Refund policy
At UNKNOWN FORM, we want you to be completely satisfied with your purchase. If an item isn't right for you, we offer a straightforward, compliant return process.
Policy Overview
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Return Window: 30 calendar days from the date of delivery.
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Item Condition: Clothing must be unworn, unwashed, unaltered, free of stains or odors (such as perfume or smoke), and returned in original packaging with all brand tags attached.
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Restocking Fees: $0.00 (We do not charge any restocking fees).
Order Cancellations
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Within 24 Hours: You can request to cancel your order within 24 hours of purchase by emailing info@unknownform.com with your order number.
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After 24 Hours: Once an order moves into fulfillment or has already dispatched, it cannot be canceled. You may instead return the package after it arrives following the standard return process below.
Return Shipping Fees & Responsibility
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Defective, Damaged, or Incorrect Items: If your order arrives damaged, defective, or incorrect, we cover all return shipping costs. Contact us immediately so we can provide a prepaid solution or replacement.
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Change of Mind / Customer Remorse: If you ordered the wrong item, no longer want the product, or simply changed your mind, you are responsible for paying the actual return shipping costs.
How to Initiate a Return
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Request Approval: Email info@unknownform.com with your order number and the reason for your return.
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Pack the Item: Carefully package the unused item securely in its original packaging along with all documentation and accessories.
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Dispatch: Send the parcel to the designated address provided in your return authorization email using a tracked shipping service.
Refunds & Processing Times
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Inspection: Once your return arrives at our facility, our team will inspect it to verify its condition.
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Processing: Upon approval, your refund will be issued to your original payment method within 7 business days. (Please note that your bank or credit card company may take additional time to post the transaction).
Exchanges
We accept exchanges for alternative items, colors, or sizes. Reach out to info@unknownform.com with your order details and the item you'd like instead, and our support team will guide you through the swap.
Undelivered or Missing Orders
If your parcel has not arrived within the expected window, email info@unknownform.com with your order number. If the carrier confirms the package is lost in transit, we will issue a full refund or send out a replacement at no extra charge.
Exceptions & Non-Returnable Goods
Certain items cannot be returned due to hygiene or safety reasons. Any non-returnable items will be clearly marked directly on their product pages prior to purchase.
Contact Information
Store Address: 48/11 The Avenue, Albany, Auckland 0632, New Zealand
Store Email: info@unknownform.com
Store Phone: +6498899818
Customer Service Hours: Monday to Friday, 10:00 AM – 5:00 PM NZST
Please note: This is an administrative mailing address only. We do not operate a physical retail storefront, and local pickups or walk-ins are not available. For product returns, please contact our support team first to receive designated return instructions and address details.