Frank's RedHot is committed to providing a positive experience for all our customers via our fulfilment partner Sourcey M. Our returns policy applies to all purchases made on our website (Frank’s online store) and is in addition to your statutory rights under the Competition and Consumer Act and similar laws.
When purchasing clothing via our online store, please ensure your correct size is selected. Refer to our sizing chart on each product.
If you believe your goods are faulty, please skip to the “Faulty Goods” section below.
Returns – Australian orders
Clothing items purchased through our online store can be returned within 30 days of purchase date for a refund (excluding shipping charges), provided the following conditions are met:
• the item is a clothing item;
• the item is not a personalised item;
• the item must be unworn, unwashed, unused and in its original condition and packaging
Unfortunately, unless the goods are faulty, we don’t offer refunds on non-clothing items or exchanges on any orders. If you have ordered a clothing item and would like a different size or colour, please return your items and reorder the size or item you would like.
How to return your items
If your items meet the above return conditions, please email email@example.com with the details or your order and we will contact you to arrange your exchange.
Change of mind returns
Unfortunately, unless the goods are faulty, we do not offer refunds on non-clothing items or exchanges on any orders.
If you believe your goods are faulty, please see the “Faulty Goods” section below.
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.
If the goods are faulty, incorrect, wrongly described, damaged or otherwise fail to meet a consumer guarantee, please email us at firstname.lastname@example.org and include the following information:
• the order number;
• clear photograph(s) of the goods; and
• a description of the goods and the fault or damage.
We may require you to return the goods to us. If so, we will send you a prepaid returns label for you to return the goods to us. We may also request further information in order to enable us to process your claim.
If you there is minor problem with the goods, we may choose to give you a free repair instead of a replacement or refund. Where this is a major problem with the goods, you have the right to ask for your choice of a replacement or refund.
Where an item is damaged through your misuse or abnormal use, we will not provide a refund, exchange, or repair.
We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.