Refund policy
Last Updated: 12/10/2026
We want every order from Shift Active Co. to meet your expectations. If something isn't right, our straightforward return process makes resolving issues simple.
Australian Consumer Law & Your Rights
At Shift Active Co, we are committed to respecting your rights under the Australian Consumer Law (ACL).
Our products come with consumer guarantees that cannot be excluded under Australian law. If a product is faulty, unsafe, not as described or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the nature of the issue.
For a major failure, you are generally entitled to choose between a refund or replacement. For a minor failure, we are entitled to offer a repair or another appropriate remedy in accordance with Australian Consumer Law.
Our 30-day returns policy applies to eligible change-of-mind returns and is provided in addition to your statutory consumer rights. Your rights under Australian Consumer Law are not limited to 30 days and may continue beyond any manufacturer's warranty.
Where a product fails to meet applicable consumer guarantees, we will assist with the return process and cover or reimburse reasonable return costs where required by law.
Please contact our customer support team with your order details and a description of the issue so we can assist you.
Quick Reference Guide
- Change-of-Mind Return Window: 30 days from delivery
- Restocking Fee: $0.00
- Exchanges: Supported upon request
- Change-of-Mind Eligibility: Unused, in original packaging, with all tags attached.
Order Cancellations
You may request cancellation within 24 hours of purchase by emailing info@shiftactiveco.com with your order number.
Once this 24-hour window passes or the item enters processing, cancellation cannot be guaranteed. Orders that have already shipped cannot be cancelled, but you may initiate a return upon receipt.
30-Day Change-of-Mind Returns
We offer a 30-day return window for eligible change-of-mind purchases, subject to the conditions outlined below.
To qualify for a change-of-mind return, items must be unused, in their original condition and packaging, and accompanied by proof of purchase.
These conditions apply only to voluntary change-of-mind returns. They do not limit or exclude your rights to a remedy for faulty, damaged or incorrectly described products under Australian Consumer Law.
Exchanges (Size, Colour or Preference)
We accept exchange requests within 30 days of delivery for eligible products, including requests for a different size or colour, subject to availability.
To qualify for a voluntary exchange, items must be unused, in their original condition and packaging, and accompanied by proof of purchase.
Customers are responsible for return postage and any additional shipping costs associated with voluntary exchanges. Please contact info@shiftactiveco.com before returning an item so we can confirm availability and provide return instructions.
If your preferred replacement is unavailable, we can arrange an eligible return and refund in accordance with our returns policy.
These conditions apply to voluntary exchanges only and do not limit your rights to a repair, replacement or refund under Australian Consumer Law.
Return Shipping Costs
| Reason for Return | Who Covers Shipping? | Details |
|---|---|---|
| Damaged, Defective, or Incorrect Item | Shift Active Co. | Free returns. We cover all costs to fix our error or carrier damage. |
| Buyer’s Remorse (Fit, preference, wrong size ordered) | Customer | You are responsible for return postage. Original shipping fees are non-refundable. |
Please contact our customer support team before returning any item. We will provide the appropriate return address and instructions. Depending on the product, returns may need to be sent to an Australian or international return facility. For eligible change-of-mind returns, customers are responsible for return postage. For products that fail to meet applicable consumer guarantees, reasonable return costs will be covered or reimbursed where required by Australian Consumer Law.
How to Request a Return
- Submit Your Request: Email info@shiftactiveco.com with your order number and reason for return.
- Pack the Item: Securely package the item for return, including any relevant accessories. Original packaging and tags are required for eligible change-of-mind returns only, not for claims under Australian Consumer Law.
- Ship It Back: Follow the exact mailing instructions provided by our support team via email.
Refunds, Exchanges & Lost Shipments
- Refund Processing: For eligible change-of-mind returns, refunds will be processed following receipt and assessment of the returned item. Refunds required under Australian Consumer Law will be handled in accordance with your statutory rights. Approved refunds will be issued to your original payment method where possible. Please allow up to 7 business days for processing, with additional time potentially required by your financial institution.
- Exchanges: Need a different size or colour? Email info@shiftactiveco.com, and we will walk you through swapping your item quickly.
- Missing Packages: If your order hasn't arrived within the estimated delivery timeframe, please contact us with your order number. We will investigate with our fulfilment partners and shipping carriers and arrange an appropriate resolution, including a replacement or refund where required.
Policy Updates We reserve the right to modify this policy at any time. Updates take effect immediately upon posting to this page.
Contact Information
Store Address: 25 Dyer Street, Alexandra Hills QLD 4161, Australia
Store Email: info@shiftactiveco.com
Store Phone: (07) 3177 6391
Customer Service Hours: Monday-Friday: 9:00AM - 5:00PM (AEST)
We do our best to reply to your email within 1-2 business days.
