Refund policy

Last updated: June 15, 2026

At 10on10, we carefully inspect and photograph all products before they are listed for sale. Many of our products are sourced from clearance, overstock, export surplus, end-of-season, and other limited-quantity inventory channels. As a result, stock is limited and replacement sizes or variants may not always be available.

Return Window

Requests for returns, exchanges, or store credit must be initiated within 7 days of delivery.

To be eligible, items must:

  • Be unused, unwashed, and unworn.
  • Be returned in their original condition.
  • Include original tags and packaging where applicable.
  • Be free from stains, odours, alterations, or damage caused after delivery.

Exchanges

Eligible items may be exchanged when:

  • The wrong item was received.
  • The item arrives damaged.
  • The item does not fit and an alternative size is available.

Exchanges are subject to stock availability.

If the requested replacement size is unavailable, eligible customers may receive store credit instead.

Store Credit

For eligible returns where an exchange is not available or preferred, store credit may be offered.

Store credit:

  • Is issued after the returned item passes inspection.
  • Can be used on any future purchase from 10on10.
  • Is valid for 6 months from the date of issue.
  • Is non-transferable and cannot be redeemed for cash.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.
  • Clear photographs of the item.
  • Clear photographs of the packaging.

Upon verification, we will arrange an exchange, replacement, or store credit, as appropriate.

For approved damaged, defective, or incorrect-item claims, return shipping costs will be covered by 10on10.

Size-Related Exchanges

If you request an exchange due to sizing or fit issues:

  • The customer is responsible for shipping the item back to 10on10.
  • The customer is responsible for shipping charges associated with sending the replacement item.
  • Exchanges remain subject to stock availability.

If a replacement size is unavailable, store credit may be issued instead.

Non-Returnable Items

The following items are not eligible for return, exchange, or store credit:

  • Items showing signs of wear, washing, alteration, or misuse.
  • Items returned without original tags where applicable.
  • Items returned outside the stated return window.
  • Products damaged after delivery due to customer handling or use.

Refunds

At this time, 10on10 generally provides exchanges or store credit for eligible returns.

Refunds to the original payment method are typically limited to:

  • Orders cancelled before dispatch.
  • Items that cannot be fulfilled or shipped by 10on10.
  • Duplicate or erroneous charges.
  • Situations where a refund is required under applicable law.

Any approved refund will be processed using the payment method originally used for the purchase.

Contact Us

For all return, exchange, store credit, or refund requests, please contact:

support@10on10.shop

Please include your order number in all correspondence.