Hoodie Haven Returns & Refunds Policy
Hoodie Haven Returns & Refunds Policy
Our Commitment
Hoodie Haven is proud to deliver premium quality products with honest, transparent service. This policy outlines your rights and our procedures in accordance with Australian Consumer Law (ACL).
Eligibility for Returns
To be eligible for a return, your item must:
- Be unused, unworn, and in original condition with all tags and packaging intact.
- Remain sealed in its vacuum packaging (for wearable blankets and hygiene-sensitive items).
- Include proof of purchase (e.g., order confirmation or receipt).
Important: Items that do not meet these requirements may be returned to you at your expense.
Change of Mind Returns
We offer 14-day returns for change of mind, provided the product is in original, unopened condition. If your wearable blanket has been opened, worn, washed, or used, we cannot accept it back due to hygiene standards.
Return requests must be approved before sending items back. Items sent without approval may be rejected or returned to you at your expense.
Customers are responsible for return postage on change of mind returns. Free shipping applies only to completed purchases — if a return is approved, the original shipping cost will be deducted from your refund.
Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or not as described, you're entitled to a full refund, replacement, or repair in line with Australian Consumer Law. Hoodie Haven will cover return shipping costs for these cases, including international returns.
Notification Requirement: Any faults or defects must be reported to us within 14 days of receiving your order. Claims made after this period may not be eligible for repair, replacement, or refund unless required under Australian Consumer Law.
Important: Any attempt to alter, repair, or modify the product without our written approval voids your right to a replacement, refund, or further warranty claim. We require photos of the issue before authorising a return.
Cancellations
We do not accept cancellations after purchase. Our system begins packing your order immediately to ensure fast delivery. Please double-check your order details before placing it.
This no-cancellation policy helps us maintain quick turnaround and fair treatment to all customers. Thank you for understanding.
Return Shipping Costs
- Faulty or Incorrect Items: Return shipping is covered by Hoodie Haven.
- Change of Mind: Customer is responsible for return shipping. Original shipping is non-refundable.
How to Start a Return
Email us at help@hoodiehaven.com within 14 days of receiving your order. Include your order number, reason for return, and supporting photos if applicable. We'll confirm your eligibility and send return instructions. Items sent without approval will not be accepted.
Refund Processing
Refunds will be issued to your original payment method within 5–10 business days of receiving and inspecting your return.
- Free shipping applies only to completed purchases. If you return your order, the original shipping cost will be deducted from your refund.
- A $20 processing and handling fee applies to all accepted returns. This covers cleaning, inspection, and safe disposal where items cannot be resold due to hygiene standards.
- Original shipping fees (if paid at checkout) are non-refundable.
Exchanges
We do not offer direct exchanges. To receive a different item, please place a new order once your return has been approved and refunded.
Items That Cannot Be Returned
We do not accept returns for the following (unless faulty):
- Items on sale or purchased with discount codes.
- Gift cards.
- Wearable blankets removed from vacuum seal or showing signs of wear.
Inspecting Your Delivery
Please inspect your item on arrival. Any faults or damages must be reported within 14 days so we can assist you promptly. Claims made after this period may not be accepted unless required under Australian Consumer Law.
International Returns
We welcome returns from international customers under the same eligibility guidelines. Return postage and any customs duties are the customer’s responsibility unless the item is faulty or incorrect.
Need Help?
For any return or refund questions, contact us at help@hoodiehaven.com. We’re happy to help.