Returns & Exchanges

We offer a 30-day change-of-mind return policy for eligible items, starting from the date you receive your order.

To be eligible for a change-of-mind return, your item must be unworn or unused, with tags attached and in its original packaging. You’ll also need proof of purchase.

This change-of-mind policy does not limit or exclude your rights under the Australian Consumer Law. If an item is faulty, does not match its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy regardless of the 30-day period or the item's condition.

To initiate a change-of-mind return, please visit your Townsman account and complete the return request form.

Once your request is approved, you will receive return instructions, including the return address.

For change-of-mind returns, both the return request and the return shipment must be completed within 30 days of receiving your order. This timeframe does not limit your rights under the Australian Consumer Law.
Items sent back without prior approval may not be accepted as change-of-mind returns.
For eligible change-of-mind returns, Townsman provides a return shipping label. A flat fee of $12.50 will be deducted from your refund to cover return shipping costs.
All change-of-mind return parcels must be shipped using Australia Post.
If a return is required because an item fails to meet a consumer guarantee, the change-of-mind return conditions and fee above will not apply where inconsistent with your legal rights. We will advise you on the appropriate return arrangements.

Please inspect your order upon receipt and contact us as soon as possible if your item is defective, damaged, does not match its description, or you receive the wrong item.

Please contact enquiries@townsman.com.au with your order number, a description of the issue and, where possible, photographs. We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Your rights under the Australian Consumer Law are not limited by our change-of-mind return policy.

The following items are not eligible for change-of-mind returns:

Gift Cards: Gift cards cannot be returned or refunded simply because you have changed your mind, except where required by law. This does not affect any rights that may apply under the Australian Consumer Law.
Sale or Marked-Down Items: Sale items are not eligible for change-of-mind returns unless otherwise stated. This does not affect your rights under the Australian Consumer Law.

If you wish to exchange an eligible item for a different size, colour or style, please submit an exchange request through your account.

Exchanges are subject to availability. For an approved change-of-mind exchange for another item of the same price, Townsman will provide a return shipping label. Once the original item has been received and inspected, a $12.50 return shipping fee will be payable via a secure payment link. The exchanged item will be dispatched once payment is received.

All change-of-mind exchange parcels must be shipped via Australia Post.

Due to the limited nature of our collection, we cannot guarantee availability. We do not reserve items while awaiting returned goods, and change-of-mind exchanges are processed once the original item has been received and inspected.

This exchange policy does not restrict any remedy you may be entitled to under the Australian Consumer Law.

Once we receive and inspect an eligible change-of-mind return, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 10 business days. For eligible change-of-mind returns, a $12.50 return postage fee will be deducted from the refund.

Return postage fees will not be deducted where doing so would be inconsistent with your rights under the Australian Consumer Law.

If more than 15 business days have passed since your refund was approved, please contact us at enquiries@townsman.com.au.

Made-to-order items

The Executive Collection is made to order. Standard sizing is available nationwide, while made-to-measure appointments are available in Melbourne.

As each piece is made to order, we do not accept returns, exchanges or refunds for change of mind, including where you select the wrong size, change your mind about the style or no longer want the item.

Made-to-measure items

Made-to-measure garments are produced using the measurements and specifications confirmed with you. Please carefully review and confirm your measurements, design selections and order details before production begins.

Once your made-to-measure order has been confirmed and production has commenced, cancellations and returns for change of mind are not accepted.

Order changes and cancellations

Please contact us as soon as possible if you need to request a change or cancellation. Requests made before production begins may be considered, but cannot be guaranteed once an order has been confirmed or production preparations have started.

Australian Consumer Law

These conditions apply only to change-of-mind returns and cancellations. They do not exclude, restrict or modify your rights under the Australian Consumer Law. If an Executive Collection item is faulty, does not match its description or agreed specifications, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

If you have a concern about your Executive Collection order, please contact enquiries@townsman.com.au so we can assess the issue.