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
  • 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, 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.

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. 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 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.