Refund policy
Returns & Refunds Policy
Effective Date: 30 June 2026
At On2Crew, we want you to be happy with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returning products purchased through our website.
Nothing in this policy excludes, restricts or limits your rights under the Australian Consumer Law.
Standard Returns
We offer a 30-day return period from the date you receive your order.
To be eligible for a return, your item must:
- Be returned within 30 days of delivery.
- Be unworn, unused and in its original condition.
- Have all original tags attached.
- Be returned in its original packaging where possible.
- Be accompanied by proof of purchase.
Returns that do not meet these requirements may not be accepted.
How to Request a Return
Before returning any item, you must contact us to request a Return Authorisation.
Please email:
If your return is approved, we will provide instructions on how and where to return your item.
Returns sent without prior approval may be refused and returned to the sender.
Return Address
On2Crew
569 Boundary Road
Archerfield QLD 4108
Australia
Return Shipping Costs
Unless your item is faulty, damaged or supplied in error, customers are responsible for the cost of returning products to On2Crew.
If a return is approved due to a manufacturing fault, defective product or an error made by On2Crew, we will arrange an appropriate remedy in accordance with the Australian Consumer Law and, where applicable, reimburse reasonable return postage costs.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive:
- A faulty product
- A damaged product
- An incorrect item
- An item missing from your order
please contact us as soon as possible at online@on2crew.com so we can assess the issue and provide an appropriate resolution.
Photographs may be requested to assist with the assessment of your claim.
Non-Returnable Items
The following products cannot be returned unless required under the Australian Consumer Law:
- Pre-order products (except where covered under our Pre-Order Policy)
- Made-to-order or custom printed products
- Personalised products
- Gift cards
- Clearance or final sale items (unless faulty)
- Perishable goods
- Personal care products
- Hazardous materials, flammable liquids or gases
Some apparel sold by On2Crew is custom printed specifically for your order by our Australian fulfilment partner, Right Lane Media, and is considered a made-to-order product.
Exchanges
We do not offer direct exchanges.
If your item is eligible for return, it must first be approved and returned to us.
Once your return has been accepted, you may place a new order for your preferred item, subject to availability.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval. Your financial institution may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at online@on2crew.com.
Pre-Order Products
Some products sold by On2Crew are offered as pre-order items. By placing a pre-order, you acknowledge and agree to the following terms.
Payment
Full payment is required at the time your pre-order is placed. Your payment secures your order and allows us to commence the manufacturing process.
Manufacturing & Delivery Timeframes
Pre-order products are custom manufactured and are not held in stock.
Estimated production and delivery timeframes are displayed on each product page.
To reduce overall customer wait times, On2Crew may submit orders to the manufacturer individually or in production batches.
Once your order has been submitted to the manufacturer, production has commenced and your order cannot be cancelled or amended.
Estimated delivery timeframes are provided as a guide only and may vary due to:
- Manufacturing schedules
- International shipping
- Customs processing
- Peak production periods
- Events outside our reasonable control
Estimated delivery dates do not form part of the contract of sale.
Changes & Cancellations
Orders may only be cancelled or amended before they have been submitted to the manufacturer.
Once submitted, orders cannot be cancelled, amended or refunded due to:
- Change of mind
- Incorrect size selected
- Change of colour or design
- Delays within the estimated production timeframe
Size Changes After Production Has Commenced
If you request a size change after your order has been submitted to the manufacturer, we are unable to amend the original order.
Where possible, On2Crew may allow you to purchase the new size by placing an additional order with the manufacturer.
Full payment is required for the replacement item before production begins.
The original item remains your responsibility.
Once received, you may:
- Sell the item privately; or
- Request that On2Crew assist in offering the item for sale on your behalf.
Any assistance provided by On2Crew is entirely at our discretion and does not guarantee the item will be sold.
No refund, credit or exchange will be provided for the original pre-order item.
Returns & Refunds for Pre-Order Products
As pre-order items are custom manufactured to customer specifications, they are considered special-order products.
Returns or refunds will only be accepted where:
- The item is faulty or defective.
- The incorrect item was supplied.
- The product does not meet the consumer guarantees under the Australian Consumer Law.
- On2Crew is unable to supply the ordered product.
Returns, refunds or exchanges will not be accepted for:
- Change of mind.
- Incorrect size selection.
- Requests made after production has commenced.
- Delays that fall within the estimated production timeframe.
Nothing in this policy excludes, restricts or limits your rights under the Australian Consumer Law.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
On2Crew
Email: online@on2crew.com
Website: https://www.on2crew.com