Refund policy

Refund Policy

PaletTheory is a no-inventory, no-waste brand. Our pieces are produced on demand to minimise overproduction, reduce waste and avoid unnecessary landfill.

Because each order is made with intention, we encourage you to order thoughtfully and check your size, product details and delivery information carefully before placing your order.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other consumer protection laws that apply to you and cannot be excluded by law.

Change of Mind, Incorrect Size or Preference-Based Returns

We do not offer refunds for change of mind, incorrect size selection, or preference-based returns, unless required by law.

Eligible full-price items may be exchanged or returned for store credit in accordance with this policy.

Gift cards are non-refundable, except where required by law.

Exchanges and Store Credit

You may request an exchange or store credit for eligible full-price items within 14 days of delivery.

To be eligible, items must be returned in original condition.

Items must be:

unused, unworn and unwashed;
in original condition;
returned with original tags and packaging intact where applicable;
returned with hygiene liners in place, where applicable; and
free from sweat, makeup, deodorant, fake tan, perfume, stains, odours, marks or signs of wear of any kind.

For hygiene reasons, we reserve the right to deny an exchange or store credit request if the item does not meet these requirements.

Items Not Eligible for Exchange or Store Credit

The following items are not eligible for exchange or store credit, unless required by law:

items marked as final sale;
sale, clearance, sample or second-quality items;
gift cards;
items that have been worn, washed, used or altered;
items returned without tags, packaging or hygiene liners intact, where applicable;
items with sweat, makeup, deodorant, fake tan, perfume, stains, odours, marks or signs of wear; and
items returned outside the eligible return period.

Exchange Process

1. Access the Exchange Portal

Log into your account using the email address used for your purchase.

2. Submit Your Request

Enter your order details and select the reason for your exchange or store credit request.

3. Return Your Item

Follow the return instructions provided.

Once we receive your returned item, we will assess it against the eligibility requirements in this policy. If approved, we will process your exchange or issue store credit.

We reserve the right to reject and return any item that does not meet the eligibility requirements.

Return Shipping

Return shipping costs for exchanges and store credit are the customer’s responsibility.

We strongly recommend using a trackable shipping service, as we are not responsible for returned items that are lost in transit.

Original shipping fees, customs duties, import charges, carrier fees and return shipping costs are non-refundable, unless required by law.

International Exchanges and Returns

Our main return centre is located in Australia.

Customers outside Australia are responsible for international return shipping, customs duties, import taxes and any other charges associated with returning an item.

Some items may be eligible to be returned to a return centre in the USA. Please contact us before proceeding with an international return.

If an international parcel is refused, unclaimed or returned to sender because customs duties, import taxes or local charges were not paid, any refund or store credit will be assessed after the parcel is returned to us. We may deduct original shipping costs, return shipping costs, customs charges, carrier fees and other unrecoverable costs, to the extent permitted by law.

EU and UK Customers

If you are located in the EU or UK, you may have certain cancellation or withdrawal rights for online purchases under local consumer laws.

However, these rights may not apply to goods that are made to your specifications, clearly personalised, produced on demand for your order, or sealed for health or hygiene reasons and unsealed after delivery.

Because PaletTheory products are produced on demand, and because swimwear is a hygiene-sensitive product, change-of-mind cancellations, returns or refunds may not be available once your order has been accepted, production has started, or the item has been unsealed, tried on, worn, washed or handled in a way that makes it unsuitable for resale.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied, not as described, or otherwise fails to meet a consumer guarantee or mandatory consumer protection law.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, has a manufacturing defect, or is not the item you ordered, please contact us at info@palettheory.com as soon as possible, and ideally within 30 days of delivery.

We require clear photo evidence of the defect in order to assess and resolve manufacturing faults. Contacting us within this timeframe helps us process your claim quickly and, where applicable, arrange a replacement, refund or other suitable remedy.

Please include clear photos showing:

the entire item;
the product tag;
the fault, damage or issue; and
the packaging, if the item appears to have been damaged in transit.

If your item is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet a consumer guarantee under Australian Consumer Law or any other applicable mandatory consumer protection law, we will provide a remedy in accordance with your legal rights. Depending on the issue, this may include a repair, replacement, refund, store credit or another appropriate remedy.

Normal wear and tear, damage caused by misuse, incorrect sizing, failure to follow care instructions, or damage that occurs after use is not considered a manufacturing fault.

Colour, Print and Product Variations

We take care to represent our colours, prints and products as accurately as possible. However, colours may vary between screens, devices, lighting conditions and photography.

Our products may use digital or sublimation printing, which can result in slight colour, print or finish variations. Minor colour, print, scale, placement or finish variations are a normal part of the production process and do not necessarily mean the product is faulty.

These variations do not affect the wearability or function of the product, unless the product is materially different from its description or otherwise fails to meet a consumer guarantee under applicable law.

Sizing Advice and Fit Guidance

We provide size guides, fit notes and sizing support to help you choose the best size.

However, fit can vary depending on body shape, measurements, personal preference and how measurements are taken. Any sizing advice we provide is general guidance only and does not guarantee a perfect fit.

Please review the product size guide carefully before placing your order.

Altered or Repaired Items

Items that have been altered, repaired, modified or adjusted by you or a third party are not eligible for exchange or store credit, unless required by law.

If you believe an item is faulty, please contact us before arranging any alteration or repair, as this may affect our ability to assess the issue.