Cart is empty Return & Exchange Policy
We want you to feel comfortable choosing Waveford. If something is not right with your order, this policy explains when returns and exchanges can be accepted and how the process works.
At Waveford, we carefully check every order before dispatch. We understand that sometimes a product may not be suitable, so we provide a clear return and exchange process to help customers resolve order-related issues.
The first return or exchange delivery arranged through our customer service process is provided without additional delivery charges. Any further requests will be reviewed individually depending on the circumstances.
Return Eligibility
A return request may be accepted when the following conditions are met:
- The request is made within 30 days after the order has been received.
- The product has not been worn, used, washed or altered.
- The product remains in its original condition with original packaging and included accessories where applicable.
- The item has been tried only for checking size, fitting or appearance in a suitable indoor environment.
- The customer provides relevant order information so we can confirm the purchase details.
Items That Cannot Be Returned
For hygiene, product condition and customer safety reasons, certain items cannot be accepted for return once they no longer meet return requirements.
- Products that have been worn in water activities, swimming, sports or outdoor use.
- Products showing signs of use, washing, stretching, damage or alteration.
- Products without original packaging where the packaging forms part of the product presentation.
- Items returned after the 30-day return period.
- Products damaged due to incorrect care, unsuitable storage or customer handling.
- Items returned without prior contact and confirmation from our customer service team.
Exchange Requests
If you need a different size or wish to exchange an item, please contact us before sending the product back.
- Exchange requests are subject to product availability at the time of processing.
- The original item must meet the return condition requirements.
- A replacement item will be arranged after the returned product has been received and checked.
- If the requested replacement is unavailable, alternative options may be discussed.
Refund Process
Once a returned item arrives and has been inspected, we will confirm whether it meets the return requirements.
- Approved refunds are normally processed within 5 business days after the return inspection has been completed.
- After processing, the time required for the refund to appear may vary depending on the customer’s payment provider and account processing time.
- Customers will receive confirmation once the refund process has been completed.
Refund Amount
When a return is approved, the refund normally covers the value of the eligible returned product.
- Original delivery charges are not separately refunded where no delivery charge was paid by the customer.
- Items that do not meet the return requirements may not qualify for a refund.
- Where only part of an order is returned, the refund will relate only to the eligible returned item(s).
Damaged or Incorrect Items
If your order arrives with an issue, please contact us as soon as possible and provide relevant details about the order and the item condition.
- We will review the information provided and advise on the next steps.
- Customers should avoid using, washing or modifying the item before the review is completed.
- Solutions may include replacement, exchange or other appropriate arrangements depending on the situation.
Customer Responsibilities
To help us process returns efficiently, customers are responsible for:
- Providing accurate order information when contacting us.
- Following the return instructions provided by our customer service team.
- Packaging returned items appropriately to help prevent damage during transport.
- Checking product suitability and care instructions before use.
Important Limitations
While we aim to provide a fair and helpful return experience, we cannot accept responsibility for issues caused by circumstances outside our reasonable control.
Contact Before Returning
Please contact our customer service team before sending any product back. Returns sent without prior communication may take longer to process because we need to confirm the order information and return requirements.