Refund policy

Your satisfaction with our products is very important to us. If something is not right, we will make it right.

Your rights under the Australian Consumer Law

Our goods 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights are not limited by any time period, condition or fee described below. If an item is faulty, damaged or not what you ordered, we cover return shipping and charge no fee of any kind.

Return Product Condition

To return or exchange an item for change of mind, it must be:

1. within 30 days of receiving your order
   
   
2. in the same condition that you received it (this includes without marks, stains, damage, pet fur etc.) 
   
   
3. unworn and unused
   
   
4. with all original labels and tags attached
   
   
5. in its original packaging
   
   
6. supported by proof of purchase receipt from NODE

Exchanges within Australia are free

If you need a different size or colour and you are in Australia, it costs you nothing. We send you the return label and we ship the replacement, both at our expense, provided the item meets the return product condition above.

We hold your size the moment we approve the exchange, so it cannot sell to someone else while your return is on its way.

If the size you want has already sold out before you ask, we will refund you in full instead, with no return shipping fee. Our runs are limited and we do not remake them.

We do not offer exchanges outside Australia yet. If you are ordering from overseas, please choose your size carefully, or return the item for a refund as described below.

Change of Mind Refunds

If you change your mind and would prefer a refund, we will process it to your original payment method, excluding any original shipping fees or promotional discount codes used in the order, and less a $10 AUD return shipping fee.

Defective or Incorrect Items

All NODE products go through quality inspection before shipment. In the unlikely event that you receive a defective or incorrect item, please contact us. We will make it right. The return shipping fee does not apply, any return shipping costs are on us, and none of the change of mind conditions above apply to a faulty item.

Pieces that develop a fault later are covered separately by the NODE Guarantee.

Cancelling an Order

You can cancel your order yourself within 1 hour of placing it. Sign in to your account, open the order, and request a cancellation. After that window your order goes into production, so we cannot guarantee changes or cancellations. Please contact us as soon as possible and we will do what we can.

Return Process

1. Request your return or exchange by signing in to your account, opening the order, and selecting Request return, or by describing what you need via our contact form.
   
   
2. Once your request is approved, we will send you a return shipping label along with instructions on how and where to send your package. After you send the item back, you should not need to do anything else. We will contact you if we need more information.
   
   Note: Please do not send items without first requesting a return, as we cannot guarantee their acceptance.
   
   
3. Please allow 7 days for us to process your return once it has arrived at our facility. 
   
   
4. Once we have received and inspected your return, we will notify you of the outcome. For an exchange, we ship your replacement straight away. For a refund, we send the amount to the original payment method you used within 10 business days. Please contact us if more than 15 business days have passed since your return validation email and you still have not received your refund.

You can always contact us for any return question using our contact form.

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.