Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at underbrella.au@gmail.com. Please note that returns will need to be sent to the following

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at underbrella.au@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at underbrella.au@gmail.com.

Returns & Refund Policy

UnderBrella

We Got You Covered

Last updated: 1 June 2026

We've Got You Covered

At UnderBrella, your satisfaction is everything. If something isn't right, we'll do everything we can to make it right. This policy outlines your rights and our process for returns, exchanges and refunds.

UnderBrella complies fully with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

As an Australian consumer, you are automatically entitled to a remedy if a product:

Is faulty or defective

Is not of acceptable quality

Does not match the description or images shown

Is unsafe

Is unfit for its intended purpose

These rights cannot be excluded, restricted or modified by anyone — including us.

Change of Mind Returns

We understand that sometimes things just don't work out. We accept change of mind returns under the following conditions:

Return request is made within 14 days of delivery

Item is unused, unworn and in its original condition

Item is in its original packaging with all tags attached

Proof of purchase is provided

Please note:

Return shipping costs for change of mind returns are the responsibility of the customer

Original shipping fees are non-refundable

Items marked as Final Sale are not eligible for change of mind returns

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit or not what you ordered, we sincerely apologise and will make it right immediately.

For faulty, damaged or incorrect items:

We will cover all return shipping costs

You may choose a full refund, exchange or store credit

No questions asked

How to Lodge a Return

Email us at support@underbrella.com.au

Include your order number and reason for return

Attach photos if the item is damaged or faulty

We will respond within 2 business days with return instructions

Please do not send items back without contacting us first.

Refund Process

Once your return is received and inspected, we will notify you of the outcome.

If approved:

Refunds are processed to your original payment method

Processing time: 5–10 business days

Your bank may take additional time to reflect the refund

If not approved:

We will contact you with an explanation

The item will be returned to you at no charge

Exchanges

We are happy to exchange items for a different size, colour or variant where available. Exchanges are subject to stock availability.

To request an exchange, follow the same process as a return and specify what you would like in exchange.

Dropshipped and Third-Party Products

Some products on UnderBrella are sourced from third-party suppliers. These products may have slightly different return timeframes or conditions, which will be clearly stated on the product page.

Regardless of the supplier, UnderBrella will always:

Act as your point of contact for any return or refund request

Ensure your Australian Consumer Law rights are upheld

Handle the process on your behalf

You will never be left to deal with a supplier directly.

Non-Returnable Items

The following items cannot be returned unless faulty:

Perishable goods

Personalised or custom-made items

Intimate apparel and swimwear (for hygiene reasons)

Digital products and downloads

Items marked as Final Sale

Opened beauty and skincare products (unless faulty)

VIP Membership Refunds

VIP and Plus subscription fees are non-refundable once a billing period has commenced

You may cancel your subscription at any time and it will remain active until the end of the current billing period

If you believe you have been charged in error, contact us within 7 days and we will investigate

Late or Missing Refunds

If you have not received your refund after 10 business days:

Check your bank account again

Contact your credit card provider — processing times vary

Contact your bank — there may be a processing delay

If you have done all of the above and still have not received your refund, please contact us at support@underbrella.com.au

Our Brella Keeper team is here to help. We will always do right by you.

UnderBrella Customer Support

📧 support@underbrella.com.au

🌐 underbrella.com.au

Response time: within 2 business days

Monday to Friday, 9am – 5pm AEST

We Got You Covered — always. 🌿

Refund policy

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