Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Order Cancellations Once an order has been placed and entered into production, it cannot be cancelled or modified. As our products are made to order, production begins promptly after purchase. If you believe you've made an error, please contact us at info@ps23.shop immediately and we will do our best to assist before production commences — however, we cannot guarantee cancellations once an order is confirmed.
To start a return, you can contact us at info@ps23.shop
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Sizing Responsibility
PS23 provides a detailed size guide (in cm) on every product page. It is the customer's responsibility to review the size guide before placing an order. Orders placed in the wrong size are not eligible for a refund or exchange. We strongly encourage customers to measure themselves and compare against the size guide prior to purchase. PS23 is not responsible, liable and will not issue a refund for incorrect size ordered by the consumer.
Incorrect or Incomplete Shipping Address. PS23 is not responsible for orders that are lost, delayed, undeliverable, or returned to sender due to an incorrect, incomplete, or undeliverable shipping address provided by the customer at checkout.
If an order is returned to us due to an address error, the customer will be responsible for the cost of reshipping. No refund will be issued for the original order in these circumstances.
Please double-check your shipping address before completing your purchase. Once an order has been placed, we cannot guarantee that address changes can be accommodated.
Others - Below are not eligible for refund/returns
Change of mind after the order has been placed or dispatched. Minor colour variations due to screen display differences or batch production (noted in product descriptions). Items that have been worn, washed, or altered.
Damaged, Defective, or Incorrect Items.
If your order arrives damaged, defective, or with a print error, please contact us within 14 days of delivery at info@ps23.shop with:
- Your order number
- A clear photo of the item and the issue
We will arrange a replacement at no additional cost to you, including covering return postage where required. In cases where a replacement is not possible, we will issue a store credit or, where required under Australian Consumer Law, a refund to your original payment method.
Lost or Stolen Packages. Once an order has been marked as delivered by the carrier, PS23 is not liable for lost or stolen packages. If your tracking shows delivered but you have not received your order, please contact the carrier directly and, if needed, reach out to us and we will do our best to assist.
Australian Consumer Law. Our policy operates in accordance with the Australian Consumer Law (ACL). You are entitled to a remedy if a product has a major fault. This includes a repair, replacement, or refund where the product is significantly different from its description, or fails to be of acceptable quality. Nothing in this policy limits your rights under the ACL.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ps23.shop
Contact Us
For any queries regarding your order, please contact us at info@ps23.shop and we will respond within 2–3 business days.