Returns & Refunds Policy
Last updated: 27 March 2026
1. Business Details
PUKE Apparel is an Australian business.
ABN: 57 682 358 256
Address: Amaroo ACT, Australia
Phone: +61 405 674 534
Email: admin@pukeapparel.com
2. Scope
This Returns & Refunds Policy applies to purchases made through the PUKE Apparel website.
This policy operates alongside your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded. Store policies cannot override consumer guarantee rights.
Some PUKE Apparel products, campaign visuals, mockups, and model representations may include AI-assisted design, AI-enhanced imagery, or AI-generated or AI-enhanced model presentations. Where AI is used, it is intended to support creative presentation and does not remove your rights if an item is faulty, misdescribed, or not as represented in a material way.
3. Consumer Guarantee Rights
Under the Australian Consumer Law, consumers may be entitled to a repair, replacement, or refund where goods do not meet consumer guarantees, including where goods are faulty, unsafe, not as described, or not fit for their intended purpose. The remedy depends on whether the failure is major or minor.
If you buy from an Australian-based online seller, you are covered by the consumer guarantees.
4. Change of Mind
We do not accept returns, refunds, or exchanges for change-of-mind purchases.
This includes:
- ordering the wrong size
- ordering the wrong colour
- changing your mind after purchase
- no longer wanting the item
Please review all product descriptions, size information, and images carefully before placing your order. “No refund” wording must not mislead customers about rights they still have under consumer law.
5. Faulty, Damaged, Incorrect, or Misdescribed Items
If your item arrives faulty, damaged, incorrect, or materially different from its description, please contact us as soon as possible at admin@pukeapparel.com.
This includes situations where the product received is materially different from the written description, approved specifications, or the overall representation of the item on the product page.
Please include:
- your order number
- a brief description of the issue
- clear photos showing the issue
- photos of the packaging if freight damage is visible on arrival
Once reviewed, we will provide an appropriate remedy in accordance with applicable law, which may include a repair, replacement, or refund.
6. Product Images, Mockups, and Model Representations
Some product pages and marketing materials may use stylised visuals, AI-assisted imagery, AI-enhanced imagery, digital mockups, or AI-generated or AI-enhanced model representations for display purposes.
These images are intended to help show design placement, styling, and overall presentation. Minor variations in screen display, lighting, print placement, garment drape, or model appearance may occur and do not automatically mean a product is faulty.
However, if the item you receive is materially different from the product description or overall representation in a way that would affect a reasonable customer’s purchase decision, please contact us and we will assess the issue in accordance with applicable law.
7. Freight Damage and Delivery Issues
We use third-party carriers for delivery. However, if your order arrives damaged, incorrect, or not in acceptable condition, please contact us as soon as possible with your order number and photos.
Where goods arrive damaged in transit or do not arrive in the condition they should, we will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Your rights are against the seller you purchased from.
Delivery services may be performed by third parties, but that does not remove any rights or remedies that may apply against PUKE Apparel as the seller.
8. Return Approval
All returns must be approved by PUKE Apparel before they are sent back.
Returns sent without prior approval may not be accepted.
9. Return Postage
The customer is responsible for returning the item to us where the item can be posted or easily returned.
If we confirm that the item has a fault or otherwise does not meet applicable consumer guarantees, we will reimburse the customer for any reasonable return postage or transport costs already paid, or we will provide return instructions. Customers should keep their postage receipt so reimbursement can be assessed.
If, after inspection, we determine that the item does not have a fault or other consumer guarantee issue, the customer may be responsible for any return, collection, or inspection costs, where permitted by law.
10. International Customers
If you purchase from outside Australia, you may also have rights under the consumer laws that apply in your country or place of delivery. Nothing in this policy excludes any rights or remedies that cannot lawfully be excluded under applicable law.
For international returns, unless required by applicable law, customers are responsible for:
- return postage and transport costs
- customs documentation
- duties, taxes, VAT, brokerage fees, or similar charges associated with sending the item back
If an item is confirmed to be faulty, damaged, incorrect, or materially different from its description, we will provide an appropriate remedy in accordance with applicable law, which may include reimbursement of reasonable return postage costs where required.
11. Condition of Returned Items
Where a return is approved, items should be returned in a condition reasonably suitable for inspection.
Where applicable, items should be:
- unworn and unused
- unwashed
- in original condition
- returned with original tags and packaging where possible
This does not limit any rights you may have where goods fail to meet consumer guarantees.
12. Refund Processing
If a refund is approved, it will be issued to the original payment method.
Refunds are usually processed within 14 business days after the returned item has been received and assessed.
Original shipping charges are not refundable unless required by law.
13. How to Request a Return
To request a return, email admin@pukeapparel.com and include:
- your order number
- the reason for the return
- clear photos if the item is faulty, damaged, incorrect, or misdescribed
- photos of the outer packaging if the issue appears to be freight-related
We will then provide the next steps.