Returns, Refunds & Exchanges:

Firstly, thank you for buying a FRACTEL Product, we appreciate the support! Secondly, sorry it didn’t work out, but we’re here to help.

If the product fits

If you’ve received your product, and for any reason it doesn’t suit your needs (it doesn’t fit, or the colour doesn’t match your new running shoes for example), then please return within 30 days*. If you still have the box, great, if not don’t stress. Contact us at hello@fractel.com.au and we will arrange for you to ship back to us at your expense.

NOTE: Unless faulty, we cannot accept returns for products purchased through our Archive Sale. 

Once we have confirmation the package is on its way back to us we will process the refund.

If you would like to exchange for a different colour or style, then we will post the new product as soon as we have confirmation of the return. A tracking number is fine for confirmation.  Please note, we cannot reserve the exchange product/s while we wait for your tracking confirmation email.

*Original tags must still be attached.

Exceed Your Expectations (EYE) Guarantee

As runners ourselves, we know how frustrating it is to spend money on something only for it not to last, or for the product to not meet our expectations. Hence we have the Exceed Your Expectations (EYE) Guarantee. At FRACTEL, we believe in the quality of our products and we get just as upset as you do when they do not meet those high standards.

If our product fails for any reason, or does not meet your expectations of what a FRACTEL product should live up to, then please contact us at hello@fractel.com.au. We will endeavour to fix the product should it be broken, or offer you a replacement or full refund as soon as possible. 

Buy 2 Get 3rd 50% Off

For these orders, the refund will be net of the discount given - like it had just been a normal 2 item order.

Timing of Refund

Please allow 2 business days for the refund to reflect once we have confirmed the refund.

How to make a Return

If you would like to return an item, please send to the following address in the same box if possible, no worries if not: 

10 Heliconia Street, Mountain Creek, 4557 QLD Australia

Please send us an email at hello@fractel.com.au with the tracking number if possible. As soon as we receive confirmation the item has been sent we will process the refund.