Refund policy

30-day money-back guarantee

Not loving your Rugged Up? Send it back within 30 days of delivery and we'll refund you in full to your original payment method.

What we can accept

To qualify for a refund, your return must be:

  • Sent back within 30 days of delivery
  • Unworn, apart from trying it on (try it on at home, that's fine)
  • Unwashed, clean and not soiled, with no smells, stains, pet hair or damage
  • In its original packaging, with all tags and the carry bag included

We can't refund items that have been worn out and about, washed, soiled or damaged, or that come back without their original packaging.

How to return

  1. Email wear@ruggedup.com.au with your order number and what you'd like to return.
  2. We'll reply with the return address and instructions.
  3. Pack it up securely in its original packaging and send it back.

Please email us before sending anything, as returns sent without contacting us first can take longer to process.

Return shipping

Return postage is at your cost unless the item is faulty. We recommend using a tracked service, as we can't refund a parcel that doesn't reach us.

Your refund

Once your return arrives, we'll check it and email you to confirm. Approved refunds are processed to your original payment method within 5 business days. Your bank or payment provider (including Afterpay) may take a few more days to show it.

Exchanges

Want a different colour? Email us at wear@ruggedup.com.au and we'll help you swap it. Or return the original for a refund and place a new order.

Gifts

If your Rugged Up was a gift, email us with the order number. Refunds go back to the original payment method used by the person who bought it.

Pack and bulk discounts

If you return part of an order that received a pack or bulk discount, your refund is the amount you actually paid for the items you return.

Faulty or damaged 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 your order arrives damaged or develops a fault, email wear@ruggedup.com.au with your order number and a photo. We'll cover the return postage for faulty items and sort out a repair, replacement or refund.

Nothing in this policy limits your rights under the Australian Consumer Law. The 30-day money-back guarantee is in addition to those rights.