We want you to love everything you purchase from Dirt n Dust Merch! However, we know that sometimes things don’t go as planned. So, here’s our policy on returns and refunds.
Refunds & Returns: The Basics
We’ll only offer a refund or replacement if the product is damaged on delivery, and it’s not the recipient’s fault. Here’s how it works:
- Damaged on delivery? No worries—we’ll sort it out. Just let us know as soon as possible!
- Changed your mind? Unfortunately, we don’t offer refunds for change of mind, so please choose carefully.
- Wrong size? If the sizing isn’t quite right for Printify goods, we can’t offer a refund or replacement, as these products are made to order. But check the size guide before ordering to help avoid any issues.
How to Request a Return or Refund
If your product arrives damaged, here’s what you need to do:
- Contact us at team@dirtndustrun.com within 7 days of receiving the item. Include your order number and photos showing the damage. We’ll get back to you ASAP to sort things out.
- For in-stock items: If the item is eligible for a refund or replacement (because it’s damaged), we’ll provide instructions on how to return it. Refunds will be processed once we’ve received and inspected the returned item.
- For Printify items: If a Printify item arrives damaged, we’ll work with Printify to resolve the issue. Please be aware that Printify handles the production and shipping of these goods, so the process may take a bit longer. But don’t worry—we’ll do our best to keep you informed along the way!
Important Details
- Shipping costs: If you’re returning an in-stock item due to damage, we’ll cover the return shipping costs. Otherwise, you’re responsible for the shipping costs.
- Time limits: Refund requests must be made within 7 days of receiving your order, and the item must be returned within 14 days from the refund approval date.
- Eligibility: Items must be in their original packaging and unused (unless they’re damaged). If an item has been used or isn’t in resellable condition, we won’t be able to offer a refund.
Printify Products: Special Considerations
Because our Printify items are made to order (just for you!), we don’t control the production or shipping process. That means:
- We don’t offer refunds or exchanges for wrong sizes, buyer’s remorse, or general dissatisfaction with Printify goods.
- Refunds for damaged goods will only be processed if the product arrives defective or damaged, and it’s not due to handling by the recipient.
- Always double-check the size guides and product descriptions before purchasing Printify items to avoid any hiccups!
Your Rights Under Australian Consumer Law
We operate under Australian Consumer Law, which means your rights to refunds, repairs, and replacements are protected. If a product you’ve purchased is faulty, damaged, or doesn’t do what it’s supposed to, you’re entitled to a refund or replacement.
Please note that we are located in Western Australia, and our policy complies with Western Australian trading laws. You can learn more about your rights under Australian Consumer Law by visiting Australian Consumer Law Website.
Got Questions?
Need help or have a question about a return or refund? Feel free to contact Ben Andrew at team@dirtndustrun.com or Tarnia Hopper from Desk Monkey at hq@deskmonkey.com.au, and we’ll be happy to assist!
