28 DAY RETURNS
We hope you love everything that you order from us, but if something isn’t quite right you have 28 days from the day you receive your parcel to return the item to us.
We just ask you return garments in the condition they were sent to you:
- No odours or marks
- Original tags attached
- In its original packaging
If an item does not satisfy the above requirements it will be returned to you.
Please include a copy of the original invoice, if you cannot locate this a note or email chain copy explaining what you would like is sufficient. It's also imperative you make mention of your order number, name or email the order was placed under - otherwise we may not be able to locate the order in our system.
Please consider insured postage and tracking as Deus Ex Machina is not liable for lost return parcels.
RETURNS PROCESS - RETURN CENTRE:
- Visit our returns centre here
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
- Choosing a return label will incur a $12.95 charge which we will separately send with an invoice
Full-priced items can be returned for an online credit (valid for 3 years), an exchange where product is available or a full refund of the item(s) excluding shipping costs.
Sale, discounted & promotional items including flash sale styles can be returned for an online credit (valid 3 years) or an exchange where product is available only if due to change of mind or incorrectly ordered size.
Afterpay full price items can be returned for an online credit (valid 3 years) or a refund if full price. Afterpay purchases cannot be exchanged. Orders placed on sale or during a promotion are only entitled to an online credit.
Exchanges are covered both ways by yourself. An invoice of $12.95 will be sent upon receipt of your item if your original order is below $120 to cover the outbound shipment for domestic orders or applicable fee for international.
Faulty: We ask that a photo of the faulty garment is provided via email along with your name, order number and date of purchase so that we may pass this on to and discuss with our in-house production team.
If the garment is deemed faulty, return freight and replacements (if in stock) will be handled at our expense, or a refund applied. Partial refunds are also an option to cover the cost of repair if you wish to keep the item.
Helmets: Due to safety reasons, all helmets are strictly non-refundable. We highly recommend visiting a local outlet or dealership and correctly measuring your helmet size.
In-Store Purchases & Click & Collect: Please note that our retail stores are on a separate accounting system and we are unable to action returns on orders placed in-store. All store purchases are subject to their store policies which you can view here.
In-Store Drop-Off of Online Orders: Our flagship and retail stores are unable to action online returns. Please leave the parcel with our retail team and we will process separately within a business day, or the following Monday if dropped off on the weekend. Please consider their trading hours of 9AM-4PM and that only our Camperdown store will accept an online return.
Sale, discounted & promotional items - refund for change of mind or incorrectly chosen size. All sale, clearance and promotional purchases are final and are not eligible for refund due to a change of mind or incorrectly selected size. We offer exchange where available, or a credit. Please note all products have specific size guides, and fit guidelines within their descriptions. If unsure, do not hesitate to reach out to us.
ONCE WE RECEIVE YOUR RETURN
● Please follow your tracking details to monitor your return delivery to Deus Ex Machina, as we are not liable should your parcel not arrive.
● Returns are processed within 5 business days of your return being received and are made in the form of the original payment or, exchange or online credit this is case/order dependent.
● If you opt for online credit, this credit will be made available to you in the form of a gift card. Please note, store credit cannot be refunded at a later date nor can it be used instore.
● If you paid via card, funds take 5-7 business days to securely process.
● If you paid via AfterPay you will receive an email from AfterPay outlining your account amendment. If you encounter further complications with AfterPay you will need to contact them as Deus Ex Machina is not liable in regards to AfterPay disputes.
● You will receive a courtesy or automated email update from Deus Ex Machina as soon as your refund has been initiated.
PROBLEMS OR QUESTIONS
Queries relating to the Returns Policy, or any problems or complaints may be directed to our customer service team via email: email@example.com or phone: (+61-2) 8594-2810 (hours include 7:30am to 5pm AEST from Monday to Friday).