Refund policy

1. Overview

Thanks for shopping with NEVERMODERN. This policy explains your rights when something goes wrong with your order, and the additional flexibility we offer beyond what the law requires.

This policy applies to all purchases made through nevermodern.co. It works alongside our Terms of Service and Privacy Policy.

2. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Among other things, the ACL guarantees that products:

  • are of acceptable quality (safe, durable, free from defects, and acceptable in appearance and finish);
  • match their description on our website;
  • are fit for any purpose we describe; and
  • are supplied with clear title and undisturbed possession.

These rights apply to every product we sell — including items purchased on sale or promotion. Nothing in this policy limits your ACL rights.

3. Faulty, Damaged, or Incorrect Items

3.1 Major failures

If a product has a major failure — for example, it is unsafe, significantly different from its description, can't be used for its normal purpose, or has a defect that a reasonable consumer wouldn't have bought it knowing about — you can choose between:

  • a full refund to your original payment method; or
  • a replacement of the same product (subject to stock availability); or
  • keeping the item and being compensated for the drop in value.

3.2 Minor failures

If a product has a minor failure (for example, a loose thread or a small defect that doesn't significantly affect its use), we will offer to repair or replace the item free of charge within a reasonable time. If we cannot repair or replace it within a reasonable time, you will be entitled to a refund.

3.3 What we cover

For faulty, damaged, or incorrect items, we will also cover:

  • Return postage — we will provide a prepaid return label or reimburse you for reasonable return shipping costs.
  • Original delivery fees — refunded as part of a major-failure refund.

We will not charge any restocking, handling, or admin fee for items returned because they failed a consumer guarantee.

3.4 How to make a claim

Email us at contact@nevermodern.co within a reasonable time of identifying the issue, including:

  • your order number;
  • a description of the issue;
  • clear photos of the defect or damage; and
  • the item still in its current condition (don't wash, alter, or repair it before contacting us).

We aim to respond within 2 business days and resolve straightforward claims within 7–10 business days.

4. Change-of-Mind Returns

We do not currently offer change-of-mind returns. If you receive your order and decide you no longer want the item, we are unable to accept the return for a refund, exchange, or store credit unless the item fails a consumer guarantee (see Sections 2 and 3 above).

This does not affect your rights under the Australian Consumer Law. If a product is faulty, damaged, doesn't match its description, or otherwise fails a consumer guarantee, the remedies in Section 3 apply in full.

We encourage you to review the product details and size guide carefully before purchasing, and to contact us at contact@nevermodern.co with any questions before placing your order.

5. Sale and Promotional Items

5.1 Your ACL rights apply in full to sale and promotional items. If a sale item is faulty, doesn't match its description, or otherwise fails a consumer guarantee, Sections 2 and 3 of this policy apply exactly as they do to full-price items.

5.2 Where an item was discounted because of a specific defect (e.g. a "sample sale" with disclosed flaws), the ACL guarantees apply only to faults that were not disclosed at the time of purchase.

6. Shipping Issues

6.1 Items lost in transit

If your order does not arrive within the expected delivery window and tracking does not show it as delivered, contact us at contact@nevermodern.co with your order number. We will investigate with the courier. If the courier confirms the parcel was lost in transit (i.e. before delivery), we will send a replacement or issue a full refund at your choice.

6.2 Items marked as delivered but not received

If tracking shows your order was delivered but you have not received it (for example, suspected theft from your doorstep or a courier error):

  • contact us at contact@nevermodern.co within 7 days of the marked delivery date;
  • we will help you investigate with the courier, including requesting a Proof of Delivery and any photo evidence;
  • where the courier can confirm the parcel was misdelivered or lost (not delivered to the correct address), we will arrange a replacement or refund;
  • where the courier confirms correct delivery to the address provided at checkout but the parcel has been taken from that location, the item is unfortunately not eligible for a free replacement or refund — risk in the goods passed to you on delivery to the nominated address. As a goodwill gesture, we may offer a discounted replacement at our discretion.

We recommend providing a secure delivery address (workplace, parcel locker, or a "leave with neighbour" instruction) for higher-value orders.

6.3 Incorrect delivery address

If you provide an incorrect or incomplete delivery address at checkout and the parcel is returned to us, you will be responsible for the cost of re-shipping. If the parcel is delivered to the address you provided (even if it was the wrong address), we are unable to retrieve it on your behalf.

7. Order Cancellations and Changes

7.1 You may request to cancel or change your order within 2 hours of placing it by emailing contact@nevermodern.co. We'll do our best to action it before the order is processed for dispatch.

7.2 Once an order has been processed or dispatched, we cannot cancel or change it. Please review your order carefully before submitting — we do not offer change-of-mind returns (see Section 4).

7.3 We may cancel an order at our discretion — for example, where the item is out of stock, where there is a pricing error, or where we suspect fraud. If we cancel your order, we will refund you in full to your original payment method.

8. Exclusions

We do not accept returns or exchanges for:

  • Gift cards (these are final sale and cannot be returned for cash);
  • items that have been worn, washed, altered, damaged, or otherwise used after delivery (other than where the defect existed at the time of supply);
  • items returned without prior contact and authorisation (please email us first); and
  • items returned outside the timeframes in this policy.

Nothing in this Section 8 limits your rights under the Australian Consumer Law for faulty or non-conforming goods.

9. Processing Times

  • Refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.
  • Store credit is issued by email, usually within 3 business days of receiving and inspecting the returned item.
  • Replacements are dispatched once the returned item is received and inspected, subject to stock availability.

If you haven't seen your refund within 10 business days of our confirmation email, please contact your bank first and then us at contact@nevermodern.co.

10. Contact Us

For all returns, refunds, and shipping issues:

NEVERMODERN
Email: contact@nevermodern.co
[BUSINESS ADDRESS]

We aim to respond within 2 business days.

11. Your Rights

This policy is in addition to your statutory rights as a consumer. If you believe we have not met our obligations under the Australian Consumer Law, you can contact us directly, or contact the ACCC (https://www.accc.gov.au) or your state or territory consumer protection agency.