Refund policy

Row Mine garments are made in small, finite runs. We want you to keep what you buy — and if it isn't right, we want the return to be simple.

In short

30 days from delivery to request a change-of-mind return.
Items must be unworn, unwashed, undamaged, with all tags and packaging intact.
You pay return postage on change-of-mind returns. We pay on faulty, damaged or incorrect items.
Refunds go back to your original payment method. Original shipping is not refunded on change-of-mind returns.
EU and UK customers: you also have a 14-day right of withdrawal, including a refund of standard delivery — see Section 11.
Nothing in this policy limits your rights under the Australian Consumer Law.

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

These rights apply in addition to — and are not limited by — anything else in this policy. Where any part of this policy conflicts with the Australian Consumer Law, the Australian Consumer Law prevails.

A major failure is where the item is significantly different from its description, is unsafe, is substantially unfit for its ordinary purpose and can't easily be made fit, or has a problem a reasonable consumer would not have accepted had they known about it. In that case, you choose between a refund or a replacement.

A minor failure is one that can be fixed within a reasonable time. In that case we may choose to repair, replace or refund.

2. Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, provided that:

You request the return within 30 days of the delivery date recorded by the carrier.
The item is returned to us within 14 days of us approving the request.
The garment is unworn and unwashed, free from marks, scent, makeup, deodorant, fragrance, smoke, pet hair and any sign of wear.
All original tags, labels, hardware, dust bags, hangers and packaging are attached and intact.
The item shows no alteration, tailoring, repair, resizing or cleaning by anyone other than Row Mine.
You have proof of purchase.

Change-of-mind returns are refunded to the original payment method. Original shipping charges are not refunded, and return postage is at your cost.

If a returned item arrives outside these conditions, we will contact you and may decline the return. Declined items are returned to you at your cost, or held for 30 days and then disposed of if we cannot reach you.

3. Faulty, damaged or incorrect items

If something is wrong with your order, tell us — we will make it right.

Contact us within 7 days of delivery for items that arrive damaged, faulty or incorrect, with clear photographs of the item, the fault and the packaging. Faults that appear later in the ordinary life of the garment are still covered by the Australian Consumer Law; contact us as soon as you notice them.

Where an item is confirmed faulty, damaged in transit, or not what you ordered:

We pay return postage.
We will repair, replace or refund in line with Section 1.
Where a replacement is not available because the run has sold out, you will be offered a full refund.

Please do not attempt to repair or alter a faulty item before contacting us — doing so may affect our ability to assess it.

4. Leather, natural materials and inherent characteristics

Row Mine works with full-grain leather, wool and natural fibres. These are living materials, and the following are characteristics of the material rather than faults:

Variation in grain, tone, texture and depth of colour between garments, and between panels of the same garment.
Natural markings — healed scars, insect marks, wrinkles, growth lines and range marks — which are evidence the hide is genuine full-grain and has not been sanded or corrected.
Colour deepening, softening and the development of patina with wear.
The distinct smell of untreated leather.
Slight irregularity in hand-finished detailing, stitching and pleating.
Minor variation in measurements between garments of the same size, within normal manufacturing tolerance.

Product photography is representative. Screens differ, and no two hides are identical, so the garment you receive will not be an exact match to the images.

None of the above limits your rights under Section 1. If you believe a garment is genuinely defective rather than naturally varied, contact us and we will assess it.

5. What we cannot accept

We are unable to accept returns or issue refunds for:

Items returned outside the 30-day window, or not sent to us within 14 days of approval.
Items that have been worn, washed, altered, tailored, resized, dyed, dry-cleaned or repaired by a third party.
Damage caused by misuse, accident, neglect, improper storage, exposure to water, heat, solvents or chemicals, or failure to follow the care instructions supplied with the garment.
Normal wear and tear, including scuffing, creasing, stretching and fading that arises from ordinary use.
Items damaged after delivery.
Items returned without proof of purchase.
Gift cards.
Items marked Final Sale at the time of purchase.

6. Sale items, pre-orders and made-to-order

Sale and archive items may be returned for change of mind only where the product page does not state Final Sale. Faulty sale items are covered in full under Section 1 and the Australian Consumer Law regardless of any Final Sale marking.
Pre-order items may be cancelled for a full refund at any time before dispatch. Once dispatched, the standard 30-day change-of-mind terms apply.
Made-to-order and altered pieces are produced for you specifically and cannot be returned for change of mind. They remain covered under Section 1 if faulty.

7. How to return an item

Email rrowmine@gmail.com with your order number, the item, and the reason for return. For faults, attach photographs.
We will reply within 2 business days with approval and a return address.
Post the item back within 14 days of approval, packed so it arrives in the condition it left you. Please use the original packaging where possible.
Send it by a tracked and insured service, and keep your tracking number.

Do not send anything back before it has been approved. Unannounced returns cannot be matched to an order and may be refused or returned to sender.

