER GUARANTEES

Products sold by IRONWOOD OUTBACK come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Depending on the circumstances, these include guarantees that goods:

are of acceptable quality;
are fit for applicable disclosed purposes;
match their description;
match samples or demonstration models where applicable; and
satisfy other consumer guarantees required by law.

Our policies concerning:

POD production;
made-to-order products;
change of mind;
customer sizing errors;
discretionary returns; and
return procedures

operate in addition to, and not instead of, these statutory rights.

33. NOTHING IN THIS POLICY EXCLUDES YOUR LEGAL RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

If any provision of this Policy is inconsistent with a right or remedy that a customer has under applicable Australian law, the applicable law prevails.

34. CONTACT IRONWOOD OUTBACK

For returns, refunds, order problems or product enquiries, please contact:

IRONWOOD OUTBACK
Western Australia
Australia

Website: ironwoodoutback.com.au

Customer Enquiries / Returns:
enquiries@ironwoodoutback.com.au | SUBJECT: RETURNS

When contacting us about an existing order, please include your order number.

35. RELATED POLICIES

This Returns & Refunds Policy should be read together with:

Terms & Conditions
Privacy Policy
Shipping & Delivery Policy
Cookie Policy, where applicable

Last updated: 1 September 2026

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