Refund policy

BLACK FRIDAY TERMS & CONDITIONS

PLEASE NOTE: shipping times may be delayed during our sale period due to order volume.

Sale Period

The Freez Black Friday Sale runs for a limited time only from 8th November 2026.

Discounts & Offers

  • Discounts are automatically applied to eligible items at checkout.

  • No discount codes can be used during the sale period.

  • Prices are final once an order is placed, no price adjustments or refunds for orders placed before the sale period.

  • Discounts cannot be combined with any other promotion or offer.

Order Processing

Our warehouse team will be working hard to get all orders out as quickly as possible, however processing and dispatch times may be longer than usual due to the high order volume.

You’ll receive an email with tracking information once your order is shipped.

Pre-Orders

If your order includes a pre-order item, your order will be shipped once all items are in stock in our Brisbane warehouse.

To receive in-stock items sooner, please place them in a separate order.

Returns & Store Credit

Please choose carefully, all Black Friday sale purchases are final and eligible for store credit only.

  • Refunds are not available unless required by Australian Consumer Law.

  • Store credit will be issued via a digital gift card once your return has been processed.

  • Return postage is at the customer’s expense unless you have purchased the returns insurance during checkout.

  • If you purchased a full-priced item before the sale and exchanged it during the sale period, any subsequent return of the exchanged item will be eligible for store credit only.


Refunds & Consumer Rights

Under Australian Consumer Law, customers are entitled to a replacement or refund only if an item is faulty, not as described, or unfit for purpose.

Change-of-mind or wrong-size returns during the Black Friday sale periods are not eligible for a cash refund.

Express Shipping

Express Shipping option will not be available during the sale period. 

Sale In-Store

Please note - the sale will begin in our Brisbane store Monday 9th November, our Bali store will not be participating in the Black Friday Sale. Our Brisbane store will not be opened Sunday, 8th November.


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We Hope You LOVED Your Freez Purchase

But if it wasn't for you we offer 3 seamless and easy return options here at Freez. Store credit, exchange or refund.


LODGE YOUR RETURN -> Return Portal 

PLEASE NOTE: That all items purchased with site wide sale codes and items on sale - like our Spend and Save Promo is only eligible for a Store Credit


Did you purchase a Returns Coverage?
At checkout, you have the option to purchase Returns Coverage for $4.49. This means Freez will cover the cost of shipping your return back to us if you need to lodge an exchange, store credit or return. If you did not purchase the Returns Coverage customers are responsible for paying the return shipping cost back to Freez for exchanges, store credit and refunds. Return Coverage helps make your returns process smoother and easier.


YOUR RETURN OPTIONS

EXCHANGE

Lodge your exchange HERE

Swap your item for a different size, colour, or item - please note exchanges are not valid for 'on sale' items - only store credit (please see below).

  • Lodge your exchange within 14 days of receiving your purchase.

  • One free exchange: Freez will cover the shipping back to you.

  • If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.

Please note - Exchanges are for AU orders only. International orders are eligible for Store Credit and Refund.


STORE CREDIT

Lodge your Store Credit HERE

Choose store credit, valid for three years.

  • Lodge your return within 14 days of receiving your purchase.

  • Store credit applies to sale items, site-wide sale purchases, certain promotions and discount code orders (excluding welcome sign-up codes).

  • If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.

  • Lost your store credit code? Contact info@freez.com.au, and we’ll resend it.

REFUND

Lodge your Return HERE

Refunds are available only on full-priced items.

  • Lodge your refund request within 14 days of receiving your purchase, and ensure the return is posted back to Freez within 14 days of purchase.

  • Refunds are not available for sale items, site-wide sale items, discount code orders (except welcome sign-up codes), exchanged items, or products that are used, worn, washed, damaged, or missing tags.

  • If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.


Return Conditions

To be accepted, your item must be purchased at full price and;

  • Unworn

  • Unwashed

  • Unused

  • With original tags attached and in the original packaging

  • Accompanied by proof of purchase (order number or invoice)

If your return does not meet the above conditions, we will be unable to process it, and you will be responsible for paying $12 AUD to have the item returned to you.


Who Pays for Return Shipping back to Freez?

  • If you purchased Return Coverage at checkout, Freez covers the shipping cost back to us.

  • If you did not purchase Return Coverage, you are responsible for the cost of returning the item.

  • For exchanges, Freez covers the shipping cost of sending the new item to you (first exchange only).


Where to Send Returns

Return Address:
264 South Pine Road, Brendale, 4500 

Please note: All returns must first be lodged through our online return portal before sending your purchase back.


Processing Time

Please allow 5 to 10 business days after your return is received for us to process it.


Faulty or Incorrect Item

If you believe you have received a faulty or incorrect item, please email info@freez.com.au within 7 days of delivery so we can assist you.


International Orders

We are unable to offer exchanges on international orders. However, you may request store credit or a refund if your return meets the eligibility conditions.


Important Reminders

  • Refunds are not available for items that have already been exchanged; once exchanged, they are only eligible for store credit.

  • Store Credit only for sitewide sale items ie Black Friday and EOFY sale period. 

  • Freez is not responsible for items lost or damaged in return shipping. We recommend using tracked shipping and keeping your tracking information.

  • Please note purchases placed in our Brisbane and Bali store are not eligible for refund - only store credit and exchange.