Refund Policy

Membership Refunds

Memberships are non-refundable once access has been provided. This includes access to exclusive Substack content, Discord community, and member discounts.

If you have concerns about your membership or experience technical issues accessing member benefits, please contact us and we will work with you to resolve the issue.

You may cancel your membership at any time, and your access will continue until the end of your current billing period. No refunds will be provided for the remaining period of an active membership.

Merchandise Refunds

Refunds for merchandise purchases are handled in accordance with the policies of our fulfilment partners:

Shopify

All merchandise purchases are processed through Shopify. Refund requests for merchandise should be initiated through your Shopify order or by contacting us directly. Refunds will be processed according to Shopify's refund policy and Australian consumer law requirements.

Printful

Merchandise is fulfilled by Printful. If you receive a damaged, defective, or incorrect item, please contact us immediately. We will work with Printful to resolve the issue, which may include replacement or refund depending on the circumstances.

Refunds for merchandise are generally available within 30 days of delivery, provided the item is unused and in its original condition. Custom or personalised items may not be eligible for refund unless they are defective or incorrect.

Contacting Support

If you need to request a refund or have questions about our refund policy, please contact us:

Email: newgroundaus@gmail.com

Please include your order number, membership details (if applicable), and a brief description of your request. We aim to respond to all refund enquiries within 5 business days.

For merchandise issues, please include photos if the item is damaged or defective, as this will help us process your request more quickly.