Last updated: 24 August 2026

This Returns, Refunds and Disputes Policy forms part of the Terms and Conditions of Circular Clothing Co. (“Circular”, “we”, “us” or “our”).

It applies to purchases made through circularclothingco.com.au and explains how returns, refunds and transaction disputes are handled.

Circular supports two types of orders:

• Circular-managed orders: Items held and fulfilled by Circular or our fulfilment partner. These may include consigned items and inventory owned by Circular.

• Marketplace orders: Items listed and shipped directly by an independent marketplace seller.

Nothing in this Policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

1. Second-Hand Items

Items sold through Circular are generally second-hand and may show signs of previous wear, use, cleaning, alteration or age.

The price, description, photographs, stated condition and disclosed defects should be considered when assessing the condition reasonably expected of an item.

Normal characteristics of a second-hand item do not necessarily mean that the item is faulty or misrepresented.

However, items must still be accurately described and comply with applicable legal requirements.

2. Change-of-Mind Returns

Unless a listing, promotion or separate written policy expressly states otherwise, Circular and independent marketplace sellers do not offer returns or refunds solely because a buyer:

• Changed their mind.

• Selected the wrong size.

• No longer wants the item.

• Found the item or a similar item at a lower price.

• Does not like how the item looks or fits.

This change-of-mind rule does not apply where the item fails to comply with an applicable consumer guarantee or where another legal right to a remedy exists.

If an independent seller voluntarily offers a more flexible change-of-mind policy, the applicable conditions must be clearly stated in the listing and honoured by that seller.

3. When a Buyer May Be Entitled to a Remedy

Depending on the circumstances and applicable law, a return, refund or another remedy may be available where:

• The wrong item was supplied.

• The item is materially different from its description or photographs.

• A significant defect, alteration or damage was not disclosed.

• The stated brand, size, model or material is materially incorrect.

• Measurements are materially inaccurate.

• The item is counterfeit or materially misrepresented as authentic.

• The item is unsafe.

• The item is not of acceptable quality, taking account of its age, price, condition and disclosed defects.

• The parcel was not received.

• Another applicable consumer guarantee has not been met.

The appropriate remedy may depend on whether the problem is major or minor and on the rights available under applicable law.

4. Matters That Do Not Ordinarily Constitute Misrepresentation

Subject to applicable law, the following will not ordinarily mean an item has been misrepresented:

• Wear or defects clearly disclosed in the listing.

• Minor signs of use reasonably consistent with the item’s stated condition.

• Minor measurement variations arising from different measuring methods.

• Minor colour differences caused by lighting, photography or device displays.

• A fit issue where the stated size and measurements were materially accurate.

• Damage caused by the buyer after delivery.

• A buyer’s personal opinion about style, comfort or suitability.

An item may still qualify for a remedy if it has a separate problem that was not disclosed.

5. Reporting an Issue

If there is a problem with an order, contact Circular at hello@circularclothingco.com.au as soon as reasonably possible.

We ask buyers to report visible damage, an incorrect item or an apparent listing discrepancy within 48 hours of delivery where practicable. Reporting promptly helps us preserve evidence and communicate with the seller or carrier.

This requested reporting period does not exclude or limit a right or remedy available under applicable law.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the item and relevant details.

• Photographs of the parcel and packaging where damage occurred in transit.

• Any other information reasonably required to investigate.

Keep the item and its packaging until we confirm whether they need to be returned or inspected.

6. Circular-Managed Orders

For Circular-managed orders, Circular will handle the buyer’s return, refund or dispute request.

Circular may:

• Review the listing, photographs and processing records.

• Request additional photographs or information.

• Arrange a return or provide a return label.

• Inspect the returned item.

• Offer an appropriate repair, replacement, refund or other remedy where applicable.

Because most second-hand items are unique, a replacement may not be reasonably available. Where a replacement is unavailable, another remedy may be provided where required.

The buyer should communicate with Circular rather than attempting to contact the consignor.

Any adjustment between Circular and the consignor will be handled separately under the Consignment Terms and will not reduce the buyer’s applicable rights.

7. Marketplace Orders

For a marketplace order, the independent seller is responsible for the accuracy of the listing and fulfilment of the sale.

Buyers should first contact the independent seller through the Circular platform and provide reasonable information about the issue, including relevant photographs, tracking information or messages.

Where appropriate, Circular may facilitate communication with the independent seller and request evidence from both parties.

Circular may assist by:

• Reviewing the listing, messages, tracking and photographs.

• Asking the seller to respond or provide information.

