TIDAWAVE / CUSTOMER CARE

Return & Refund Policy

Last updated: 18 October 2026

At TidaWave, we want you to shop with confidence. This policy explains voluntary returns, exchanges, refunds and your rights under Australian Consumer Law (ACL).

01. Ready-Made Products

Our voluntary 30-day change-of-mind return policy applies to eligible ready-made products, including cycling accessories, pumps, lights, tools and ready-made cycling apparel.

To request a change-of-mind return:

• Contact us within 30 days of delivery.
• Provide your order number or proof of purchase.
• The item must be unused, undamaged and in resalable condition.
• Clothing must be unworn and unwashed, except for reasonable fitting.
• Include original tags, packaging and accessories where available.
• Wait for return instructions before sending the item.

Customers are responsible for return shipping costs for approved change-of-mind returns. Refunds are issued to the original payment method after the return has been received and assessed.

These voluntary return conditions do not restrict your rights under Australian Consumer Law.

02. Made-to-Order Apparel

Some TidaWave casual rider clothing is produced or printed after an order is placed through our Print on Demand (POD) partners.

We do not generally offer voluntary change-of-mind returns or exchanges for made-to-order apparel, including where:

• The wrong size was selected.
• You change your mind about the design or colour.
• The wrong style was ordered.
• You no longer want the item.

Please check product measurements, descriptions and design previews carefully before ordering.

If an item is faulty, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee, your rights under Australian Consumer Law apply regardless of whether it was made to order.

03. Faulty, Damaged or Incorrect Products

If a product arrives damaged, is faulty, is incorrectly supplied or does not match its description, please contact us.

We will assess the issue and provide the appropriate remedy under Australian Consumer Law.

• Major failure: You may generally choose a refund or replacement, subject to the applicable consumer guarantee rules.
• Minor failure: We may first offer to repair the issue within a reasonable time. If we cannot do so, further remedies may become available.
• Time limits: Consumer guarantee rights are not automatically limited to 30 days after delivery.

We will not require you to deal directly with an overseas supplier to exercise your rights against TidaWave under Australian Consumer Law.

04. How to Request a Return

Please contact our support team before sending any item back.

Include the following information:

• Your order number or proof of purchase.
• The product name.
• A description of the issue or reason for return.
• Photographs where relevant and reasonably available.
• Your preferred resolution.

We will review your request and provide appropriate instructions.

Return addresses may vary depending on the product and fulfilment partner. Please do not send products to an address without confirming the correct return arrangements with us.

05. Return Shipping Costs

Change-of-mind returns: Customers are responsible for the cost of return shipping for approved voluntary returns.

Consumer guarantee claims: Where a product fails to meet an Australian Consumer Law guarantee, reasonable return transport costs will be handled in accordance with the law.

If an item is too large, heavy or difficult to return without significant expense, we will discuss appropriate collection or return arrangements where required by law.

Please keep postage receipts and tracking details where applicable.

06. Refund Processing

For voluntary change-of-mind returns, refunds are processed after the returned item has been received and assessed against the eligibility conditions.

For refunds required under Australian Consumer Law, we will process the appropriate remedy in accordance with your statutory rights.

Approved refunds will generally be issued to the original payment method, unless another arrangement is required by law or agreed with you.

We will notify you when a refund has been processed. The time taken for funds to appear depends on your bank or payment provider.

07. Exchanges

Voluntary change-of-mind exchanges for eligible ready-made products depend on product availability and the conditions described in Section 01.

We do not generally offer voluntary change-of-mind exchanges for made-to-order apparel, including size-selection errors.

These conditions do not affect your right to a repair, replacement, refund or other remedy where required by Australian Consumer Law.

08. Australian Consumer Law

These rights apply to eligible purchases regardless of whether products are fulfilled through dropshipping, third-party suppliers or print-on-demand services.

Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot lawfully be excluded.

09. Contact Us

For returns, refunds, exchanges or product concerns, please contact:

Email: support@tidawave.com.au

Website: tidawave.com.au

For information about delivery, tracking and shipping times, please read our Shipping Policy .