Refund policy

REFUND & RETURNS POLICY

Snatch Active Australia

Last updated: 28 September 2026

At Snatch Active Australia, we want you to feel confident when purchasing from us. This Refund & Returns

Policy explains our change-of-mind policy and your rights under the Australian Consumer Law.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

1. CHANGE-OF-MIND RETURNS

For eligible products, we accept change-of-mind return requests made within 14 days of delivery.

To be eligible for a change-of-mind return, the product must:

• Be unworn and unused;

• Be unwashed;

• Be in its original condition;

• Have all original tags attached;

• Be returned in its original packaging where applicable; and

• Be accompanied by proof of purchase.

Products that do not meet these requirements may not be accepted for a change-of-mind return.

2. HYGIENE-SENSITIVE PRODUCTS

For health and hygiene reasons, we generally do not accept change-of-mind returns or exchanges for products

that have been opened, worn, used or had a hygiene seal removed.

This may include:

• Underwear;

• Disposable postpartum underwear;

• Bodysuits and intimate garments;

• Peri bottles;

• Personal-care products;

• Opened postpartum recovery products; and

• Other products identified as hygiene-sensitive on the product page.

This restriction applies to change-of-mind returns only.

If a hygiene-sensitive product is faulty, damaged, unsafe, incorrectly supplied or does not meet an applicable

consumer guarantee, you may still be entitled to a remedy under Australian Consumer Law.

3. SHAPEWEAR

Shapewear may be returned for change of mind only where it:

• Has not been worn other than briefly for fitting;

• Is clean and free from marks, scents, makeup, deodorant or damage;

• Has all tags attached; and

Snatch Active Australia | Website Policies | Page 1• Has any hygiene protection or seal intact.

Please review our size guide carefully before ordering.

4. SALE ITEMS

Sale and promotional items may have different change-of-mind conditions where clearly stated at the time of

purchase.

However, discounted or sale items remain covered by Australian Consumer Law if they are faulty or otherwise fail

to meet an applicable consumer guarantee.

5. FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that you believe is faulty, damaged, unsafe, incorrectly supplied or materially different from

its description, please contact us.

Please provide where reasonably possible:

• Your full name;

• Order number;

• A description of the problem; and

• Clear photographs or video showing the issue.

We may request that the product be returned or inspected before determining the appropriate remedy.

Depending on the circumstances and your rights under Australian Consumer Law, you may be entitled to a repair,

replacement, refund or other remedy.

Where the law requires us to cover reasonable return costs for a faulty product, we will do so.

6. EXCHANGES

Eligible clothing products may be exchanged for a different size where:

• The product meets our return conditions;

• The requested replacement is available; and

• The exchange request is made within the applicable return period.

If your preferred replacement is unavailable, we may offer another available option, store credit where agreed, or a

refund where applicable.

7. RETURN SHIPPING FOR CHANGE OF MIND

Unless otherwise stated, customers are responsible for the cost of returning an eligible product because of a

change of mind or incorrect size selection.

Original delivery charges are generally not refundable for change-of-mind returns.

This does not affect any rights you may have where the product is faulty or where Australian Consumer Law

requires us to cover delivery or return costs.

We recommend using a trackable delivery method when returning products.

8. REFUNDS

Once an approved return has been received and assessed, refunds will generally be issued to the original payment

method.

Financial institutions and payment providers may require additional processing time before the funds appear in

your account.

Snatch Active Australia | Website Policies | Page 29. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests, but we cannot guarantee cancellation once an order has

entered processing or has been dispatched.

10. HOW TO REQUEST A RETURN

To request a return, exchange or report a faulty product, contact:

Snatch Active Australia

Melbourne, Victoria, Australia

Website: www.snatchactiveaustralia.com.au

Email: hello@snatchactiveaustralia.com

Please do not return products without contacting us first so that we can provide the appropriate return instructions.

Snatch Active Australia | Website Policies | Page 3SHIPPING POLICY

Snatch Active Australia

Last updated: 28 September 2026

This Shipping Policy applies to orders placed through the Snatch Active Australia online store.

1. ORDER PROCESSING

We aim to process and dispatch in-stock orders within approximately 1-3 business days after payment has been

successfully received.

Business days exclude weekends and Victorian or national public holidays.

Processing times may be longer during:

• Product launches;

• Major promotions;

• Sale periods;

• Christmas and holiday periods; or

• Unexpected periods of high order volume.

Where a significant delay affects your order, we will make reasonable efforts to keep you informed.

2. SHIPPING WITHIN AUSTRALIA

Orders are dispatched from Melbourne, Victoria.

Shipping options and applicable delivery charges will be displayed at checkout where available.

We may use Australia Post or another suitable delivery provider.