• Approving or coordinating a return.

• Pausing or adjusting the seller’s payout.

• Refunding the buyer where appropriate and permitted.

• Taking action under the Terms and Conditions.

Where an independent seller is operating as a business, applicable Australian Consumer Law obligations may apply to their sale.

Different consumer-guarantee rules may apply where an item is sold privately by an individual who is not operating as a business. However, all sellers must comply with Circular’s rules against misleading conduct, counterfeit goods and inaccurate listings.

8. Urgent and Serious Issues

A buyer may contact Circular immediately without first attempting to resolve the matter with an independent seller where:

• The item may be unsafe.

• The item may be counterfeit or stolen.

• Fraud, harassment or threatening conduct is suspected.

• The seller cannot be contacted.

• Direct communication would be inappropriate or unsafe.

• The parcel has not been dispatched or delivered.

Circular may restrict an account, pause a payout or remove a listing while a serious matter is investigated.

9. Dispute Resolution Process

Step 1 — Initial Contact

For a marketplace order, the buyer should first contact the independent seller through the Circular platform.

For a Circular-managed order, the buyer should contact Circular directly at hello@circularclothingco.com.au.

The buyer should provide relevant photographs, tracking information, messages and a clear description of the issue.

The buyer may escalate directly to Circular in any of the urgent or serious circumstances listed above.

Step 2 — Escalation to Circular

If a marketplace issue has not been resolved within five business days, the buyer may escalate it to Circular through the Help Centre or by emailing hello@circularclothingco.com.au.

The buyer does not need to wait five business days where the matter is urgent, the seller cannot be contacted or the seller has clearly refused to assist.

Circular may request:

• Photographs or videos of the item and packaging.

• Tracking or delivery information.

• Copies of relevant communications.

• Proof of dispatch.

• Information from the seller, fulfilment partner, carrier or payment provider.

• Return or inspection of the item.

Buyers and sellers must cooperate honestly and provide relevant information within a reasonable period.

Step 3 — Review and Outcome

Circular will review the available information and may:

• Approve or reject a return request.

• Require the item to be returned.

• Provide a replacement where appropriate and reasonably available.

• Issue a full or partial refund where appropriate.

• Pause, adjust, reverse or recover an independent seller’s payout.

• Cancel the transaction.

• Refer the matter to a carrier, payment provider, regulator or law-enforcement authority.

• Take action against an account under the Terms and Conditions.

Refunds will ordinarily be issued to the original payment method.

Circular’s determination concludes its internal dispute process but does not exclude or limit any right a person may have under the Australian Consumer Law or to approach a payment provider, regulator, tribunal or court.

10. Returning an Item

Do not return an item until return instructions have been provided by Circular or, where applicable, agreed through Circular with the independent seller.

Approved returns must ordinarily:

• Be sent to the address specified in the return instructions.

• Use tracked delivery.

• Be securely packaged.

• Include all parts, accessories and packaging reasonably associated with the item.

• Be returned in materially the same condition in which the buyer received it, except for the reported problem.

The buyer must not continue wearing, using, washing, repairing, altering or damaging an item after deciding to seek a return, except where reasonably necessary to inspect it.

A reasonable return timeframe will be specified when the return is approved. The timeframe may be extended where appropriate or required by law.

Failure to return the item after receiving reasonable instructions may delay or affect a refund, subject to applicable consumer rights.

11. Return Shipping Costs

Where a return is approved because an item is faulty, unsafe, counterfeit, incorrect or materially misrepresented:

• Circular will generally provide or reimburse reasonable tracked return shipping for a Circular-managed order.

• The independent seller will generally be responsible for reasonable return shipping for a marketplace order.

Where a discretionary change-of-mind return is offered, the buyer may be responsible for return shipping and any original delivery cost, as disclosed in the applicable conditions.

International return costs, customs charges and duties will be handled according to the reason for the return and applicable law.

12. Inspection of Returned Items

Circular or the independent seller may reasonably inspect a returned item before the matter is finalised.

If the returned item has been worn, used, altered, washed or damaged after delivery in a way unrelated to the reported issue, this may affect the available remedy to the extent permitted by law.

A buyer will not lose a lawful remedy merely because they reasonably inspected the item.

13. Refunds

Approved refunds will ordinarily be issued to the original payment method.

Processing times depend on the payment provider and the buyer’s financial institution. Circular does not control the time taken by a financial institution to display a completed refund.

No restocking fee will be charged where a return or refund is approved because an item is faulty, unsafe, counterfeit, incorrect, materially misrepresented or otherwise fails to meet an applicable consumer guarantee.

