Refund policy

Refund & Return Policy

Last updated: 24 June 2026

At Ftbl Zone, we want you to be happy with your order. Please read our refund and return policy before purchasing.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If your item is faulty, damaged, not as described, or does not meet consumer guarantees, you may be entitled to a repair, replacement, or refund.

Change-of-Mind Returns

We may accept change-of-mind returns within 14 days of delivery.

To be eligible, the item must be:

  • unused, unworn, and unwashed

  • in its original condition

  • in its original packaging where possible

  • returned with proof of purchase

Change-of-mind returns are not guaranteed and must be approved by us before the item is sent back.

Items Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

  • worn or used items

  • washed items

  • items damaged after delivery

  • gift cards

  • items returned without approval

  • items that are not in original condition

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible through our Contact page.

Please include:

  • your order number

  • your name and email

  • a clear description of the issue

  • photos or videos of the item and packaging, if possible

If the item is confirmed to be faulty, damaged, or incorrect, we will help arrange a suitable solution, which may include a replacement, refund, or another remedy depending on the issue.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

For faulty, damaged, or incorrect items, we will work with you to provide a fair solution in line with your consumer rights.

Original shipping fees are generally not refunded for change-of-mind returns.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Exchanges

We may offer exchanges where possible, depending on product availability. If the item you want is unavailable, we may offer a refund or store credit where appropriate.

Size Issues

Please check the product size guide before ordering. If you ordered the wrong size, this is treated as a change-of-mind return and must meet the eligibility requirements above.

If the item received does not match the size or description shown on the product page, please contact us and we will review the issue.

Order Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellations once an order has been processed or shipped.

How to Start a Return

To request a return, contact us through our Contact page with your order details.

Please do not send any items back without contacting us first, as unapproved returns may not be accepted.