Refund policy
Returns & Refund Policy
At Splash'd®, every piece is made to order — created especially for you when you place your order. This approach lets us offer a wider range of designs, reduce waste, and avoid holding excess stock. Because of this, our returns policy is a little different to a traditional retailer's, so please read carefully before purchasing.
Made-to-Order: No Returns for Change of Mind
As all our products are made to order, we are unable to accept returns or exchanges for:
- Change of mind
- Incorrect size ordered
- Choosing the wrong style or colour
We strongly recommend reviewing our Size Guides carefully before ordering, and reaching out to us at team@splashd.co if you'd like guidance on fit or sizing — we're always happy to help you choose the right piece.
When We Will Offer a Refund or Replacement
We stand behind the quality of everything we make. If your item arrives with a genuine issue, you can choose between a full refund or a replacement. This applies in the following situations:
- Defective item: A manufacturing fault, faulty stitching, broken zip, or other quality issue
- Damaged in transit: The item arrived damaged due to shipping
- Wrong item received: You received an item different to what you ordered
- Mislabelled item: The item label or sizing doesn't match what you ordered
In each case, you choose what works best for you — a full refund or a replacement item.
How to Report an Issue
To request a refund or replacement, please email team@splashd.co within 7 days of receiving your order and include:
- Your order number
- A description of the issue
- Clear photos showing the defect, damage, or incorrect item (and the packaging if relevant)
Once we've reviewed your request, we'll confirm next steps. We cover all return shipping costs for defective, damaged, or incorrect items — you won't be out of pocket.
Requests made outside the 7-day window may not be eligible for a refund or replacement.
Refund Processing
Once your refund is approved, we'll process it to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your bank or card provider. We'll send you a confirmation email when the refund is issued.
Lost or Missing Parcels
If your parcel hasn't arrived and is past the estimated delivery window, please see our Shipping Policy for the steps to follow. If the courier deems the parcel Lost in Transit, we'll organise a replacement or refund at your choice.
Please note: if tracking shows the parcel as 'Delivered' and Proof of Delivery is supplied by the courier, we are unable to offer a refund or replacement.
Delayed Orders
Shipping delays caused by carriers, customs, or peak periods (including Chinese New Year — see our Shipping Policy for details) do not qualify for a refund, as the item is still on its way to you. If your order is significantly delayed beyond the expected timeframe, please email team@splashd.co and we'll follow up with the courier on your behalf.
Incorrect Shipping Address
If your order is returned to us due to an incorrect or incomplete address provided at checkout, we will contact you to get correct details and an additional shipping fee may be due and payable.
Unclaimed Deliveries
If a parcel is returned to us as unclaimed after delivery attempts, re-shipment will require an additional shipping fee. If multiple delivery attempts are unsuccessful and the parcel cannot be delivered, no refund will be issued.
Cancellations
As our items are made to order, production may begin shortly after you place your order.
Down Puffer Vests & Puffer Jackets: Production begins immediately upon ordering, so these items cannot be cancelled once your order has been placed. Please double-check your size, colour, and shipping address carefully before completing your purchase.
All other products (Swim Leggings, Rash Guards, swimwear): If you'd like to cancel, please contact us within 2 hours of ordering at team@splashd.co. We will do our best to cancel the order but cannot guarantee that cancellation will be successful.
Your Statutory Rights
Nothing in this policy limits your rights under applicable consumer protection laws, including the Australian Consumer Law. If you believe an item is not of acceptable quality, doesn't match its description, or isn't fit for purpose, you may be entitled to a remedy regardless of the timeframes above.
Contact Us
For any questions about returns or refunds, please email team@splashd.co — we'll always do our best to make things right.
Mother + Muse Pty Ltd trading as Splash'd® ABN: 11 694 489 079 Registered Office: C/- YK Partners, Level 1, 268-270 Rosslyn Street, West Melbourne, VIC 3003 Email: team@splashd.co Website: splashd.co
