FREQUENTLY ASKED QUESTIONS

• What is your latest Returns Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.

  
  We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 
  
  Important to note: Please note that orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. 
  
  Please note for hygiene reasons, we are unable to offer returns or exchanges for the below items unless there is a genuine manufacturing fault for which we will offer a full refund online.
  
  What can't I return or exchange for change of mind?

  • Drink Bottles
  • Yoga Matt
  • Mouthguard
  • Swimming goggles
  • Swimwear
  • Swimming caps
  • Sweatbands
  • Face masks
  • Underwear
  • Fitness hardware (Resistance bands/foam rollers)

  3 CONDITIONS FOR A SUCCESSFUL RETURN

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition*

  Do not attach return labels directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please use either the original postage bag or an inside out plastic shopping bag. *
  *We reserve the right to reject any returns that do not meet these requirements.
  
  

  RETURN OPTIONS

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	No refund available. Exchange available for size only.	Refund available. No exchanges

  Online conditions:

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or in-store. 

  Cost of returns

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  

  Refunds

  Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

   

  Faulty items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please refer to our Online Faulty Assessment process here.

   

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• Can I return or exchange my items?

  Changed your mind or ordered the wrong size?

  We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 30 days of purchase, as long as they meet our Returns Policy.
  
  For online purchases, please check out our Online Returns Policy.

  For in-store purchases, please check out our In-store Returns Policy.

   

  Please note that orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.

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• Can I return a PayPal order in-store?

  Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

  If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

  PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

  Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.
  
  Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

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• Do your flotation devices meet mandatory standards?

   Please reach out to our PIVOT Team Players here to find out more about our flotation devices. 

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• The item I'm hoping to buy has sold out?

  If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

  We recommend giving our PIVOT Team Players a call on 1800 950 560. Hit option 1 once prompted.
  
  Our team will be able to look into stock levels for you and even suggest a similar style.

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