RETURN POLICY

OUR PROMISE TO YOU

At UNDERGROUND BY ISY, we want you to love your purchase. Please read our return policy carefully before purchasing to ensure you’re making the right choice for you.

RETURN ELIGIBILITY

To be eligible for a return:

• Items must be returned within 14 days of delivery.

• Items must be in their original condition — unworn, unwashed, with all tags attached.

• Returns must include all original packaging and accessories.

HOW TO RETURN

Please email us at connect@undergroundbyisy.com with your order number to begin a return.

We’ll guide you through the next steps.

RETURN & RESTOCKING FEE

A flat $25 return and restocking fee applies to all eligible change-of-mind returns.

This fee covers return handling, processing and restocking and will be deducted from your refund.

Original shipping charges are non-refundable.

The $25 return and restocking fee does not apply where an item is faulty, damaged, incorrectly supplied, or where you are otherwise entitled to a remedy under Australia Consumer Law.

NO EXCHANGE

We do not offer exchanges.

Due to limited stock, we recommend placing a new order for your desired item and returning the original to avoid disappointment.

FAULTY OR DAMAGED ITEMS

If you receive an item that is faulty or damaged:
Contact our customer service team within 7 days of delivery with photos and your order details. We’ll assess the issue and provide instructions for returning the item.
Faulty returns may qualify for a full refund or store credit.

SALE & PROMOTIONAL ITEMS

Items purchased at a discounted price, including sale, promotional, or clearance pricing are not eligible for return, refund, or exchange unless faulty.

Please refer to our size guides carefully before purchasing.

If you need sizing assistance, our Customer Care team is happy to help before you place your order.

FIT & SIZING

Please refer to our size guides carefully before purchasing.

If you need help choosing the right size before purchasing, our Customer Care team is happy to assist.

Eligible returns are accepted in line with our return policy conditions outlined above.

REFUND PROCESSING

Once your return is received and inspected:

• Refunds are processed within 10 business days.

• Refunds are issued to the original payment method.

• You’ll receive a confirmation email once the refund has been processed.

NEED HELP?

If you have any questions about your return:

Email: connect@undergroundbyisy.com
Our team is here to help Monday–Friday, 9:00am–4:00pm (AEST).
Thank you for choosing UNDERGROUND BY ISY— we appreciate your support!