Refund policy
Returns & Refunds Policy
We want you to love your RAVEPACK gear. If something isn't right, here's exactly how returns and refunds work.
1. Order cancellations
Orders are sent to our fulfilment team straight after checkout, so we're unable to cancel or refund an order once it's been placed.
If you change your mind, you're welcome to return your item once it arrives. See Change-of-mind returns below.
The only exception: if we can't send your order (for example, an item has sold out), we'll let you know and give you a full refund.
2. Change-of-mind returns
You have 30 days from delivery to return an item.
To be eligible, the item must be:
- Unused and unworn
- In its original condition and packaging, with tags attached
We can't accept change-of-mind returns on:
- Ravesoles™ insoles that have been trimmed or worn (for hygiene reasons)
- Items damaged after delivery
- Items returned without contacting us first
A $9.99 restocking and handling fee applies to approved change-of-mind returns. This fee is calculated and deducted from the refund.
3. Return shipping costs
- You are responsible for paying return shipping costs on all change-of-mind returns.
- Original shipping costs and Shipping Protection fees are non-refundable.
- We recommend a tracked postage service, because we can't refund returns that are lost in transit.
4. How to return an item
- Email us at support@ravepack.com.au with your order number and the item you'd like to return.
- Wait for our reply. We'll send return instructions and the return address. Please don't send items back without contacting us first, because unannounced returns can't be processed.
- Send the item back at your own cost and email us the tracking number.
5. Refunds
- Refunds are only processed once your return has arrived at our warehouse and been inspected.
- Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to show it.
- If your return doesn't meet the conditions above, we'll let you know and send it back to you at your cost.
6. Exchanges
We don't do direct exchanges. To swap a colour or style, return your item following the steps above and place a new order for the one you want.
7. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or not as described, or you received the wrong item:
- Email support@ravepack.com.au as soon as possible with your order number and photos of the issue.
- We'll arrange a replacement, repair or refund in line with your rights under Australian Consumer Law.
- We cover return shipping for faulty, damaged or incorrect items. In some cases you won't need to send the item back at all.
8. Lost or undelivered orders
If your order hasn't arrived within the estimated delivery time, or tracking hasn't updated for 10 business days, contact us. We'll investigate with the carrier and either reship your order or refund you.
If you bought Shipping Protection at checkout, we'll reship or refund straight away. You won't need to wait for the carrier to finish investigating.
9. Incorrect addresses and unclaimed parcels
Please double-check your shipping address at checkout.
We aren't responsible for orders sent to an incorrect address entered by the customer. If an order is returned to us because the address was wrong, or the parcel was refused or not collected, we can reship it once you've paid the shipping again.
10. Your rights under 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.
Nothing in this policy limits your rights under the Australian Consumer Law or any other law that applies to you.
11. Contact us
Got a question about a return or refund? Email us at support@ravepack.com.au and we'll get back to you within 1–2 business days.
Please reach out to us before contacting your bank. Most issues can be sorted quickly.