Returns & Exchanges

At On Duty we understand that occasionally you may need to return items you buy online. Our returns policy is designed to make the process as straightforward as possible. Please note that our returns policy is in addition to other rights you may have as a consumer under Australian Consumer Law (ACL).

Unwanted items 

At On Duty we are happy to exchange or refund most items purchased online, if they are returned within 30 days in an unused condition with all tags and original packaging. If you wish to return an unwanted item then please send it to the below address in the original packing, and include a printed copy of your receipt clearly marked with RETURN SALE. Once we have received and inspected the item we will refund the item less a $10 restocking and handling fee.    

Faulty or Incorrect items

If you receive an item that is incorrect or faulty we will pay the return shipping costs. If the item is used but still under warranty then please clean the item thoroughly before you return it. Please include a printed copy of your receipt clearly marked with FAULTY SALE or INCORRECT ITEM as appropriate, and include a receipt for the return shipping cost or ensure shipping cost is displayed on the return packaging. Once we have received and inspected the item we will process a full refund including the return shipping cost, or send you a replacement item.   

General terms

The shipping costs charged as part of a customer's original order are non refundable

Several types of goods are exempt from being returned. We do not except perishable goods with expiration dates, products that are intimate, sanitary or personal care, hazardous materials, or flammable liquids or gases.

You should expect to have your return resolved within 2 - 4 weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of approval.

If your return is denied the item will be returned to the customer.

Return Address:

On Duty Returns,
Maxwell Club,
Macarthur Drive,
Holsworthy Barracks,
NSW 2173