Returns Policy

Preppy Returns & Faulty Items Policy

1. Faulty Items. Free Returns Within 14 Days

At Preppy, your satisfaction matters. If your order arrives with a manufacturing defect, is significantly different from how it was described or arrives damaged, you’re welcome to return it free of charge within 14 days of delivery.

  • Email hello@wearpreppy.com.au with your order number, a description of the fault, and a clear photo.

  • We'll assess your claim promptly and, if valid, provide a full refund to your original payment method or offer a replacement if you prefer and it’s in stock.

This policy is in addition to your statutory rights under the Australian Consumer Law.

 

2. Change of Mind. No Returns

We do not accept returns or exchanges for:

  • Change of mind

  • Deciding the product doesn’t suit your style

We encourage you to consult our size chart and contact us before purchasing if you have any questions about fit, fabric, or style, we are always here to help.

3. Return Conditions for Faulty Items

To process a faulty return:

  • Items must be in original condition and unworn (except for inspection of the fault).

  • All tags must be attached.

  • Original packaging 

4. Process & Timeline

  1. Submit your faulty item claim within 3 days of delivery via email (include your order number, description, and images).

  2. Once approved, you'll receive prepaid return instructions.

  3. Send the item back using the prepaid label.

  4. Upon receipt, we’ll inspect the item and issue a refund or replacement within 5 - 7 business days.

5. Your Rights Under Australian Law

Even after our 14-day policy period, you may still be entitled to a remedy under the Australian Consumer Law (ACL):

  • Major faults: You can choose a refund or replacement.

  • Minor faults: We may offer a repair, replacement, or refund.

Frequently Asked Questions (FAQ)

Q1: What counts as a faulty item?
A faulty item is one that:

  • Arrives with a manufacturing defect

  • Is damaged in transit

  • Is significantly different from its description on our website

Q2: Can I return an item if it doesn’t fit?
Unfortunately, no. We do not offer returns for change of mind, including incorrect sizing. Please refer to our size guide before purchasing. Please note our socks at the moment are all "one size" and fit Australian adult sizes 6-11au (36eu-41eu)

Q3: How long does it take to get my refund?
Once we receive and inspect your returned faulty item, refunds are processed within 5 business days back to your original payment method.

Q4: Do you offer exchanges?
For faulty items, yes if the product is still in stock, you can choose a replacement instead of a refund

Q5: Who pays for return shipping?
If the item is faulty, Preppy covers the full cost of return shipping. We will provide a prepaid return label.

Q6: What if I notice a fault after 14 days?
Contact us immediately. You may still be entitled to a remedy under Australian Consumer Law even after our 14-day return period.