Refund policy
Refund and Return Policy
Last updated: 24 August 2026
We want you to be happy with your I’VE GOT YOUR BACK purchase.
This policy explains our voluntary 30-day change-of-mind return policy as well as your rights under the Australian Consumer Law if a product is faulty, damaged, incorrectly supplied or otherwise does not meet an applicable consumer guarantee.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian law.
Change-of-Mind Returns
We offer a 30-day change-of-mind return policy.
You have 30 days from the date you receive your item to request a return.
To be eligible for a change-of-mind return, the item must:
- be unworn and unused;
- be in the same condition in which you received it;
- have its original tags attached;
- be returned in its original packaging; and
- be accompanied by proof of purchase.
To request a return, please contact us at:
Please do not send an item back without first contacting us and receiving return instructions.
Approved returns should be sent to:
Trek2Health Ltd
1434 Waterworks Road
The Gap QLD 4061
Australia
Return Postage for Change-of-Mind Returns
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us.
We recommend using a tracked postage service, as we cannot be responsible for change-of-mind returns that are lost in transit before reaching us.
Original postage and handling costs incorporated into the product price are not separately refundable for a change-of-mind return.
Faulty, Damaged or Incorrect Products
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
If your item:
- is faulty;
- is damaged;
- is unsafe;
- is not of acceptable quality;
- is significantly different from its description;
- is not fit for a purpose that was made known to us; or
- is not the product you ordered,
please contact us as soon as reasonably possible at ceo@trek2health.org.au.
Please include your order details and, where helpful, photographs or other information showing the problem.
We may reasonably assess the item before determining the appropriate remedy.
The 30-day change-of-mind period and the change-of-mind conditions above do not limit your rights in relation to faulty or non-compliant goods.
A faulty product does not need to be in its original packaging in order for you to exercise rights that apply under the Australian Consumer Law.
Remedies Under Australian Consumer Law
The remedy available will depend on the nature and seriousness of the problem.
For a major problem, you may be entitled to choose between a refund or replacement, as provided by the Australian Consumer Law.
A major problem may include circumstances where the product:
- would have stopped a reasonable consumer from purchasing it if they had known about the problem;
- is unsafe;
- is substantially unfit for its normal purpose and cannot easily be made fit;
- is substantially unfit for a purpose you told us about and cannot easily be made fit; or
- is significantly different from its description.
For a minor problem, we may be entitled to provide an appropriate remedy such as a repair, replacement or refund within a reasonable time, depending on the circumstances.
Your rights under Australian Consumer Law may continue beyond the 30-day period in this policy and are not limited by any voluntary warranty or return period.
Return Postage for Faulty Products
If you return a product to us because you believe it is faulty or does not comply with an applicable consumer guarantee, you may initially be asked to return the item to us for assessment.
If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse you for reasonable return postage costs you have incurred.
Please retain your postage receipt or other evidence of the return cost.
Exchanges
For change-of-mind returns, the simplest way to obtain a different size or colour is generally to:
- contact us to arrange the return of the original item; and
- place a new order for the item you would prefer.
The returned item must meet the change-of-mind conditions set out above.
If an exchange or replacement is required because a product is faulty, damaged or incorrectly supplied, we will handle this in accordance with your rights under the Australian Consumer Law.
Refunds
Once we receive and inspect an approved change-of-mind return, we will notify you whether the refund has been approved.
If approved, the refund will be made to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed by us. Your bank or credit card provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:
Refunds required under the Australian Consumer Law will be handled in accordance with those legal requirements.
Proof of Purchase
We may ask you to provide reasonable proof that the item was purchased from the I’VE GOT YOUR BACK store.
This may include:
- an order confirmation;
- receipt;
- Shopify order number;
- payment record; or
- other reasonable evidence of purchase.
Personalised Messages
The optional personal messages submitted with a T-shirt order do not affect your rights to return the physical product under this policy.
Where a T-shirt is returned, personalised recipient messages or frontline-worker messages that have already been processed or delivered as part of the I’VE GOT YOUR BACK campaign cannot necessarily be withdrawn or recalled.
Information associated with personalised messages is handled in accordance with our Privacy Policy.
Contact Us
For returns, refunds, faulty products or questions about this policy, please contact:
Trek2Health Ltd
Trading as IGYB - I’VE GOT YOUR BACK
1434 Waterworks Road
The Gap QLD 4061
Australia
Email: ceo@trek2health.org.au
Phone: 0401 713 039
ABN: 41 635 257 046