Refund policy
Eligible Returns
We accept returns or exchanges for the following reasons:
- Faulty or damaged items
- Incorrect size
Refunds are only issued if the item is deemed faulty. For incorrect sizes or change-of-mind returns, you'll receive store credit instead. We don't offer refunds or returns for change of mind, for customers who refuse to pay import duties or taxes, or on sale or promotional items.
Items must be returned in new, unworn condition, with all tags attached and in the original packaging. Please be careful when trying garments on — we can't accept items with makeup marks, stains, or the smell of perfume or body odour, and nothing that's been worn, washed, or altered in any way. We reserve the right to deny any return that doesn't meet this criteria; items that don't qualify will be sent back to you at your expense.
Garments should be returned folded in their original packaging, and accessories sent back in a secure mailing bag to help prevent damage in transit. Returns sent in inadequate or non-protective packaging will be refused.
Return Window
Returns must be requested within 5 business days of receiving your item, and the item returned to us within 14 days. We're unable to process a return requested beyond 5 days of receipt.
How to Start a Return or Exchange
Email us at info@project-thirteen.com.au to start your return. We're not liable for items sent to any address other than the one we provide you with.
Once we receive your return, please allow 2-3 business days for processing. We'll email you a credit note once it's done, so please double-check the email address on your order.
Return Shipping Costs
Return shipping is at your own expense and won't be reimbursed by us. We recommend using a tracked postal service, such as Australia Post or DHL, to avoid any issues — if your return doesn't reach us safely, we won't be able to process it.
Exchanges
If you'd like a different size or style, you're welcome to place a new order rather than wait for your return to be processed — though due to the fast turnover of our stock, we can't guarantee your preferred size or style will still be available.
Exchanges requested through a return are processed once we receive the item back, based on stock availability at that time. We can't guarantee availability or reserve stock for you. Once processed, exchanges are shipped back to you free of charge.
Faulty or Damaged Items
All products are quality-checked before dispatch. If you receive a faulty or damaged item, please email info@project-thirteen.com.au with a description of the issue and clear photos showing the fault, and we'll review your case individually.
Claims must be made within 5 days of delivery. Due to the handcrafted nature of our products, minor variations in colour, texture, or finish are normal and not considered defects. We're not liable for damage caused by misuse, wear and tear, or failure to follow care instructions, and items that have already been worn aren't considered faulty. We reserve the right to determine whether an item is defective; approved claims will receive store credit or a replacement where possible, or a full refund if neither is available. Refunds are not guaranteed.
Refused or Unclaimed Shipments
If your shipment is refused or unclaimed and returned to us, you'll be refunded minus the shipping costs and a 20% restocking fee.
Cancelling or Changing an Order
No cancellations or changes can be made once an order has been placed. Once your order has been processed and dispatched, we're unable to change your selected address or any part of the order. If it hasn't been dispatched yet, we may be able to make select changes — please get in touch via our Contact Us page as soon as possible.
