Refund & Returns Policy

Last updated: 27 July 2026

At FIRSTEVO, we want you to be confident in every purchase. If something isn't right with your order, we're here to help.

This policy explains how returns, exchanges and refunds are handled for purchases made through FIRSTEVO.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

1. Change-of-Mind Returns

We offer change-of-mind returns within 30 days of receiving your order.

To be eligible for a change-of-mind return, your item must:

• be unused and in its original condition;

• be returned with its original packaging, tags and accessories where applicable;

• not show signs of wear, use, damage or alteration; and

• be accompanied by proof of purchase or your FIRSTEVO order number.

FIRSTEVO reserves the right to decline a change-of-mind return if the item does not meet these conditions.

Unless otherwise stated, customers are responsible for the cost of returning products for change-of-mind returns.

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

2. Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, is significantly different from its description, or you receive the wrong product, please contact us as soon as reasonably possible.

Please provide:

• your order number;

• a description of the issue; and

• photos or videos showing the problem where appropriate.

We may ask you to return the product so that we can assess the issue.

Where a product does not meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances and the nature of the problem.

Your rights under the Australian Consumer Law are not limited by our 30-day change-of-mind return period.

3. Return Shipping for Faulty Products

If a product is confirmed to have a fault or other problem covered by the Australian Consumer Law, FIRSTEVO will reimburse reasonable return shipping costs where applicable.

For products that are large, heavy or difficult to return, please contact us before arranging transportation so we can provide appropriate return or collection instructions.

Please keep any postage or transport receipts if you pay reasonable return costs for a product you believe is faulty.

4. Exchanges

If you would like to exchange an eligible product because you ordered the wrong size, model or variation, please contact us within the 30-day change-of-mind period.

Exchanges are subject to product availability and the conditions of our change-of-mind policy.

You may be responsible for return and redelivery shipping costs for change-of-mind exchanges.

If an exchange relates to a faulty product, your rights under the Australian Consumer Law will apply.

5. Items That Cannot Be Returned for Change of Mind

For hygiene, safety or other reasonable reasons, certain products may not be eligible for change-of-mind returns once opened or used.

Any such exclusions will be identified on the relevant product page where applicable.

These exclusions apply only to change-of-mind returns and do not limit your rights under the Australian Consumer Law if a product is faulty or otherwise fails to meet a consumer guarantee.

6. Sale and Promotional Items

Sale or promotional items may be eligible for change-of-mind returns unless the relevant promotion or product page states otherwise.

Regardless of any sale or promotional conditions, your rights under the Australian Consumer Law continue to apply to products that are faulty or otherwise fail to meet consumer guarantees.

7. How to Request a Return

Before sending a product back to us, please contact:

Email: support@firstevo.com.au

Please include your order number and reason for requesting the return.

For faulty or damaged products, please also include photos or videos where appropriate.

If your return is accepted or a return is required for assessment, we will provide return instructions and the appropriate return address.

Please do not send products back without contacting us first, as this may delay the processing of your return.

8. Refunds

Once an eligible returned product has been received and, where necessary, assessed, we will notify you about the outcome.

Approved refunds will generally be issued to your original payment method.

The time taken for the refunded amount to appear in your account may vary depending on your bank or payment provider.

9. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, if a product fails to meet these guarantees, you may be entitled to a repair, replacement, refund and/or compensation for reasonably foreseeable loss or damage.

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify those rights.

10. Contact Us

If you have any questions about a return, refund, exchange or product issue, please contact:

FIRSTEVO
Email: support@firstevo.com.au
Australia

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