ABN 27 120 678 104
Sales from this webstore are subject to Ace Workwear Pty Ltd Terms and Conditions of Sale.
This policy explains how returns, exchanges, cancellations, shortages, decorated-goods claims, and warranty processes are handled.
1. INCORRECT SUPPLY OR SHORTAGES
If goods have been incorrectly supplied or are found to be faulty, they may be returned for replacement or credit. Ace Workwear reserves the right, at its discretion, to resupply or credit shortages.
1.1 Responsibility When Goods Go to a 3rd Party (e.g. Your Decorator)
If goods are delivered to a third party (such as your embroidery/printing decorator), it is the customer’s responsibility (or their agent’s) to inspect the order before decoration, including:
- Style
- Colour
- Size
- Quantity
1.2 Notification Timeframe
Any discrepancies (incorrect supply, faults, shortages) must be:
- Reported in writing
- Within 48 hours of delivery
1.3 Decorated Goods Where Supply Was Incorrect
If incorrectly supplied goods are decorated before the discrepancy is identified, Ace Workwear will still meet its obligations under the Australian Consumer Law for the garments themselves (e.g., replacement or credit).
However:
- We will not cover decoration costs
- We will not cover consequential losses from third-party processing
- Shortage claims made after decoration do not include decoration reimbursement
2. CANCELLED ORDERS OR INCORRECTLY ORDERED GOODS
2.1 Cancellation After Dispatch
If an order is cancelled after it has been shipped, the customer must cover:
- Return freight
- Restocking fee (see Section 3)
2.2 Cancellation After Packing but Before Dispatch
If an order is cancelled after it has been packed but before dispatch, a restocking fee applies:
- $22.00 including GST OR 10% of the stock item price — whichever is greater
2.3 Incorrectly Ordered Goods (Customer Error)
If goods are incorrectly ordered by the customer:
- They may be returned within 21 business days of delivery
- Return freight is the customer’s responsibility
- A restocking fee applies
- Goods must meet the return conditions in Section 3.3
2.4 Decorated Goods (Customer Error)
Items decorated at the customer’s request cannot be returned, unless faulty under ACL.
This includes:
- Embroidery
- Printing
- Heat pressing
- Alterations
- Customisation
- Personalisation
3. RETURNING GOODS (NON-FAULTY RETURNS)
3.1 Timeframe
All return requests must be submitted within 21 business days of delivery.
3.2 Restocking Fee
The restocking fee is:
- $22.00 including GST OR 10% of the stock item price — whichever is greater
This fee and return freight are deducted from the refund.
3.3 Condition of Returned Goods
To be accepted for return, goods must be:
- Unworn
- Unwashed
- Unused
- Unmarked and undamaged
- In original, saleable condition
- In original packaging
- With all tags, labels, and swing tags attached
- Unopened (where applicable)
Items that do not meet these conditions may be rejected or returned at the customer’s expense.
3.4 Discontinued Stock
Discontinued stock items cannot be returned under any circumstances.
3.5 Return Freight & Tracking
Customers must:
- Pay for all return freight
- Provide tracking details
- Ensure returns arrive at the correct warehouse
Untracked returns are at the customer's risk, and lost returns may not be credited.
4. EXCHANGE POLICY (NON-CUSTOM ITEMS ONLY)
We offer exchanges on eligible items within 21 business days of delivery.
4.1 Customer Pays All Freight Costs
For exchanges:
- Customer pays the freight cost to return the original item; and
- Customer pays the freight cost for the replacement/exchange item to be shipped out.
Shipping charges are not refundable.
4.2 Exchange Conditions
To be eligible for an exchange, goods must meet all return conditions in Section 3.3, including being:
- Unworn
- Unwashed
- Unused
- Undamaged
- In original saleable condition
- In original packaging
- With all tags attached
4.3 Stock Availability
Exchanges depend on stock availability. If the requested size/colour is unavailable:
- An alternative may be offered; OR
- A refund (minus restocking fee) may be provided.
4.4 Restocking Fee Applies
A restocking fee applies to all non-faulty returns and exchanges:
- $22.00 including GST OR 10% of the item value — whichever is greater
4.5 No Exchanges for Custom or Decorated Items
We do not offer exchanges for:
- Embroidered, printed, or personalised garments
- Heat-pressed apparel
- Custom/special-order goods
- Altered or modified garments
Unless faulty under ACL, these items are final sale.
5. FAULTY OR DAMAGED GOODS (AUSTRALIAN CONSUMER LAW)
Customers are entitled to a remedy under the ACL if goods are faulty, damaged, or significantly different from described.
Remedies include:
- Repair
- Replacement
- Refund (for major failures)
If goods were incorrectly supplied and decorated before the error could reasonably be discovered, we will still remedy the garment issue, but decoration costs will not be reimbursed.
6. MANUFACTURER WARRANTY — FOOTWEAR (6 MONTHS)
Some footwear includes a manufacturer’s 6-month warranty for manufacturing defects.
Warranty claims must follow the manufacturer assessment process as described in our Terms of Service.
This warranty does not cover general wear, workplace damage, misuse, or improper care.
7. CUSTOM & DECORATED GOODS — STRICT NO RETURN / NO EXCHANGE POLICY
Custom-decorated goods are final sale.
This includes items that are:
- Embroidered
- Printed
- Heat pressed
- Personalised
- Altered
- Specially ordered
Unless faulty under ACL, these items cannot be returned or exchanged.
8. PAYMENT ACKNOWLEDGEMENT
Payment for any purchase constitutes acceptance of:
- This Returns, Refund & Exchange Policy
- The Ace Workwear Terms of Service
9. AUSTRALIAN CONSUMER LAW (ACL) DISCLOSURE
Nothing in this policy limits your rights under the ACL.
You are entitled to:
- A replacement or refund for major product failures; and
- Repair or replacement for minor faults.
These rights cannot be excluded.
10. CONTACT US
sales@aceworkwear.com.au
1/22 Stennett Rd, Ingleburn NSW 2565
Ace Workwear Pty Ltd (ABN 27 120 678 104)