Returns and Refund Policy

Returns & Exchanges

We want you to love what you ordered. If something isn’t right, here’s how it works.

We accept returns for:

• Items that arrive faulty or damaged.
• Items that aren’t as described.
• Items we sent in a different size, style, colour, or quantity from what was ordered.

Return conditions

Contact us within 14 days of receiving your order. Items must be unworn, unwashed, and have all original tags attached.

We don’t accept returns for items that have been worn, washed, or had their tags removed, except where required under Australian Consumer Law.

How to start a return

Email info@ontr.com.au with your order number.

If the item is faulty or damaged, please include a photo. We’ll review your request and confirm the next steps.

Exchanges

Exchanges are only available where ONTR sent the wrong item or size, or where there is an eligible product issue. Exchanges are subject to stock availability.

Shipping costs

Change-of-mind returns are not accepted, so customers can’t return an item at their own expense for a refund or exchange.

If an item is faulty, damaged, isn’t as described, or we sent the wrong item, size, style, colour, or quantity, ONTR will cover reasonable return shipping costs. Please contact us before sending the item back so we can provide the correct instructions.

Any refunds will be handled in accordance with Australian Consumer Law.