THE DOM RETURNS AND REFUND POLICY

This policy applies to orders placed at TheDOM.com (The DOM). The DOM is owned and operated by Brand Collective Pty Ltd (ABN 34 098 742 628) (we, us, our).

We want you to love your purchase. If you change your mind, we offer returns [within Australia] within 30 days of delivery. This applies to full price, sale and promotional items, other than the items listed below as non-returnable. Change of mind returns apply to all items, including items shipped by our brand partners. Use the return label from our Returns Portal, or the return arranged by our Customer Care team for brand partner items, and keep your proof of postage until your refund is processed.

For a change of mind return:

• Start your return in our Returns Portal (or, for items shipped by our brand partners, contact our Customer Care team) within 30 days of delivery;
• Pay the return shipping fee of $11.50;
• Items must be unworn, unused, unwashed and in saleable condition (trying items on indoors is fine);
• Original tags must still be attached;
• Items must be returned in their original packaging, including any shoe box, in its original condition.
• Items marked "Final Sale", jewellery, hair accessories, sunglasses, keyrings and tote bags cannot be returned for change of mind. You can still return them if you are entitled to a remedy under the Australian Consumer Law.

Original delivery charges are not refunded for change of mind returns. A return shipping fee of $11.50 will be charged for all change of mind returns.

If a change of mind return does not meet these conditions, we may decline it and send the item back to you.

This Returns and Refund policy is in addition to, and not instead of, your rights under the Australian Consumer Law. The change of mind conditions above do not apply where you are entitled to a remedy under the Australian Consumer Law. See "Faulty, damaged or incorrect items" below.

HOW DO I RETURN AN ITEM?

1: Returning all items excluding Brand Partners
If you are returning an item that is not a brand partner, you can use our self-serve Returns Portal.
You will need:
Your order number (in your order confirmation email); and
The email address you used to place the order.
The Returns Portal will confirm which items are eligible, generate a prepaid return label and tell you where to send each item. The Returns Portal will not accept items shipped by our brand partners. For those items, contact our Customer Care team (see 2 below).
Click here to start your return.

2: Returning items sold by our brand partners
Some products on The DOM are shipped directly by the brand. These products are marked "Shipped by [Brand Partner]" on the product page, at checkout and in your order confirmation email. These brands ship the product directly to you, and all items must be returned to them. To arrange a return, you will need to contact our Customer Care team, who will liaise with the brand partner to arrange your return. Change of mind returns of these items fall under the same conditions and exclusions above apply. We remain responsible for your return and refund. Faulty, damaged or incorrect items follow the same process as all other items (see below).

BUY NOW PAY LATER (BNPL) RETURNS
Orders paid with a buy now pay later (BNPL) service are returned in the same way as any other order. Once we process your refund, your BNPL provider will adjust your account. This can take up to 5 business days, depending on your provider.

EXCHANGE
We do not offer exchanges. To change size or colour, return the item for a refund and place a new order. If your item is faulty, you may be entitled to a replacement under the Australian Consumer Law (see below).

FAULTY, DAMAGED OR INCORRECT ITEMS – YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

More information about your consumer rights is available from the ACCC here.

If you think your item is faulty, does not match its description, arrived damaged or is the wrong item, start a return in our Returns Portal and select the reason, or contact our Customer Care team here. This process applies to all items, including items shipped by our brand partners (contact our Customer Care team for those items). We may ask for photos or to inspect the item.

The 30 day change of mind period and the change of mind conditions above (including tags, packaging and Final Sale) do not apply to these returns. We will pay the reasonable cost of returning the item to us. If the item cannot be returned without significant cost to you, we will collect it at our cost. If you are entitled to a refund, we will refund the price and the original delivery charge to your original payment method.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
We refund to your original payment method once we, or our brand partner, receive and check your return. We will process your refund within 5 business days of receiving your return. Your bank or card provider may take a few more days to show the funds.

CAN I RETURN MY PURCHASE IN A RETAIL STORE?
No. Online orders can only be returned through our Returns Portal or our Customer Care team. They cannot be returned in store or to any other retailer that sells the brand.

WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT CARD?
If you return an item for change of mind, the amount paid by gift card will be refunded to your gift card or to a new gift card. Gift cards are not redeemable for cash.

WHO GETS REFUNDED IF I RETURN A GIFT?
Change of mind refunds go to the original payment method used by the person who bought the gift. If you received an item as a gift, contact our Customer Care team with the order number and we will help you with the return.

FINAL SALE ITEMS
Items marked "Final Sale" cannot be returned for change of mind. We show the Final Sale marking on the product page and at checkout before you buy. Your rights under the Australian Consumer Law still apply to Final Sale items.

NEW ZEALAND CUSTOMERS
Where you are a consumer for the purposes of the Consumer Guarantees Act 1993 (NZ), nothing in this policy limits or modifies any rights you may have under that Act or the Fair Trading Act 1986 (NZ). The process for faulty, damaged or incorrect items above also applies to New Zealand orders.