Refund policy

Returns & Exchanges Policy

We hope you feel comfortable and confident in your Cotton & Sand pieces. If something is not right, please email hello@cottonandsand.com.au, and we will help.

 

Underwear

For hygiene reasons, we are unable to accept change-of-mind returns or exchanges on underwear, including briefs and boxer shorts. This applies whether or not the item has been opened or tried on.

We know this makes choosing a size harder, so every underwear product page includes a Size Chart showing exactly how each measurement is taken. If you are unsure, email us before ordering, and we will help you choose.

 

Everything else - change of mind

Our other pieces may be returned for change of mind if you contact us within 14 days of delivery. Items must be unworn, unwashed, free from marks and odours, with all original tags attached, and in their original condition and packaging.

Approved change-of-mind returns are refunded to the original payment method. Original delivery charges are not refunded. Customers are responsible for arranging and paying for return postage.

 

Changing to a different size

For non-underwear items, the quickest way is to place a new order for your preferred size and return the original for a refund, within the same 14-day window.

Faulty, damaged or incorrect items — all products, including underwear

If your item arrives faulty, damaged or incorrect, email hello@cottonandsand.com.au as soon as possible, ideally within 7 days of delivery, with your order number and clear photographs.

The 7-day request is to help us resolve things promptly. It does not limit your rights under the Australian Consumer Law.

Depending on the circumstances and your legal rights, we may provide a replacement or refund. Where an item is confirmed faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, Cotton & Sand will cover reasonable return postage.

 

How to request a return

Before sending anything back, email hello@cottonandsand.com.au with your order number, the item and size, the reason for your request, and photographs where relevant.

Please wait for return instructions before posting. Returns sent without prior approval may be delayed or unable to be identified. We recommend using a tracked service - we cannot be responsible for return parcels lost or damaged in transit.

 

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.