Until a returned parcel reaches us, it remains your responsibility. We cannot refund an item we have not received. If a tracked parcel is lost in transit on its way back to us, the claim sits with the carrier and we will help you pursue it.

8. Refunds

Once your return arrives, we inspect it within 5 business days and email you the outcome.

Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.
Banks and payment providers typically take a further 5–10 business days to show the funds. That timing is outside our control.
Afterpay orders are refunded through Afterpay, which adjusts your remaining instalments. Any fees Afterpay has charged you directly are a matter between you and Afterpay.
Original shipping charges are refunded only where the item was faulty, damaged or incorrect.
Discounts, promotions and gift-card value are refunded as they were applied. Where a return breaks the threshold of a promotion — for example free shipping over $349 — the value of that benefit may be deducted from the refund.

9. Exchanges

We do not process direct exchanges, because stock in a finite run can sell out while a parcel is in transit.

To change size or colour, return the original item under this policy and place a new order. If the size you want is at risk of selling out, tell us when you lodge the return and we will hold it for you where we can.

10. International returns

We ship worldwide, and international orders may be returned under the same terms, with these additions:

Return freight, duties and taxes are at your cost and are not reimbursed on change-of-mind returns.
Import duties and taxes you paid on the original order are not refundable by Row Mine. You may be able to reclaim them from the customs authority in your country — we will provide documentation on request.
Mark the parcel clearly as "Returned Goods — Australian Origin". Parcels sent without this declaration may attract import charges on arrival. Where that happens, those charges will be deducted from your refund.
Please allow additional time for inspection.

Customers in the European Union and United Kingdom also have a statutory right of withdrawal, set out in full in Section 11 below. It applies in addition to this policy.

11. European Union and United Kingdom — your right to withdraw

If you are a consumer resident in the EU or UK, you have a statutory right to withdraw from this purchase within 14 days, without giving any reason. This right is separate from, and in addition to, the 30-day change-of-mind policy above. Where the two differ, you may rely on whichever is more favourable to you.

The withdrawal period ends 14 days after the day on which you, or a third party you nominate, take physical possession of the goods. Where an order is delivered in separate shipments, the period runs from the day you receive the last item.

How to withdraw — three ways, all equally valid:

Use the withdrawal function in your account. Sign in at rowmine.com/account, open the order, and select the return or cancellation option. This is the quickest route and is confirmed to you by email automatically.
Email us at rrowmine@gmail.com with a clear statement that you are withdrawing, and your order number. Any unambiguous statement is sufficient — you do not have to use a particular form of words.
Use the model withdrawal form below. Copy it, complete it, and email it to us.

To meet the deadline it is enough that you send your communication before the 14-day period expires. We will acknowledge receipt of your withdrawal by email without delay.

Model withdrawal form

To: Row Mine, ABN 37558724556, Queensland, Australia — rrowmine@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

What we refund. We will reimburse all payments received from you, including the cost of standard outbound delivery, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. If you chose a delivery type more expensive than our cheapest standard option, we refund the standard cost, not the upgrade.

We use the same means of payment you used for the original transaction, and you will not incur any fee for the reimbursement. We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them, whichever is earlier.

What you pay. You bear the direct cost of returning the goods, together with any return freight, duties or taxes. Import duties and taxes you paid on the original order are not refundable by us — you may be able to reclaim them from your national customs authority, and we will supply documentation on request.

Condition of the goods. You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. You are liable only for any diminished value resulting from handling beyond that — for example, a garment that has been worn, altered or damaged.

Where the right does not apply. The right of withdrawal does not apply to goods made to your specifications or clearly personalised, including made-to-order and altered pieces. It also does not affect your separate statutory rights if goods are faulty or not as described.

Send returns only after you have notified us, so we can give you the correct return address.

12. Damage in transit

Inspect your parcel on arrival. If it reaches you visibly damaged, photograph the packaging before opening it where you can, and contact us within 7 days of delivery. We will lodge a carrier claim and replace or refund the item.

We are not responsible for delays caused by customs, weather or carrier disruption, and delay alone is not a basis for a refund unless the delivery has become unreasonable in the circumstances.

13. Repeated or excessive returns

We may decline future orders, or refuse a change-of-mind return, where an account shows a pattern of excessive returns, returns of worn garments, or conduct we reasonably consider to be abuse of this policy. This does not affect your rights under Section 1 in relation to faulty goods.

14. Care

Each garment is supplied with care instructions. Full-grain leather should be kept away from prolonged damp and direct heat, conditioned occasionally, and stored on a broad hanger away from sunlight. Tailoring and wool should be dry-cleaned by a specialist only.

Following these instructions protects the garment and preserves your rights in relation to faults, since damage caused by improper care is not a manufacturing fault.

15. Contact

Row Mine Email: rrowmine@gmail.com · ABN 37558724556

We aim to answer every enquiry within 2 business days.

This policy was last updated on 2 September 2026. We may update it from time to time; the version published at the time of your order applies to that order.