Returns and Shipping Policy
Returns
Our Commitment to Fair and Honest Returns
As a small business, we take our returns policy very seriously. Every item that comes back to us must be in perfect, re-saleable condition so it can be added back into stock for another customer.
To be accepted for return, items must be:
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Unworn, unwashed, and in original packaging with tags attached
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Completely free of body odour, perfume, deodorant, washing powder, or fragrance
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Free from make-up, tan, glitter, or pet hair
These standards ensure fairness for all customers as every Agnes order should arrive brand new, fresh, and unworn.
If an item is returned showing signs of wear, scent, residue, or pet hair, it will be declined. In cases where there is uncertainty, we reserve the right to send the garment to our laboratory partners for professional testing. This process can detect traces of excessive wear, body sweat, odour compounds, cleaning & cosmeceutical chemicals and pet hair.
This careful process protects the integrity of our brand and ensures that all customers receive the quality they expect from Agnes Athletica.
Agnes Athletica is committed to ensuring your satisfaction with every purchase. Our returns policy allows for returns within 14 days of the purchase date. A ‘returnable’ item is any item that is shipped back (returned) to us for exchange or store credit. Here are the key points:
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Timeline: You have 14 days from the delivery date to return eligible items.
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Condition: Items must be unworn, unwashed, and in their original condition with tags attached to be eligible for return.
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Proof of Purchase: A valid proof of purchase (receipt, order number, or invoice) is required for all returns.
- Note that sale items are NOT eligible to be ‘returned’ for size exchange. Only Store Credit.
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Final sale items can NOT be returned at all. This means no exchange, store credit or refund. Final Sale items are items with a total discount of over 30%.
Return Guidelines:
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We do not offer refunds.
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We offer size exchange on full price items, bundle and first purchase discounts only. If we are out of stock of that item you will receive a store credit instead.
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We offer store credits for returned items, which can be used for future purchases.
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Note that sale items are NOT eligible to be ‘returned’ for size exchange, Store Credit ONLY.
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Final sale items can NOT be returned at all. This means no exchange, store credit or refund.
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Due to hygiene reasons, water bottles are not eligible for return.
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In the instance that you have received a damaged product, we will refund your money in full. You have 7 days to place a return request if you find the item is faulty/damaged upon arrival.
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Sale items purchased with a discount of 30% off or over are deemed FINAL SALE items and are NOT eligible to be returned. This means you can NOT ‘return’ the item to us for refund, store credit or size exchange. Your ‘return request' will be rejected.
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Return Process: To initiate a return please place a return request by following this link - https://87b955-2.myshopify.com/apps/redo/returns-portal/login?referralId=682685ec4a13bba0ebd7cf3a
Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to a manufacturer's defect or an error on our part. If Items are damaged, they will be sent to our lab for testing to find the cause of damage. If you return is approved, please return your item/items to - Agnes Athletica, PO Box 2224, Redcliffe North, Qld 4020.
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Return Processing Time: Once we receive the returned items, please allow 5-7 business days for processing. You'll receive an email notification once the return has been processed.
Please note that this policy is subject to change, and we recommend reviewing our website or contacting customer service for the most current information regarding returns.
Understanding Our Returns App — “Redo”
We use a third-party returns platform called Redo to help make the returns process faster, easier, and more transparent for our customers.
When you opt in to Redo’s $2.98 protection at checkout, this covers:
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Free return shipping for one return per order (if your return is approved),
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Instant access to our easy online returns portal, and
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Tracking and protection for your parcel through the return journey.
Please note that paying for Redo does not qualify an item for a refund as our returns policy states that we do not offer refunds. It simply means that if your return meets our conditions, you’ll have your return shipping costs covered.
It’s also important to understand that the term “return” refers to any item that is sent back to us — including items for exchange or store credit.
All returns are still subject to our Agnes Athletica Returns Policy. This means items must be unworn, unwashed, unmarked, and free from odour or residue to be accepted. If an item does not meet these conditions, it will be declined and returned to you.
Shipping
Shipping Policy
At Agnes Athletica, we aim to deliver your order swiftly and efficiently while ensuring the utmost care in handling your items. Please take note of the following details regarding our shipping policy:
Processing Time:
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Orders are typically processed within 1-3 business days from the date of purchase. This includes order verification, packaging, and dispatch. During busier periods - sales, re-stocks and pre-orders, please allow up to 14 business days processing plus (shipping times)
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Pre Orders are currently 10-40 business days processing time from the date of purchase, plus shipping time.
Shipping Costs:
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Standard shipping on all Aus deliveries are available at checkout $8.99
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Express Shipping on all Aus deliveries are $14.99
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All orders over $200 in Australia receive free standard shipping
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All shipping on International deliveries are subject to location
Delivery Timeframes:
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Estimated delivery times depend on the shipping method chosen and the destination. Standard shipping within Australia typically takes 4 -14 business days, while express shipping may arrive sooner (within 2-5 business days).
Order Tracking:
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Once your order is dispatched, you will receive a confirmation email containing a tracking number. This allows you to monitor the status of your shipment and estimate its delivery date.
International Shipping:
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We currently offer international shipping to select countries. International delivery times may vary based on the destination and local customs processes. Customers are responsible for any customs duties, taxes, or import fees imposed by their country's customs regulations. All return shipping fees are the responsibility of the customer. This includes, returns and exchanges.
Delivery Address:
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Please ensure that your shipping address is accurate and complete to avoid any delays or mis deliveries. Agnes Athletica is not liable for orders lost due to incorrect or incomplete addresses provided by the customer.
Shipping Partners:
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We work with reputable shipping partners to ensure reliable and timely delivery of your orders. However, we cannot be held responsible for unforeseen delays caused by external factors beyond our control, such as weather conditions or postal service interruptions.
Missing or Lost Packages:
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In the rare event of a lost or missing package, please contact our customer service team immediately. We will work with the shipping carrier to investigate and resolve the issue promptly.
Policy Updates:
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Our shipping policy is subject to change without prior notice. Any modifications will be reflected on our website accordingly.
