Change of Mind Policy (Returns & Exchanges)Updated 3 days ago

Overview

30-day return/exchange policy from delivery date. Tech items (such as watches, FORM goggles, headphones, heart rate monitors, recovery boots, etc.) are excluded unless unopened and unconnected in original packaging. Faulty or defective items have a separate process - please read here for warranty claims.

Gift Items: Contact us at purchase for an extended return period.

Australian Returns

Step-by-Step Process:

1. Contact us with your return/exchange request and reason

2. Check condition: Item must be in original packaging with tags attached (send photos if unsure - final decision made upon receipt)

3. Pay return shipping: We'll send a payment link for AU$10 flat rate return label

4. Ship back: Use our provided return label with AusPost

5. Receive refund/credit: Processed once we receive the item back and confirm it's in sellable condition

Exchange Options:

• Reorder online: Place new order separately

• Warehouse visit: Contact us first before visiting our Port Melbourne location. For exchanges, you'll need to place your new order online (selecting local pickup) and pay upfront. Once our team processes your return, you'll receive a refund for the returned item.

NZ & International Returns

Step-by-Step Process:

1. Contact us with your return/exchange request and reason

2. Check condition: Item must be in original packaging with tags attached (send photos if unsure)

3. Pack securely: Include your name and order number somewhere in the parcel

4. Ship to:
   
   Aid Station - Returns
   9/600 Lorimer Street
   Port Melbourne, 3207 VIC
   Australia
   

5. Send us the tracking details so we know it's coming

6. Receive refund/credit: Processed once we receive the item back and confirm it's in sellable condition

⚠️ Note: We're not liable for parcels lost in transit.

Faulty or Damaged Items

Different process applies - follow steps here.

Terms & Conditions for Order changes, Returns & Exchanges

In these terms, we also refer to Aid Station as "our", "we", or "us". And you are you!

6. CHANGES TO YOUR ORDER

6.1. CANCELLATION BY US

We reserve the right to cancel your order for any reason, and will notify you of this as soon as possible. Where payment has already been debited, the full amount will be credited back to your original method of payment.

6.2. CANCELLATION BY YOU

You may cancel your Order up to the time that we confirm your Order in writing to you. Once we confirm your Order, your Order is binding and cannot be changed by you. However, our refunds and exchanges process in clause 6.3 may apply.

6.3. RETURNS AND EXCHANGES

Returns and exchanges of Products will only be accepted if you comply with the provisions of this clause 6.3:

• (a) a Product you have ordered was not received by you solely due to failure by us;

• (b) a Product provided to you was not substantially the same as the Product you ordered as displayed on our Website (subject to reasonable variation as a result of screen display, colour and brightness, and image quality);

• (c) a Product is faulty, in accordance with clause 6.3(b); or

• (d) a Product is returned in accordance with clause 6.3(c).

(b) Faulty products The following process applies to any Product you believe to be faulty.

6.3.1. If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images) within 30 days of receiving your Product. This timeframe doesn't limit your rights under Australian Consumer Law for major failures.

6.3.2. If we determine that your Product may be faulty, we will request that you send the Product back to us for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.

6.3.3. If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.

6.3.4. If we determine that the Product is faulty, you will be credited the full amount paid (including shipping costs) and you may request a replacement or refund. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

6.3.5. If you fail to comply with the provisions of this clause 6 in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.

6.3.6. Nothing in this clause 6 is intended to limit or otherwise affect the operation of any manufacturers' warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.

6.4. YOUR CONSUMER RIGHTS

Under Australian Consumer Law, you have guaranteed rights for goods and services. These include rights to a repair, replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage.

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.

For more information about your consumer rights, visit www.accc.gov.au or call 1300 302 502.

(c) Change of Mind The following process applies to any Product you would like to return a Product due to change of mind.

6.3.7. If you have ordered a Product that you would like to exchange for a different Product or return for a refund due to change of mind, please contact us using the details provided on our Website with your request (including images of the Product, whether you would like a refund or exchange and if applicable, the Product you would like instead) within 30 days of receiving your Product.

6.3.8. We offer exchanges (subject to stock availability) or refunds of products due to change or mind where we determine (at our discretion): the Product is in its original condition, the Product has not been consumed, used, worn, damaged, tampered with, washed or altered, the Product is in its original undamaged packaging with all tags and seals still intact and the Product is not a sale item, custom-made item or a gift voucher.

6.3.9. If we determine on inspection of a returned Product that the Product is not in a condition consistent with clause 6(c)(ii), we will refuse your return and send the Product back to you at your cost.

6.3.10. You acknowledge and agree that you are responsible for the cost of delivery and re-delivery for change of mind returns and exchanges.

6.3.11.  "Returned to Sender Fees"If your order is returned to us as "Returned to sender/RTS" due to:

• (a) incorrect or incomplete address details provided by you; or

• (b) failure to collect your parcel from the post office or courier depot within the required timeframe,

the following fees will apply:

• Australian orders: $15 AUD return processing fee plus original shipping costs will be deducted from any refund. Re-shipping requires an additional $15 AUD fee.

• International orders: Both return to sender processing and re-shipping costs will be equivalent to the original shipping label cost and will be deducted from any refund or charged separately for re-shipping.