At Athlead, we take pride in delivering high-quality, custom-made apparel and merchandise for sporting clubs, schools, and organisations. Because most of our products are decorated or made to order, our returns processes must reflect the nature of custom production. Nothing in this Policy limits your rights under the Australian Consumer Law.
1. Australian Consumer Law (ACL)
Our goods come with guarantees that cannot be excluded under the ACL. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This Policy should be read together with our Terms & Conditions.
2. Non-Returnable Items (Made-to-Order, Customised & Special Items)
Due to the custom nature of our products, we do not accept returns or exchanges for change of mind or change of circumstance on the following:
- Custom-made apparel
- Made-to-order items
- Sublimated garments
- Decorated or personalised products (names, numbers, logos, embroidery, printing)
- Teamwear created specifically for your club, school, or organisation
- Gift cards
- Intimate or sanitary goods
- Clearance or final-sale items
Most Athlead products fall into the categories above.
Please ensure you check sizing carefully before ordering. We strongly recommend using the sizing charts provided, and where applicable, physical size samples supplied to your club/school.
3. Faulty or Defective Items
We stand by the quality of all products supplied. If you believe an item is faulty:
Reporting timeframe
You must notify us within 7 days of receiving the item.
Return timeframe
Faulty or defective items must be returned within 14 days of receiving the item for assessment.
Assessment process
Once received, our team will assess the product and verify the issue. If the fault is confirmed, we will:
- repair the item; or
- replace it with the same product and specifications; or
- provide a refund where a repair or replacement is not reasonable.
Where the fault is due to misuse, wear and tear, or incorrect care/washing, the item will not qualify as faulty.
Return shipping for faults
If the fault is confirmed and was our error, we will cover the reasonable return shipping costs.
4. Customer-Supplied Stock (Decoration Only)
Where you supply your own garments or products for decoration:
- We do not accept responsibility for any damage, defects, or performance issues related to customer-supplied stock.
- If an item is damaged during decoration, only the decoration cost will be refunded, not the value of the underlying garment.
- We reserve the right to reject unsuitable stock before decoration.
This protects both parties where garment quality or fabric construction outside our control impacts production.
5. Order Cancellations After Artwork Approval
Once artwork is approved (including digital mock-ups, production layouts, or sample confirmations), the project enters production.
If you cancel after artwork approval, cancellation fees will apply, including but not limited to:
- artwork setup or revision fees
- embroidery digitising
- pre-press setup
- purchased stock or materials
- freight or restocking charges
- admin and handling time
A breakdown of these fees can be provided upon request.
Once production has commenced, cancellations are no longer possible except as required under the ACL.
6. Colour Variations (Standard Tolerance)
Due to differences between screens, fabrics, inks, dyes, and production methods, minor colour variations are normal in the apparel industry.
A colour variation of up to 10% between:
- digital artwork proofs
- physical samples
- fabric types
- printing methods
- production batches
is not considered a defect.
7. Sizing Variations (Standard Tolerance)
Variations in garment measurements can occur due to fabric behaviour, sublimation, production batches, and manufacturing tolerances.
A sizing deviation of up to 3 cm, or up to 5% of garment dimensions, is considered standard and not a defect.
It is the customer's responsibility to:
- review sizing charts
- attend fitting sessions (if provided)
- request sample garments where available
Sizing selections remain the responsibility of the customer/club.
8. Errors in Approved Artwork or Order Details
If artwork, names, numbers, logos, colours, or product selections were approved by you or your club/school/organisation, then:
- errors that appear on the final product are not considered faults
- remediation or replacement costs are the responsibility of the customer
Approval = confirmation that all details are correct.
9. Items Not Eligible for Return
We cannot accept returns for:
- change of mind on custom or made-to-order items
- garments that have been worn, washed, used, or altered
- goods damaged due to misuse, incorrect care, or improper storage
- items with minor colour/sizing variations within standard tolerances
- items where artwork was approved with an error
- decorated garments where the underlying garment was customer-supplied
Supplier Variability and Production Methods
Athlead may use multiple approved suppliers, factories and production partners (both offshore and local). Supplier selection is at our discretion. Minor variations in colour, sizing, fabrics, stitching, or garment construction between suppliers or production batches are normal and fall within standard industry tolerances. These variations are not considered defects and are not grounds for return, remake, refund or cancellation, except where required under the Australian Consumer Law.
10. Change of Mind Returns (Eligible Products Only)
For eligible non-custom products:
- returns may be accepted within 30 days of purchase
- products must be unused, unworn, unwashed, and in original packaging
- return shipping costs are the customer's responsibility
- refunds for approved returns will be processed back to the original payment method
Gift items may be refunded as store credit.
11. How to Lodge a Return
To initiate a return (faulty or otherwise), please contact us with:
- your order number
- details of the issue
- clear photos (if applicable)
- confirmation of whether the product was custom made
- for clubs/schools, your club name and program
We will provide instructions for sending the item back for assessment.
12. Contact Us
For returns, refunds and quality-related enquiries, please contact:
Hello Co. Pty Ltd trading as Athlead · ABN 55 612 984 102 · Email: accounts@helloco.au · Website: helloco.au