Refund policy

Quick Summary

We’re a small brand and aim to keep things simple and fair.

Changed your mind:

  • Full price items: exchange or store credit only (within 14 days)

  • Sale items: no returns or exchanges

  • No refunds for change of mind

Returned or uncollected parcel:

  • Domestic returns to sender will be held for up to 90 days

  • International returns will be held for 30 days (+ $20 AUD processing fee)

  • Unclaimed items may be restocked after this period

Faulty items:
Your rights under Australian Consumer Law always apply.

Change of Mind – Full Price Items

We offer exchanges or store credit only on full price items within 14 days of delivery.

To be eligible, items must be:

  • Unworn

  • Unwashed

  • In original condition

  • Tags attached

Returns received outside the 14-day timeframe will not be accepted.

Sale, Discounted & Promotional Items

Items purchased during sales, discount runs or promotions are final sale.

They are not eligible for:

  • Refunds

  • Exchanges

  • Store credit 

Unless the item is faulty or required under Australian Consumer Law.

Return Shipping

Unless otherwise stated:

  • Customers are responsible for all return shipping costs

  • Original shipping costs are non-refundable

  • Shipping costs for exchanged items are the responsibility of the customer

All returns are sent at the customer’s risk. We recommend using a tracked service, as we cannot take responsibility or liability for items lost in transit when being returned.

Returned items must be packaged securely. Items damaged in return transit may not be accepted and are assessed and approved at our discretion upon receipt.

Exchange Process

Once your return is received and approved:

  • A store credit will be issued

  • Credits:

    • Are valid for full price items only

    • Cannot be used with other promotions

    • Must be used in one transaction

    • Expire after 30 days

Expired credits will not be reissued.

All return and exchange requests must be submitted via our returns process. We do not process returns via social media.

Orders Placed in Error

If you’ve placed an order incorrectly and need it cancelled or changed, an administration fee of $20.00 will apply.

Unclaimed & Returned Parcels

Returned to Sender – Australia

If your parcel is returned due to:

  • Incorrect address

  • Failure to collect

  • Delivery refusal

It will be held for up to 90 days.

Re-shipping will only occur once additional shipping costs have been paid. If no response is received within this timeframe following reasonable contact attempts, the order will be considered abandoned.

The Base Layer reserves the right to restock, cancel and/or dispose of abandoned goods.

Returned to Sender – International

If an international parcel is returned due to:

  • Incorrect or incomplete address

  • Failure to collect

  • Unpaid duties or taxes

It will be held for 30 days.

To have the parcel re-sent, customers are responsible for:

  • Re-shipping costs

  • A $20 AUD return processing fee

If no response is received within this period, the order will be considered abandoned.

Customs & Duties

For international orders:

  • All duties, taxes, and customs fees are the responsibility of the customer

  • We do not undervalue items or alter customs declarations

If customs charges are not paid and the parcel is returned, the above return-to-sender conditions will apply.

Faulty or Incorrect Items

Change-of-mind returns are separate from your rights under Australian Consumer Law.

If you believe your item is:

  • Faulty

  • Not as described

  • Not of acceptable quality

Please contact us within 7 days of receiving your order with photos and details so we can assess the issue quickly.

Items that have been worn, washed, misused, or damaged due to incorrect care may not be eligible for a remedy.

Consumer Guarantees (Australian Consumer Law)

Our products come with guarantees that cannot be excluded under 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

  • Have goods repaired or replaced if they fail to be of acceptable quality and the issue does not amount to a major failure.

Nothing in this policy excludes, limits, restricts, or modifies your rights under Australian Consumer Law. 

EU Right of Withdrawal

If you are a customer located in the European Union, you may have a legal right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.

To exercise your right of withdrawal, you can:

  • log in to your customer account and submit a cancellation / return request within 14 days of delivery, or
  • contact us using the 'Contact Us' form with your order details and a clear statement that you wish to withdraw from the purchase

If you exercise your right of withdrawal, you must send the goods back to us without undue delay and no later than 14 days after notifying us of your withdrawal, unless we tell you otherwise.

Returned items should be sent back in a condition that allows them to be inspected. You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. If an item is returned with diminished value because it has been used beyond what is necessary for inspection, we may reduce the refund accordingly where permitted by law.

If you withdraw from an eligible order within the withdrawal period, we will reimburse:

  • the price paid for the returned item(s), and
  • the standard original delivery charge for that order where required by applicable law

Unless otherwise required by law, the cost of returning goods under the EU withdrawal right is the responsibility of the customer.

Refunds will be made to the original payment method within 14 days of receiving the returned goods, or receiving evidence that the goods have been sent back, whichever occurs first.

Exceptions

The EU right of withdrawal may not apply to certain products, including:

  • sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery
  • personalised or custom-made items
  • other items excluded from return under applicable law

How to Start a Return

To request a return, please:

  1. Log in to your customer account via https://shopify.com/58534559824/account 
  2. Select the relevant order
  3. Submit your return or cancellation request
  4. Follow the return instructions provided once approved

If you need help, contact us using the 'Contact Us' form.

Questions?

If you have any questions about sizing, returns or your order, please get in touch at. We’re a small family-run business and we’ll always do our best to help.