Refund policy
If you are not completely satisfied with your purchase, we will be happy to accept returns on eligible item(s) for a refund or exchange.
Return Eligibiliy
Please read the following carefully to determine if your item qualifies for return:
- We accept returns within 30 days of the delivery date, provided the item is received back at our warehouse within this period.
- Items must be returned in their original condition - unused and unworn, and with all original packaging, swing tags, and any security devices (DNA) still attached. If you no longer have the original packaging, please use packaging that is secure and as protective of the products being returned to us as the original packaging.
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Items that do not meet the above condition will not be accepted for a refund or exchange and will be returned to the customer.
Refunds
- All refunds will be issued via the original payment method within 14 business days of receiving the returned item(s) at our warehouse.
- Please allow additional time once your refund has been processed for your financial institution to complete the refund transaction.
Return Shipping Responsibility
- The purchaser is responsible for all shipping costs associated with returning item(s) back to My Team Shop.
- For exchanges below $150 with a prepaid return label the total is $21.95 (Inc $12 Prepaid label + $9.95 Shipping fee).
- For exchanges below $150 a $9.95 Shipping will be charged to customer (if customer is returning items via their chosen courier).
- In the return portal, the purchaser can choose between a prepaid return label ($12) or shipping their return back with the courier of their choice.
- We accept returns from international customers; however, all shipping costs, including any customs duties or taxes associated with returning the item(s), are the responsibility of the customer.
- We strongly recommend using a tracked and insured postal service, as returned items remain the property and responsibility of the customer until received at our warehouse.
Exchanges
- Please enter your details into the return portal and fill out the relevant information to start your exchange.
- To request an exchange, please use our returns portal. You may exchange your item for the same product in a different size or for a different product; if the new item costs more, you will be charged the difference, and if it costs less, the difference will be refunded.
How to Return an Item(s)
CLICK HERE TO START YOUR RETURN
- Please enter your email and order number into the return portal.
- Fill in all relevant information
- Place the form inside your return parcel to ensure we can process your request as quickly and smoothly as possible.
For international returns:
- If you have an international return, please fill out the form here.
- One you have filled out the form, please place it in side your return parcel so we can process your request.
Faulty, Damaged or Incorrect Items
All products undergo quality checks before dispatch, but if your item arrives damaged, faulty, incorrect, or mis-described, we’ll do everything we can to resolve the issue quickly.
For any faulty, damaged or incorrect items, please fill in your details in the return portal and attach an image with the issue. If you are still having trouble with it, please email hello@myteamshop.com.au with:
- Your order number
- A description of the issue
- Clear photos of the item (if possible)
Our team will respond as soon as possible to guide you through the next steps.
Our returns policy does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, or not as described, you are entitled to a replacement, repair or refund.
Return to Sender / Undeliverable Packages
If an order is returned to us as undeliverable, for example due to an incorrect or incomplete address, an unclaimed package, or a refused delivery, we will notify you by email once it's back in our warehouse. Original shipping charges are non refundable, as this cost is incurred once the carrier attempts delivery.
For domestic (Australian) orders, you may choose to have your order reshipped to a corrected address (a $10 redelivery fee applies, regardless of any free shipping received on the original order) or receive a refund for the value of the items, minus original and return shipping costs.
For international orders, redelivery costs vary by destination and will be calculated at the time of your request based on current carrier rates. We will confirm this cost with you before proceeding with redelivery. Alternatively, you may choose a refund for the value of the items, minus original and return shipping costs.
If we do not hear back from you within 14 days of notification, your order will be cancelled and refunded for the item value only, minus original and return shipping costs.
Please double check your shipping address at checkout, as My Team Shop is not responsible for delays, fees, or non delivery resulting from address errors.
EU Right of Withdrawal
- If you are located in the European Union, you have the right to withdraw from your order within 14 days of receiving your items, without giving any reason. Our standard 30-day return window exceeds this minimum.
- European Union customers have the right to cancel their order before their order has been fulfilled. To exercise this right of withdrawal, log in to your account on the My Account page and submit a cancellation request, or contact us at hello@myteamshop.com.au.
- To return your item, please follow our Returns Portal that will guide you through the process.
- Please note that all items must be unused and unworn, and with all original packaging, swing tags, and any security devices (DNA) still attached, however, customers may inspect goods the same way they would in a shop.
- All shipping costs, including any customs duties or taxes associated with returning the item(s) from the EU, are the responsibility of the customer.
Still need help?
If you have any questions or require assistance, please email our customer service team at hello@myteamshop.com.au and we are happy to assist.
