01 · Change of mind
101 days from the day it lands
101 days from the day your order arrives.
- Unworn, unwashed, clean and resaleable
- Tags and packaging attached
- Proof of purchase
- $25 flat return label per order — or free if you bring it to the Melbourne showroom
Sale and promotional orders are included, including Buy 5 Get 5 Free and Bulk & Save, unless an item was marked Final Sale before you bought it.
On a Buy 5 Get 5 Free order: it's a bundle of ten sold for one price. Send back all ten and you're refunded in full, less the $25. Keep any of them and the offer no longer applies, so what you keep is charged at the standard price and the refund is whatever's left — often nothing. We work out the figure and show it to you before you send anything or pay for a label. On Bulk & Save, a partial return is recalculated at the tier your retained order actually qualifies for.
If your order had free shipping and you're returning all of it: free shipping is a benefit of keeping the order. Return the whole thing for a change-of-mind refund and we deduct what we actually paid the carrier to ship it — worked out from our invoice for your specific order, never a flat rate. We show you the figure in writing before you send anything back or pay for a label. This never applies if something's faulty — a fault claim is always refunded in full.
Not eligible: Final Sale items, custom and special-order products, embroidery, printing, alterations, personalisation, gift cards, and anything that can't be resold for hygiene or safety reasons where we told you before purchase.
02 · Something's wrong with it
Faulty, damaged or not what you ordered
Faulty, unsafe, damaged, not as described, or not what you ordered — we'll assess it under the Australian Consumer Law. Depending on what we find, you may be entitled to a repair, replacement or refund.
No time limitNo tagsNo packagingNo fee
None of the change-of-mind conditions apply here. It doesn't matter if the item was on sale, customised, or has been worn.
Parcel damaged or missing in transit? That's ours to fix, not yours to chase with the courier.
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.
Buying for a restaurant, hotel, aged care or hospital? Trade customers have the same rights — these goods cost well under $100,000.
03 · Timing
How long it takes
| We acknowledge your claim | 2 business days |
| Photo review | 3–7 business days |
| Physical assessment | 10–15 business days |
| Refund after approval | 5 business days |
| Replacement dispatched | 3 business days |
| Agreed repair completed | 15–20 business days |
These are targets we aim to meet. If something's going to take longer, we'll tell you before you have to ask.
04 · Cost
What it costs
| Change of mind, posted | $25 per order |
| Change of mind, at the showroom | Free |
| Full change-of-mind return where the order had free shipping | The actual carrier cost we paid, shown to you first — plus the $25 fee |
| Fault confirmed | Nothing — we cover return costs |
| Wrong item sent | Nothing |
| Damaged in transit | Nothing |
Original delivery charges aren't refunded on a change-of-mind return.
05 · Talk to us
Contact
1300 308 655 · International +61 2 8551 8088
sales@acechefapparels.com.au
| Human support and the shop | Mon–Fri, 9am–4pm |
| Our AI assistant | 24 hours, every day |
Closed weekends and public holidays. Outside those hours our AI assistant can answer questions and take your details, and we'll come back to you on the next working day. It won't assess a claim or decide an outcome — a person does that.
Not happy with a decision?
Ask us to escalate — a senior team member reviews it and we aim to respond within 5 business days. You can also get free advice from Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au.
The detail
Worked examples, the assessment process, international returns and repairs. Effective 10 August 2026.
Ace Chef Apparels · ABN 62 616 563 145 · 11/50 Princes Highway, Eumemmerring, Melbourne VIC 3177 · acechefapparels.com.au