Where Australia Post is used, its general delivery estimates may vary by destination and service. Carrier delivery

estimates begin after your order has been dispatched and do not include our processing period.

Delivery times may vary depending on the destination, regional or remote locations, carrier delays, weather, public

holidays and other circumstances outside our reasonable control.

3. EXPRESS SHIPPING

Where Express Shipping is offered, selecting Express Shipping speeds up the carrier delivery service after

dispatch.

It does not necessarily mean your order will be packed or dispatched on the same day.

Our normal order-processing period may still apply unless a product or promotion specifically states otherwise.

4. TRACKING

Where tracking is available, tracking information will be sent to the email address or mobile number provided with

your order.

Customers are responsible for monitoring tracking information and ensuring that delivery details provided at

checkout are correct.

5. INCORRECT DELIVERY DETAILS

Please carefully check your:

Snatch Active Australia | Website Policies | Page 4• Name;

• Street address;

• Apartment or unit number;

• Suburb;

• State;

• Postcode; and

• Contact information

before completing your order.

If you notice an error, contact us as soon as possible.

We cannot guarantee that an address can be changed once an order has been processed or dispatched.

Where an order is returned to us because the customer supplied an incorrect or incomplete address, additional

shipping costs may apply before the order is resent. This does not apply where the delivery problem was caused

by us.

6. SAFE DROP AND UNATTENDED DELIVERY

Depending on the delivery provider and service selected, a parcel may be left in a safe location or taken to a

collection point if nobody is available to receive it.

Customers should follow the tracking information and delivery instructions provided by the relevant carrier.

7. DELAYED OR MISSING PARCELS

If your parcel appears significantly delayed, please check the tracking information first and then contact us if further

assistance is required.

We may need to lodge an investigation with the delivery provider before determining what has happened to the

parcel.

We will comply with our obligations under Australian Consumer Law where goods have not been supplied within a

reasonable time or otherwise fail to meet applicable consumer guarantees.

8. DAMAGED PARCELS

If your order arrives damaged, please photograph:

• The external parcel packaging;

• Any damaged product packaging; and

• The damaged product itself.

Contact us as soon as reasonably possible so we can assess the issue.

9. PRE-ORDERS

Products identified as pre-order may have longer processing and dispatch periods.

Estimated dispatch dates shown for pre-orders are provided as a guide and may change due to manufacturing,

freight, customs or other delays.

If a significant delay occurs, we will provide appropriate information and options in accordance with Australian

Consumer Law.

10. INTERNATIONAL SHIPPING

Snatch Active Australia | Website Policies | Page 5Where international shipping is available, shipping rates and available delivery methods will be shown at checkout.

International delivery times may vary significantly depending on the destination.

Customers may also be responsible for customs duties, import taxes, clearance charges or other government fees

imposed by the destination country unless expressly stated otherwise.

Snatch Active Australia does not control these charges.

11. DELIVERY TIMEFRAMES

All delivery timeframes are estimates unless expressly stated otherwise.

Nothing in this policy limits your rights where an order is not supplied within a reasonable time or where you

otherwise have rights under Australian Consumer Law.

12. CONTACT US

For shipping questions, please contact:

Snatch Active Australia

Melbourne, Victoria, Australia

Website: www.snatchactiveaustralia.com.au

Email: hello@snatchactiveaustralia.com

Snatch Active Australia | Website Policies | Page 6PRIVACY POLICY

Snatch Active Australia

Last updated: 28 September 2026

Snatch Active Australia respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we may collect, use, disclose, store and protect personal information when you

visit our website, make a purchase, contact us, participate in a promotion or otherwise interact with our business.

1. WHO WE ARE

Snatch Active Australia is an Australian women's clothing, maternity, postpartum, shapewear and lifestyle brand

based in Melbourne, Victoria.

Snatch Active Australia

Melbourne, Victoria, Australia

Website: www.snatchactiveaustralia.com.au

Email: hello@snatchactiveaustralia.com

ABN: [INSERT SNATCH ACTIVE ABN]

2. PERSONAL INFORMATION WE MAY COLLECT

Depending on how you interact with us, we may collect information such as:

• Your name;

• Email address;

• Telephone number;

• Billing address;

• Shipping address;

• Order details;

• Products purchased;

• Payment transaction information;

• Customer-service communications;

• Returns or refund information;

• Competition or giveaway entries;

• Marketing preferences;

• Product reviews;

• Website activity;

• Device and browser information;

• IP address; and

• Information you voluntarily provide to us.

Payment card details may be processed directly by our payment providers rather than being stored directly by

Snatch Active Australia.

3. HOW WE COLLECT INFORMATION

Snatch Active Australia | Website Policies | Page 7We may collect personal information when you:

• Place an order;

• Create an account;

• Subscribe to email or SMS marketing;

• Contact customer service;

• Request a refund or exchange;

• Submit a product review;

• Enter a giveaway or promotion;

• Attend or register for an event;

• Interact with us through social media; or

• Browse our website.