Where required or appropriate, a refund may include:

• The item price.

• The original standard delivery cost attributable to the affected item.

• Reasonable return shipping costs.

Any customs duty, foreign transaction charge or fee collected independently by a government, bank, payment provider or other third party may need to be claimed directly from that party unless applicable law requires otherwise.

Store credit will only be provided instead of a monetary refund where:

• The buyer chooses it.

• It forms part of an expressly disclosed discretionary return arrangement.

• It is otherwise permitted by law.

14. Exchanges

Direct exchanges are generally not available because most items are unique.

If another suitable item is available, the buyer may place a separate order.

Nothing in this section prevents Circular from offering a replacement where appropriate and reasonably available.

15. Lost Parcels

If a parcel has not arrived within a reasonable period, contact Circular with your order number and tracking information.

Circular may:

• Review the carrier’s tracking.

• Ask the sender to provide proof of dispatch.

• Contact or require the sender to contact the carrier.

• Request reasonable cooperation from the buyer.

A temporary tracking delay does not automatically mean a parcel is lost.

If an item is confirmed lost or cannot be delivered within a reasonable period, the buyer may be entitled to a refund or, where reasonably available, a replacement.

For a marketplace order, Circular may deduct or recover the refunded amount from the independent seller where permitted under the seller terms.

16. Parcels Marked as Delivered

Where tracking shows a parcel as delivered but the buyer cannot locate it, Circular may consider:

• The carrier’s delivery scan and location information.

• Signature or photographic delivery evidence.

• The delivery address supplied by the buyer.

• Information from the buyer, seller, fulfilment partner and carrier.

• Whether authority to leave applied.

A carrier’s “delivered” scan will be relevant but will not necessarily determine the outcome by itself.

Buyers must cooperate reasonably with any carrier investigation.

17. Items Damaged in Transit

Transit damage should be reported as soon as reasonably possible.

Please provide photographs of:

• The damaged item.

• The internal and external packaging.

• The shipping label.

• Any visible parcel damage.

Do not discard the item or packaging until we confirm whether it is needed for the investigation.

Responsibility for the remedy will be assessed having regard to the transaction type, packaging, tracking, carrier information and applicable law.

18. Marketplace Seller Payout Timing

Marketplace seller payouts are generally released after an order has been successfully completed.

An order is ordinarily considered complete when:

• Carrier tracking confirms delivery.

• Five days have passed since confirmed delivery.

• No active return, refund, dispute, chargeback, fraud or policy concern remains.

Payouts are therefore typically released five days after confirmed delivery, subject to payment-provider processing times.

If an issue is raised during this period, the payout may be delayed until the matter is resolved.

Where automated payouts are unavailable, payment may be processed manually and may take longer.

If a marketplace refund is approved, Circular may deduct, reverse or recover the applicable amount from the independent seller to the extent permitted by the Terms and Conditions and applicable law.

Consignor payouts and adjustments for Circular-managed consigned items are governed by the Consignment Terms.

19. Payment Disputes and Chargebacks

Buyers are encouraged to contact Circular first so that we have a reasonable opportunity to investigate and resolve the issue.

Nothing in this Policy prevents a buyer from exercising rights through a payment provider, consumer regulator, tribunal or court.

Knowingly making a false or misleading chargeback or payment dispute may breach the Terms and Conditions.

Circular may provide transaction, tracking and communication records to a payment provider when responding to a chargeback.

20. Circular’s Review

When reviewing a return or dispute, Circular may consider:

• The item listing and photographs.

• The stated condition and disclosed defects.

• Order and payment records.

• Tracking and delivery information.

• Communications between the parties.

• Photographs or other evidence provided.

• Inspection findings.

• Applicable policies and law.

Circular will aim to reach a fair and reasonable outcome based on the available information.

A decision made through Circular’s internal process does not exclude any right a person may have to approach a payment provider, regulator, tribunal or court.

21. Consumer Rights

Our policies operate in addition to applicable consumer rights.

Where the Australian Consumer Law applies, goods come with guarantees that cannot be excluded. Depending on the circumstances, a buyer may be entitled to a repair, replacement, refund, cancellation or compensation where those guarantees are not met.

Second-hand goods may still be covered by consumer guarantees. What constitutes acceptable quality may take account of the item’s age, price, description, disclosed condition and normal expected use.

22. Contact Us

For return, refund or dispute assistance, contact:

Circular Clothing Co.
Email: hello@circularclothingco.com.au

Please include your order number and relevant photographs or supporting information.