Refund policy
Shop confidently with our extended 30-day returns period. Change-of-mind returns are accepted within 30 days of confirmed delivery when the garment remains unopened and factory vacuum-sealed.
To ensure every customer receives a fresh, hygienic and genuinely new Hoodie Haven garment, opened items cannot be returned for change of mind, incorrect size, fit, length, colour preference or unwanted gifts.
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 — 30-Day Sealed Return
To be eligible for a change-of-mind return, the item must be:
- completely unopened
- still in its original factory vacuum-sealed 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 in any way, 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 30 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 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
- 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
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, 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.