Certain technical information may also be collected automatically through cookies and similar technologies.

4. WHY WE COLLECT AND USE PERSONAL INFORMATION

We may use personal information to:

• Process and fulfil orders;

• Receive and process payments;

• Arrange shipping and delivery;

• Provide order updates;

• Handle refunds, returns and exchanges;

• Respond to enquiries;

• Provide customer support;

• Prevent fraud and maintain website security;

• Improve our products and customer experience;

• Manage promotions, giveaways and events;

• Maintain business and taxation records;

• Meet legal obligations;

• Analyse website performance; and

• Send marketing communications where permitted.

5. MARKETING

Where you have agreed to receive marketing communications, we may send you information about new products,

launches, promotions, special offers, events and Snatch Active Australia news.

You can unsubscribe from marketing communications using the unsubscribe option contained in the

communication or by contacting us.

Transactional communications relating to an existing order may still be sent even if you unsubscribe from

marketing.

6. SHOPIFY AND THIRD-PARTY SERVICE PROVIDERS

Our online store may be operated using Shopify.

Snatch Active Australia | Website Policies | Page 8We may also use third-party businesses to help us operate our store, including:

• Payment providers;

• Banks and financial institutions;

• Shipping and courier companies;

• Website hosting providers;

• Email and SMS marketing services;

• Analytics providers;

• Fraud-prevention services;

• Accounting or professional advisers; and

• Technology service providers.

We disclose personal information only where reasonably necessary for these providers to perform services for us

or where otherwise permitted or required by law.

Third-party providers may have their own privacy policies governing how they handle personal information.

7. OVERSEAS DISCLOSURE AND PROCESSING

Some technology providers and other service providers we use may store or process information outside Australia.

Depending on the services being used, overseas processing may occur in countries including Canada, the United

States and other locations in which our service providers operate.

The particular countries involved may change as our technology providers and services change.

Where required by applicable privacy law, we will take reasonable steps regarding overseas handling of personal

information.

8. COOKIES AND WEBSITE TECHNOLOGIES

Our website may use cookies and similar technologies to:

• Keep the website functioning correctly;

• Remember preferences;

• Understand how customers use our website;

• Measure advertising and marketing performance;

• Provide relevant advertising; and

• Improve the customer experience.

You may be able to manage or disable certain cookies through your browser or device settings.

Disabling some cookies may affect website functionality.

9. SOCIAL MEDIA

If you interact with Snatch Active Australia through platforms such as Instagram, Facebook, TikTok or other

social-media services, those platforms may separately collect and process your information under their own

privacy policies.

10. SECURITY

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access,

modification or disclosure.

Snatch Active Australia | Website Policies | Page 9However, no online or electronic storage system can be guaranteed to be completely secure.

You should also take reasonable steps to protect your account details and passwords.

11. ACCESSING OR CORRECTING YOUR INFORMATION

You may contact us if you wish to:

• Request access to personal information we hold about you;

• Ask us to correct information that is inaccurate or out of date; or

• Raise a question about how your personal information has been handled.

We may need to verify your identity before providing access to personal information.

Certain information may need to be retained where required by law, for tax or accounting purposes, for fraud

prevention or in connection with an ongoing dispute.

12. PRIVACY COMPLAINTS

If you have a concern or complaint regarding your privacy, please contact us using the details below.

Please explain the nature of your concern and provide enough information for us to investigate it.

We will take reasonable steps to review and respond to legitimate privacy concerns.

Where applicable, you may also have the right to contact the Office of the Australian Information

Commissioner (OAIC).

13. CHILDREN

Our online store is not intended to knowingly collect personal information directly from children without appropriate

involvement of a parent or guardian where required.

14. LEGAL DISCLOSURES

We may disclose personal information where reasonably necessary to:

• Comply with Australian law;

• Respond to a lawful court or government request;

• Protect our legal rights;

• Investigate fraud or security incidents; or

• Enforce our website terms.

15. RETENTION OF INFORMATION

We retain personal information for as long as reasonably necessary for the purposes for which it was collected and

to satisfy applicable legal, accounting, taxation and business requirements.

Information that is no longer required may be securely destroyed or de-identified where appropriate.

16. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time as our business, technology providers or legal obligations

change.

The latest version will be published on our website with the updated date.

17. CONTACT US

For privacy questions, access or correction requests, or complaints, contact:

Snatch Active Australia | Website Policies | Page 10

Snatch Active Australia

Melbourne, Victoria, Australia

Website: www.snatchactiveaustralia.com.au

Email: hello@snatchactiveaustralia.com

ABN: [68547315908]

Snatch Active Australia | Website Policies | Page 11