SHIPPING & RETURN POLICY

1.0.  SHIPPING

We aim to ship undecorated items within 7 working days of payment being received (except for a few brands – one of our customer services team members will be in touch if delivery is delayed).

Please note that we do not carry stock on all items and we only stock popular items, the rest of the items are ordered as per your order.

Items are shipped via the most economical shipping method and can take up to a maximum of 7-10 days to be delivered. In the unfortunate event, this time has elapsed and you have not received your item please do not hesitate to contact us.

Any delivery date or time specified is an estimate only and we will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. Orders are subject to availability.

For decorated orders please allow an additional 2-3 weeks from artwork approval for the order to be shipped at the most. Upon delivery, a signature will be required depending on the order size. We require a signature as proof of delivery and to end the tracking of the order from our systems.

Unfortunately, we cannot ship to a PO Box address.

Missed Deliveries.

All missed and failed deliveries will incur a $15.00 re-delivery charge if the item is sent back to Passu. In the unfortunate event that you decide you will not require redelivery our normal returns policy applies.

2.0. RETURN POLICY

We hope you love Passu’s product, but if something isn't right please find below details about our return policy.

2.1. Undecorated items (apparel)

Our return policy for all undecorated items (apparel) lasts 3 days from receipt of goods. If 3 days have gone by since your purchase, we can't offer you a refund or exchange. Please see the below conditions.

• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• In the event a return is authorized for an undecorated item we do not refund any postage costs to and from you, we also reserve the right to charge a re-stocking fee of $20.00 or 30% of the order value excluding shipping costs (whichever is greater).
• To complete your return, we require a receipt or proof of purchase and you will also be required to complete a returns authorization (RA) form, please do not return the item without this form being approved by Passu.
• Upon placing an order, it is assumed that the buyer has agreed to the return's terms. All refunds are made on the original payment method only.
• We do not accept any returns due to garment shrinkage, all of our garments are supplied by local Australian companies adhering to AU/NZ standards and shrinkage of the garments are generally due to the garments care instruction not being followed properly and washing them at higher temperatures than recommended- this is not deemed as a garment defect and we are not in a position to refund the purchase.
• Please do not send your purchase back to the manufacturer.
• It is your responsibility to ensure the goods arrive at our destination in an acceptable state and it is deemed any damage in transit would be your responsibility and liability.
• All exchanges will be treated as a return and you will be required to order your exchange as a new order.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

In order to process your return, we require you to send us a quick message and a member of our customer services team will be in touch with you soon. :)

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. All exchanges are treated as a return and once processed you will be required to place a new order online for the goods.

2.2.Customized items

Unfortunately, we cannot accept returns for printed, embroidery items. By placing the order with Passu, you accept this condition and are legally bound by it. Once artwork is approved for production, you are allowing Passu to proceed with decoration/customization and we shall not be liable for any refunds/exchanges.

2.3 PPE 

Returns/refunds or change of mind policy does not apply to our PPE range - Especially on RAT kits due to the nature of the product.