Exchange & Refunds
Returns Policy
At SthdUp, we believe in providing exceptional products and service that meet your needs. We understand that sometimes you may need to make a change, which is why we offer a returns policy focused on exchanges and credit notes as we do not offer refunds for change of mind or incorrect sizing on your purchases.
We want to ensure your complete satisfaction, and we're here to guide you through the process. Please take a moment to review our friendly returns policy:
Eligibility for Exchanges and Credit Notes:
- You have 7 days (Domestic - Australia) / 14 days (International) from the date you’ve received your order to initiate a return for exchange or credit note.
- To be eligible, the item must be unused, unwashed, in its original packaging with swing tags attached, and in resalable condition.
- Please provide proof of purchase, such as your order confirmation number.
- The cost of return shipping is at the customers expense.
Exchanges:
- If you'd like to exchange an item for a different size, color, or model, we're here to assist you. Simply get in touch with our customer service team via our email at Sthdup@kaycorporation.com.au.
- The exchanged item should be of equal or lesser value. If the desired item should exceed the original purchase value, you may need to cover the price difference. If the item is of a lesser value, the remaining amount will be noted as a credit.
- The cost of return shipping is at the customers expense.
Credit Notes:
- If an exchange doesn't suit your needs, we're pleased to offer you a credit note. This credit can be applied towards a future purchase.
- The credit note will be issued for the original purchase amount excluding shipping fees.
- Enjoy the flexibility of using your credit note whenever you desire as it has no expiry date from the date of issue.
Exceptions:
- Please note that sale items are final and cannot be returned or exchanged, unless they arrive defective or damaged.
- We do not provide return/refunds for items that have been damaged or altered due to incorrect washing use.
Return Process:
- To initiate a return, please reach out to our friendly customer service team within the eligible return period at Sthdup@kaycorporation.com.au.
- Our team will walk you through the return process and provide any necessary instructions for shipping the item back to us (if applicable).
- Please note that return shipping costs are generally the responsibility of the customer, unless the item is defective or there was an error on our part.
- Our team will inspect the returns before sending out the credit note/voucher. If we find the item to be in an unsuitable condition. We reserve the right to refuse the return and will have it sent back to on the customers expense. Our team will contact you if this is the case.
- We do not accept responsibility for items that are lost or damaged in the mail, we recommend that you keep a copy of the tracking number, as a proof of your order in case you need to contact the post office.
Damaged or Defective Items:
- If, by any chance, you receive a damaged or defective item, please contact our customer service team immediately at Sthdup@kaycorporation.com.au. We will arrange for a replacement or provide further instructions based on your specific situation.
By choosing StxhdUp, you acknowledge and accept these terms and conditions regarding our returns policy.
If you have any questions or need further assistance, please feel free to reach out to our warm and helpful customer service team. We're here to support you and ensure your experience with our products and services is nothing short of wonderful.