Refund policy

order number or receipt).

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a trackable service as we cannot issue a refund for items lost in return transit.

2. How to start a return

Email us at info@supportoneside.com with your order number and a short description of why you would like to return the item. Our team will respond within 24 business hours with a Return Merchandise Authorisation (RMA) and the correct return address. Please do not send items back before receiving an RMA as unauthorised returns cannot be processed.

3. Faulty, damaged, or incorrect items

Please inspect your order on arrival and contact us within 7 days of delivery if anything is damaged, defective, or different from what you ordered. Include clear photos and your order number, and we will make it right, usually with a free replacement, repair, or full refund including return shipping if a return is required. This is in addition to your rights under the Australian Consumer Law (see Section 6).

4. Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are processed to your original payment method within 5 business days. Your bank or card issuer may take an additional 3 to 10 business days to post the funds.

5. Exceptions - items that cannot be returned

Items marked Final Sale or Clearance.
Gift cards.
Intimate or hygiene items that have been used (e.g. mouthguards, certain supports).
Items returned without an RMA or more than 30 days after delivery.

6. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or removes those rights.

7. Exchanges

The fastest way to exchange an item is to return the original (per Section 1 or 3) and place a new order for the replacement. This ensures you receive your preferred item without waiting for the return to be processed first.

8. Cancellations

Orders can be cancelled free of charge within 12 hours of being placed. After 12 hours, your order may have already been prepared for dispatch by our warehouse and cannot be guaranteed to be cancelled. If it has shipped, you are welcome to use our standard returns process once it arrives.