Refund policy
Refund and Returns Policy
Our Commitment: At El Cartel Men, we want you to be satisfied with your purchase. This policy is in addition to your rights under the Australian Consumer Law (ACL).
Australian Consumer Law: Our products 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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Change of Mind Returns: We accept change of mind returns within 30 days of delivery, provided the item is:
- Unused and unworn
- In its original condition and packaging
- Accompanied by proof of purchase
Return shipping costs for change of mind returns are the responsibility of the customer.
Faulty or Incorrect Items: If you receive a faulty, damaged, or incorrect item, contact us within 30 days of delivery at elcartelmen@gmail.com. We will arrange a prepaid return label and offer a full refund, replacement, or exchange at no cost to you.
How to Request a Return: Email elcartelmen@gmail.com with your order number, a description of the issue, and photos where applicable. We will respond within 2 business days.
Refund Processing: Approved refunds are processed to your original payment method within 5–10 business days.
Non-Returnable Items: Items that have been worn, damaged by the customer, or returned outside the 30-day window will not be accepted unless required under the ACL.
Delivery Timeframes: Our products ship from our fulfilment partners. Estimated delivery to Australia is 7–14 business days, and international orders usually take 2–4 weeks. This does not affect your rights under the ACL.