Refund policy
Changed your mind? You have 14 days from confirmed delivery to request a return. You are welcome to open the packaging and take a look — the item simply needs to come back unworn, unwashed and in resaleable condition with the original swing tag still attached.
These change-of-mind conditions apply to orders placed on or after 22 August 2026. Orders placed before that date are handled under the policy that applied at the time of purchase.
This does not affect your rights under Australian Consumer Law. If your item is faulty, damaged, incorrectly supplied or materially different from its description, please contact us so it can be assessed and resolved.
Change of Mind — 14-Day Return
To be eligible for a change-of-mind return, the item must be:
- requested through our returns portal within 14 days of confirmed delivery
- unworn, unwashed, unused and clean
- in resaleable condition
- with the original swing tag still attached
- free from perfume, body odour, makeup, marks, stains, pet hair, lint, damage or any other signs of wear
You may open the original vacuum-sealed packaging to inspect the item. Opening the packaging does not affect your eligibility. Wearing, washing, using or soiling the item does.
If the swing tag has been removed, or the item is not clean, unworn and in resaleable condition, the change-of-mind return will not be approved. This applies equally to returns based on size, fit, length, colour preference or unwanted gifts.
Timeframe
Requests for change-of-mind returns must be submitted through our returns portal within 14 days of confirmed 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 Exchanges
We do not offer exchanges. If you would like a different style, colour, or size, please submit a return request for the original item and place a new order for the one 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
- For approved change-of-mind returns, the original outbound shipping cost is non-refundable. Where a separate shipping charge was paid at checkout, that charge will not be refunded. Where shipping was advertised as free, included in the product price, discounted, or no separate shipping charge appeared at checkout, the reasonable outbound shipping cost incurred by Hoodie Haven may be deducted from the refund. This deduction does not apply to items confirmed to be faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer guarantees.
- We recommend using a trackable shipping service; we are not responsible for parcels lost in transit
Fees and Deductions
Change-of-mind returns may be subject to a restocking and handling fee, along with any applicable shipping deductions. Any fees will be clearly shown during the return request process before the return is submitted.
These fees and deductions do not apply to items confirmed to be faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer guarantees.
Refunds
Refunds are processed manually to the original payment method after the returned item is received and has passed inspection.
For change-of-mind returns, the refund is the product purchase price less any restocking and handling fee and shipping deduction shown to you during the return request process, unless required otherwise by law.
If a returned item does not pass inspection, the change-of-mind refund will not be approved. You may choose to have the item returned to you at your cost.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, incorrect, or materially different from its description, contact us as soon as possible with your order number and clear photos of the issue. A short video can also help us assess the problem.