Exchanges & Returns

Refund Policy

 

Thank you for your purchase at GetShape!

We strive to offer high-quality products and excellent customer service. If, for any reason, you are not completely satisfied with your purchase, we aim to make the return or refund process as simple as possible. Please read our refund policy carefully before returning any items.

 

1. Eligibility for Refunds

 

We accept returns and provide refunds under the following conditions:

• You must contact us within 30 days of receiving your order to request a return.

• The item must be unused, in its original packaging, and in new, resalable condition.

• Due to the nature of our product, all returned items must be in their original, unopened packaging to qualify for a refund. We cannot accept returns for items that have been washed, damaged, or used.

• Custom or personalized orders (if applicable) are non-refundable unless they are damaged or defective upon receipt.

 

2. Non-Refundable Items

 

The following items cannot be returned or refunded:

• Gift cards

• Sale or discounted items (unless damaged or defective)

• Opened or used underwear (for hygiene reasons)

• Custom or personalized products

 

3. How to Request a Refund

 

Follow these steps to request a refund or return:

1. Contact our customer service team at service@getshape.com.au with your order number and reason for the return.

2. Once your return request is approved, we will provide you with a Return Authorization Number (RAN) and instructions on how to return the item.

3. Pack the item securely and ensure it is returned in its original condition, including all labels, tags, and packaging.

4. You are responsible for return shipping costs unless the return is due to a defective or incorrectly shipped item.

 

4. Return Shipping

 

Return shipping costs are the customer’s responsibility, except in cases where the item received is damaged or incorrect.

We recommend using a trackable shipping service or purchasing shipping insurance when returning an item, as we cannot guarantee that we will receive your returned item.

Please retain proof of return shipment for your records.

 

5. Refund Processing

 

Once your return is received and inspected:

• We will notify you via email within 5 business days of receiving the item.

• If your return is approved, the refund will be processed to your original payment method. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your payment provider.

• If your return is not approved (e.g., the item is used or not in resalable condition), we will notify you and return the item to you at your expense.

 

6. Damaged or Defective Items

 

If your item arrives damaged or defective, please contact us within 7 days of receipt. We will provide a prepaid return label and offer you a full refund or replacement, including shipping costs.

Please include photos of the damaged or defective item with your return request.

 

7. Exchanges

 

Currently, we do not offer direct exchanges. If you wish to purchase a different product, please return the original item and place a new order.

 

8. Cancellations

 

You may cancel your order within 24 hours of placing it by contacting us at service@getshape.com.au. If your order has already been processed or shipped, you may need to follow the return process as described above.

 

9. Contact Us

 

If you have any questions or concerns about our refund policy or your order, please don’t hesitate to contact us:

• Email: service@getshape.com.au

 

By making a purchase at GetShape, you acknowledge that you have read and agree to this refund policy.

 

Thank you for your understanding, and we value your business!