Refund policy
At Same Side we want you to love what you ordered. If something isn't right, this policy explains how returns, exchanges, and refunds work.
If you have any questions, contact us at support@sameside.store before starting a return.
Our return window
You have 30 days from the date your order is delivered to request a return.
To be eligible, your item must be:
- In the same condition you received it — unused, unworn, and undamaged
- In its original packaging, with all tags and labels attached
- Accompanied by proof of purchase (order number or receipt)
Items returned outside the 30-day window or not in their original condition may not qualify for a refund.
How to start a return
- Email us at support@sameside.store with your order number and the reason for the return.
- We'll review your request and, if approved, send you return instructions and a return address.
- Pack the item securely and ship it back within 14 days of receiving approval.
Please do not send items back without contacting us first — returns sent without prior approval may not be accepted.
Return shipping costs
- If you're returning for change of mind (wrong size, didn't suit you, etc.), you're responsible for the cost of return shipping. We recommend a tracked service, as we can't be responsible for items lost in transit.
- If the item is faulty, damaged, or we sent the wrong product, we cover the return shipping cost.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved.
If approved:
- Your refund will be processed to your original payment method.
- Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.
- Original shipping charges are non-refundable (unless the return is due to our error).
Exchanges
The fastest way to exchange an item is to return the original (following the steps above) and place a new order for the item you want. This ensures you get the replacement as quickly as possible and before stock runs out.
If you'd prefer a direct exchange, email us and we'll do our best to arrange it subject to availability.
Faulty, damaged, or incorrect items
Please inspect your order on arrival. If your item is defective, damaged, or you received the wrong product, contact us at support@sameside.store within 7 days of delivery with:
- Your order number
- A description of the issue
- Photos of the item and packaging
We'll make it right with a replacement, exchange, or refund.
Non-returnable items
For health, hygiene, and safety reasons, the following generally cannot be returned or refunded once opened or used:
- Personal care and hygiene products (anything worn in or on the body, once used)
- Items marked final sale or clearance
- Gift cards
If you're unsure whether your item qualifies, just ask us before purchasing.
Sale items
Sale or discounted items are refundable on the same terms as regular-priced items, unless marked final sale or clearance.
Late or missing refunds
If you haven't received an approved refund after 10 business days:
- Check your bank account or card statement again.
- Contact your bank or card provider — processing times vary.
- If you've done both and still haven't received it, email us at support@sameside.store and we'll follow up.
If your order never arrives
If your tracking has not updated for an extended period or your order has not arrived within the delivery window shown in our Shipping Policy, contact us at support@sameside.store. We will open an investigation with the carrier, and if your order is confirmed lost in transit or undeliverable, we will send a free replacement or issue a full refund to your original payment method — your choice.
Ways to reach us about a return
You can start a return or ask a question in either of two ways: (1) email us at support@sameside.store, or (2) use the contact form on our Contact page. We usually reply within 1–2 business days.
Your consumer rights
Nothing in this policy limits or replaces any rights you have under applicable consumer protection laws. Where mandatory consumer guarantees apply, those rights take priority over the terms above.
Contact us
Same Side
Email: support@sameside.store
10 Garnet Street, Cooroy QLD 4563, Australia
ABN: 12 917 631 966
