Refund policy
Return policy
Because it’s so important to us that you always have an amazing experience with Pound The Rock we would much rather have the opportunity to work with you to help you to choose the perfect garment for you - in every way – the first time! All our products are specifically made to order for every customer. So, if you change your mind about your purchase (buyer’s remorse), if you order wrong sizes, if you provide wrong or inexact addresses, or if an item didn’t turn out as you expected it would, we are unable to offer refunds, but we do however offer store credits in these cases.
We are absolutely committed to making your product right the first time and we love working with our customers to make that happen. So, if you have any questions whatsoever before you place your order, please make sure you reach out to us and we’ll help get you into some clothes that you’ll just love!
If there is something wrong with your order, please let us know by contacting us at info@poundtherock.com.au or by requesting an exchange.
Refunds
Everything we offer is made specifically on an order-by-order basis, which means your order is produced especially for you. And due to this “made to order” nature of our garments, we are only able to offer refunds if you receive wrong or damaged items. If you would like to submit a claim for misprinted/damaged/defective or incorrect items, you’ll need to do so within 30 days after having received your products from us. For packages lost in transit, submit all claims no later than 30 days after the estimated delivery date. Claims deemed to be our error will be covered at our expense.
When approved, refunds are offered as store credits which are applied to your next order. The defective item does not need to be returned to us.
Exchanges
If prior to ordering, you’re unsure which size would fit better, definitely check out our sizing charts – we have one for every item listed on our store on the product description page. If you are still unsure about sizing, jump on and drop us a line via our Chat Box here on our site or shoot us an email at info@poundtherock.com.au To minimize the inconvenience of exchanges please get in touch with our customer success team before ordering and we’ll do everything we can to get you into the right gear straight up!
Sizing Decisions
If in doubt about anything including sizing, jump onto our online chat or drop us an email before placing your order, so we can help you get into the right sizes. Unfortunately, we cannot offer refunds due to incorrect choice of size. We can however offer store credits that can be applied to your next order.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require proof of purchase.
Requesting a refund or exchange
From time to time, mistakes happen. We are a team of humans and we are the first to admit we are not perfect. If you believe there was a mistake or a problem with your order, we are happy to review it. If we deem the mistake was our fault, we will replace the incorrect or damaged item at no cost to you.
Simply Request a refund / exchange and our customer success team will set the process in motion.
Please include the following information so we can review and respond to your request as quickly as possible;
- Let us know your PTR order number.
- Include a brief description of the issue.
All issues must be reported within 30 days of receiving the order for us to review it. Unfortunately, we cannot review possible issues reported after 30 days.
Terms and Conditions
Refunds are offered as store credits applied to a new order from Pound The Rock. Customers are not required to return products when receiving a refund.
Returns to be shipped to:
Pound The Rock Returns
PO Box 203
Ashburton, VIC, 3147
Australia
Misprinted/damaged/defective or incorrect items will be shipped at our expense. Items exchanged for reason of buyers remorse, incorrect size, dissatisfaction with colour or style shall be shipped at customers expense.