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.
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 any product cards or tags attached, where these were included with your order
- 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 has been tried on, or the item does not meet every condition above, the change-of-mind return will not be approved.
There is one exception to the "not tried on" rule. If you have opened the packaging only to try the item on briefly to check sizing, your request may be considered under Size / Fit Returns — Within 48 Hours of Delivery below, rather than as a change-of-mind return.
Size / Fit Returns — Within 48 Hours of Delivery
If your Haven does not fit as expected, you may request a size or fit return eligibility review within 48 hours of confirmed delivery. Requests are reviewed on a case-by-case basis.
This is a specific try-on exception. Unlike a change-of-mind return, the item may have been opened and tried on briefly for size assessment only. To be considered, the item must only have been tried on to check sizing, and must not have been worn, washed, used, altered, damaged, scented, marked, stained, or exposed to pet hair or lint. It must be returned with all original packaging and any product cards or materials included with your order.
Please request a review through our returns portal first, and do not send anything back until your request has been approved. A request is an eligibility review only and is not confirmation that the return is accepted.
For approved size or fit returns, you are responsible for return postage, and any applicable return, handling, or original-shipping deductions may apply. Final approval is made only after the item is received and inspected by our team.
Timeframe
Requests for change-of-mind returns must be submitted through our returns portal within 14 days of delivery. Size or fit return requests must be submitted within 48 hours 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 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 and size or fit returns:
- The customer is responsible for organising and paying for return shipping
- We do not provide prepaid return labels for change-of-mind or size or fit 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 and size or fit 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. A short video can also help us assess the problem.
These cases are assessed separately from change-of-mind and size or fit 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. Change-of-mind fees and deductions do not apply where an item is confirmed faulty, damaged, or incorrect.
If we ask you to return a faulty, damaged, or incorrect item and the fault is confirmed after assessment, we will cover reasonable return postage. If no fault is found after assessment, the request may be declined or handled under our standard change-of-mind or size or fit eligibility process instead.
For zip concerns, please first check that no fabric or sherpa lining is caught in the zip, and avoid forcing the zip as this can cause damage. Send clear photos, and a short video if possible, so our team can assess the issue. A replacement or refund is confirmed only after assessment.
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 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.