Hoodie Haven Returns & Refunds Policy

Refund and Returns Policy

At Hoodie Haven, an Australian-owned business, we are committed to providing premium products and exceptional service. While we strive for perfection, we understand that things don’t always go as planned. Our refund and returns policy ensures fairness and compliance with Australian Consumer Law (ACL), offering clear guidelines for domestic and international customers.

Eligibility for Returns

To qualify for a return or refund, your item must meet the following criteria:

• It is unused, unworn, and in its original condition, including all tags and packaging.
• Hygiene-sensitive items, such as wearable blankets, cannot be returned if removed from their vacuum-sealed packaging or worn, unless the item is faulty or not as described.
• Proof of purchase (e.g., receipt or order confirmation) is required.

Note: We do not accept returns for change of mind or incorrect size selection. Returns are only accepted if the item is faulty, damaged, or not as described.

Items that do not meet these conditions will not be eligible for a return and may be returned to the customer at their expense.

Return Shipping Costs

Faulty or Incorrect Items: If your item is faulty, damaged, or incorrect, Hoodie Haven will cover the cost of return shipping, including international shipping if applicable.

Change of Mind or Other Returns: Original shipping costs are non-refundable. Customers are responsible for return shipping costs, including any international customs duties, taxes, or fees.

How to Initiate a Return

To start a return, please contact us at help@hoodiehaven.com within 14 days of receiving your order. Include your order number, proof of purchase, and a brief description of the issue. Once approved, we’ll provide detailed instructions for sending your item back to our headquarters in Australia.

Note: Items sent back without prior approval will not be accepted.

Refund Process

Refunds will be processed within 5–10 business days of receiving and inspecting your returned item. Refunds will be issued to your original payment method.

• Original shipping fees are non-refundable.
• Restocking Fee: A $20 restocking fee applies to all returns, unless the item is faulty or incorrect. This fee covers the cost of processing and restocking the returned item.

Exchanges

We do not offer direct exchanges. To receive a replacement item, please place a new order after returning the original item (if eligible).

Non-Returnable Items

The following items are not eligible for return unless they are faulty:

• Sale or discounted items.
• Gift cards.
• Hygiene-sensitive items, such as wearable blankets, that have been removed from their vacuum-sealed packaging or used.

Inspect Your Order

We recommend inspecting your order as soon as it arrives. If you find a defect, damage, or incorrect item, contact us within 14 days to resolve the issue. Claims submitted after this period may not be eligible for review.

International Customers

For customers outside Australia, please note:

• Returns must be sent to our headquarters in Australia.
• You may be responsible for customs duties, taxes, or fees incurred during the return process unless the item is faulty or incorrect.

Questions?

If you have any questions about returns, refunds, or exchanges, feel free to contact our friendly team at help@hoodiehaven.com. We’re here to help!