Refund policy
We hope you love your Hoodie Haven Havens. If you need to make a return, please read this policy carefully.
Change of Mind
We do not offer refunds or exchanges for change of mind unless the item meets all eligibility conditions below. This does not affect your rights under Australian Consumer Law.
To be eligible for a change-of-mind return review, the item must be:
- completely unopened and still sealed in its original vacuum packaging
- unused, unworn, unwashed, and not tried on
- with all product tags attached and intact
- free from marks, scent, hair, lint, pet hair, or damage
- in brand-new, original resaleable condition
If the packaging or vacuum seal has been opened, or the item does not meet every condition above, the change-of-mind return will not be approved.
Timeframe
Requests for change-of-mind returns must be submitted through our returns portal within 14 days of delivery.
Please do not send items back unless your return request has been reviewed and approved first. Items sent back without approval may be refused or returned to sender at your expense.
No Direct Exchanges
We do not offer direct exchanges. If you need a different style, colour, or size, you must first submit a return request. If the return is approved, you can place a new order for the item you want.
Return Shipping
For approved change-of-mind returns:
- The customer is responsible for organising and paying for return shipping
- We do not provide prepaid return labels for change-of-mind returns
- Original shipping costs and any carrier fees are non-refundable unless required by law
- We recommend using a trackable shipping service; we are not responsible for parcels lost in transit
A handling, inspection, or restocking fee may be deducted from the final refund amount where applicable.
Refunds
Approved refunds are processed to the original payment method after the returned item is received and inspected.
For change-of-mind returns, refunds apply to the product purchase price only, unless required by law.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, contact us as soon as possible with your order number and clear photos of the issue.
These cases are assessed separately from change-of-mind requests and are handled in line with Australian Consumer Law. We will always fix faulty items, which may include a repair, replacement, or refund depending on the circumstances.
Return-to-Sender or Undeliverable Parcels
If a parcel is returned to us because the address was incorrect, delivery was refused, or the parcel was not collected, any carrier return fees or additional re-shipping costs may be payable by the customer.
Request a Return Eligibility Review
If your item is unopened, sealed, and meets the eligibility conditions above, please submit your request through our returns portal before sending anything back.
Request a return eligibility review
Your Consumer Rights
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law or other applicable consumer protection laws.