Returns & Exchanges
Last updated: 2/09/26
We want you to be happy with your TLWH order. This policy applies to purchases made directly through www.tlwhproject.com.
Change-of-mind returns
You may request a return or size exchange within 30 days of delivery if the product:
is unworn, unwashed and unused;
is in its original condition, with all tags attached; and
is accompanied by your order number or other proof of purchase.
For approved change-of-mind returns, you may choose an exchange, store credit or refund of the product price. Original delivery charges are not refundable unless required by law. The customer is responsible for return postage for a change-of-mind return or size exchange.
Returns sent without first contacting us may not be accepted. Email [CONTACT EMAIL] with your order number, the product being returned and the outcome you would prefer. We will provide the return instructions and return address.
Exchanges
Exchanges are subject to availability. Because some TLWH releases are limited or made through pre-orders, we cannot guarantee that another size or colour will be available. If the requested replacement is unavailable, we will offer a refund or store credit for an eligible return.
We recommend checking the size guide before ordering.
Products that cannot be returned for change of mind
For hygiene reasons, we do not accept change-of-mind returns of items that have been clearly worn or washed . We also do not accept change-of-mind returns of gift cards or products marked as final sale.
This exclusion does not apply where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Faulty, damaged or incorrect products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, unsafe, significantly different from its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.
Please contact tlwhprojects@gmail.com as soon as reasonably possible and include your order number, a description of the issue and clear photographs where relevant. TLWH will cover reasonable return postage where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.
We may need to inspect the product before confirming the appropriate remedy. Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law.
Refund processing
Once an approved return has been received and assessed, we will notify you. Refunds will be issued to the original payment method. Your bank or payment provider may take additional time to process the refund.
TLWH is not responsible for change-of-mind returns that are lost in transit. We recommend using a tracked postal service and keeping your lodgement receipt.