Refund policy
Refunds for Faulty or Incorrect Items
If you believe your item is faulty or incorrect:
1. Contact us at contact@pulltheplugpatches.com
2. Include your order number
3. Provide clear photos of the issue
We will assess the issue in accordance with the Australian Consumer Law and advise the appropriate remedy.
Where required by law:
• We will cover reasonable return shipping costs
• We will refund original shipping costs
• Refunds will be issued via your original payment method.
Incorrect Items
If you receive an incorrect item due to a fulfilment error, please contact us within 7 days of delivery so we can resolve the issue as quickly as possible.
Incorrect items must be returned in their original packaging, and must be in unworn, unwashed, and fragrance-free condition before a replacement can be issued. Once the incorrect item is received back and inspected, we will send the correct item or arrange a refund if the item is no longer available.
Return shipping costs for incorrectly sent items will be reimbursed upon receipt of a valid postage receipt and tracking number. Reimbursement for shipping will only occur if the item is unwashed, unworn, and in the original packaging.
Items returned that show signs of wear, washing, or use will not be eligible for replacement or refund.
Incorrect or mixed-up orders must be returned within 30 days of the resolution being issued. No refunds will be offered after 30 days.
Change of Mind
We do not offer automatic refunds for change of mind.
This includes:
• Incorrect size selected
• Accidental purchase
• No longer wanting the item
• Delays that fall within the stated estimated timeframe
Change-of-mind cancellations are handled under the Cancellation Policy below.
Order Cancellations & Cancellation Fees
Important
Cancellation fees never apply where you are entitled to a remedy under the Australian Consumer Law.
They apply only to change-of-mind cancellations.
Before Processing or Production
If your order has not yet entered processing, packing, or production, cancellation may be approved.
Approved cancellations are subject to a 20% cancellation fee.
This fee reflects genuine, non-recoverable costs including:
• Shopify, PayPal, and credit card transaction fees
• Administrative labour and accounting time
• Inventory allocation
• Licensing allocation commitments
This is not a penalty. It is recovery of real costs already incurred.
After Processing Has Begun
Once an order has entered processing or packing, cancellation may be declined.
If cancellation is approved at this stage, a 20% cancellation fee applies and additional committed fulfilment costs may be deducted where applicable.
Preorders
Preorders are customer-funded production runs.
They are not speculative stock.
Once the preorder window closes and quantities are submitted to our licensed manufacturing partners:
• Production numbers are locked
• Licensing obligations are committed
• Manufacturing costs are incurred
At this stage, cancellations are generally not permitted.
If approved in exceptional circumstances, a cancellation fee of up to 20% (or higher where committed costs exceed this amount) may apply to reflect genuine manufacturing and licensing expenses.
If you are unsure about sizing, timing, or commitment, we strongly recommend purchasing in-stock items only.
Return To Sender (RTS)
If an order is returned to us due to:
• Incorrect or incomplete address
• Refusal of delivery
• Failure to collect
• Non-payment of customs or duties
We can either:
• Reship the order once new shipping is paid, or
• Issue a refund less original shipping costs and any return shipping fees incurred.
Where applicable, change-of-mind cancellation fees (20%) will also apply.
We are not responsible for carrier delays or customs refusal.
Shipping Costs & Refund Processing
• Refunds are issued to your original payment method
• Please allow up to 10 business days for processing
• Original shipping costs are refunded only where required under Australian Consumer Law
• Return shipping for change-of-mind cancellations is the responsibility of the customer
Clear Expectations
We operate limited, licensed production runs.
We commit to artists and licensors based on confirmed customer demand.
Our policies reflect that reality.
If flexibility is important to you, please purchase in-stock items only.
Why We Operate This Way
Pull The Plug Patches is not a mass retailer. Every product we release is:
• Licensed — produced in collaboration with artists and rights holders
• Limited — created in small, controlled quantities to maintain exclusivity
• Customer-funded — preorders and payments allow us to make high-quality, official merchandise
Because of this, we cannot absorb arbitrary cancellations or overproduction costs.
Our policies are designed to:
• Ensure artists and licensors are properly compensated
• Maintain quality and authenticity for collectors
• Avoid wasteful overproduction
• Keep our community stocked with merchandise that is rare, official, and worth collecting
When you purchase from us, you are supporting official licensed merch, not mass-produced knock-offs. That means commitment matters, and we run our business transparently and responsibly.
Your Rights Under Australian Consumer Law
All products sold by Pull The Plug Patches come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product:
• is faulty or defective
• is unsafe
• is not as described
• does not match a sample
• is not fit for its intended purpose
you are entitled to a remedy.
If the failure is major, you are entitled to choose a refund or replacement.
If the failure is minor, we may offer a repair or replacement within a reasonable time.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.