Arctic Steez Returns, Exchanges, and Warranty Policy

Effective Date: 11 September 2025

Brand: Arctic Steez

ABN: 27 453 646 683

Contact: crew@arcticsteez.com

1. Change of Mind Returns (30 Days)

We offer a 30-day return policy for change of mind, provided the item meets the following conditions:

• The item must be returned within 30 days of the date you received your order.

• The item must be unworn and unused.

• The item must be in its original condition with all original tags still attached.

• You must provide proof of purchase (order number).

Note: For specific terms regarding the cancellation or modification of Subscriptions, Pre-Orders, or Try Before You Buy programs, please refer to our separate Order Types and Cancellation Policy.

1.1. How to Initiate a Return or Exchange

Follow these steps to ensure a smooth return process:

1. Email Support: Send an email to crew@arcticsteez.com with your order number and specify whether you want a refund or an exchange (and for which item).

2. Receive Instructions: We will reply with return instructions and the correct return shipping address.

3. Pack and Ship: Securely pack the item for return, using the original packaging if possible, and mail it back according to our instructions. You are responsible for return shipping costs unless the item is faulty or incorrect.

4. Processing: Once the item is received and inspected, we will process the refund to the original payment method.

2. Quality, Warranty, and Defects

Our products are designed for performance in wet, cold conditions. Unless otherwise stated, shells are uninsulated for modular layering. Waterproof and breathability ratings (e.g., $15k/15k$) and seam sealing specifications are listed on each product page.

If an item is faulty or not as described:

1. Contact us immediately: Email crew@arcticsteez.com with photos of the defect and your order number.

2. Remedies: We will provide a remedy in accordance with the Australian Consumer Law (ACL). Remedies may include repair, replacement, or refund, depending on whether the issue is a major or minor failure.

3. Australian Consumer Law (ACL)

Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.

• Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

• You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Initiating an Exchange (Specific Steps)

If you are dissatisfied with a product and wish to exchange it for a different size or colour:

1. Contact Customer Service: Email crew@arcticsteez.com (or use phone/live chat if available) providing your order details and the specific item and size/colour you wish to receive in exchange.

2. Familiarize Yourself: Please review our time frames and eligibility conditions (Section 1).

3. Packaging and Returning: Securely pack the item and ship it back, following the return instructions we provide.

4. Processing Time: Upon receiving the return, we will inspect the item and process the exchange. We will keep you informed of expected timelines.

5. Receiving Replacement: Once the exchange is processed and the new item is dispatched, we will provide tracking information for your replacement item.