Refund policy
Last updated: 21 October 2026
We want you to love what you order from Taitoa. This policy explains how change-of-mind returns work, what to do if something is wrong with your order, and how refunds are issued. It applies to orders delivered within Australia.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits these rights. Our change-of-mind returns are offered in addition to them.
Change-of-mind returns
If you change your mind, you can return an item within 14 days of delivery.
To be eligible, the item must be:
- Unworn, unwashed and unused (trying it on to check the fit is fine);
- Returned with its original tags attached; and
- In its original packaging, with your order number or other proof of purchase.
You may be responsible for the cost of return shipping on change-of-mind returns.
The following can't be returned for change of mind (this doesn't affect your rights if an item is faulty):
- Customised, personalised or made-to-order items; and
- Items sold in sealed packaging for health or hygiene reasons, once the seal has been broken.
Sale and discounted items can be returned for change of mind on the same terms, unless they fall into one of the categories above.
How to start a return
Email us at info@taitoa.com with your order number and the item(s) you'd like to return.
Please contact us before sending anything back. Some products are shipped by different fulfilment partners, so we'll confirm the correct return address and any instructions for your item. Returns sent to the wrong address may be delayed or lost.
We strongly recommend using a tracked shipping service, as we can't refund items lost in return transit without proof of postage.
Damaged, faulty, incorrect or missing items
Please check your order as soon as it arrives, and contact us as soon as possible if:
- An item arrives damaged or faulty;
- You receive the wrong item; or
- Part of your order is missing.
Please include your order number and clear photos or video of the item, the packaging and the shipping label where relevant, and keep the item and its packaging until we've reviewed your claim.
If there's a major failure, you can choose a refund or a replacement. If the problem isn't a major failure, we'll repair, replace or refund the item. We cover the cost of returning faulty or incorrect items, and in some cases you won't need to send the item back at all. These rights don't depend on the 14-day change-of-mind window.
Exchanges
We don't currently offer direct exchanges. If you'd like a different item, size or colour, please return the original item within the return period and place a new order for the item you want.
Refunds
Once we've received your return, we'll inspect it and let you know whether your refund is approved. Approved refunds are processed within 10 business days and go back to your original payment method.
Your bank, card provider or payment provider may need extra time to post the refund to your account. If more than 15 business days have passed since we issued your refund, please contact us at info@taitoa.com.
Lost parcels
If your tracking suggests your parcel has been lost in transit, contact us at info@taitoa.com with your order number. We'll investigate with the carrier and our fulfilment partner, and if the parcel is confirmed lost we'll send a replacement or issue a refund. See our Shipping policy for more details.
Contact
Store: Taitoa
Business: Taitoa Group LLC
Business address:
836 Orcutt Road
San Luis Obispo, CA 93401
USA
California business no.: B20260330342
Email: info@taitoa.com
Customer service hours
Monday–Friday | 9:00 am–5:00 pm (US Pacific Time)
Saturday–Sunday | 10:00 am–2:00 pm (US Pacific Time)
We aim to reply to all enquiries within 24 hours.
