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 is designed to ensure fairness and compliance with Australian Consumer Law (ACL), providing clear guidelines for both 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 (e.g., wearable blankets) cannot be returned once removed from their vacuum-sealed packaging or if they have been 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 an 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 sent back to the customer at their expense.

Change of Mind

We do not accept returns, order cancellations, or refunds for change of mind — including reasons such as ordering the wrong item, selecting the wrong size, or simply no longer wanting the product. Please review your order carefully before completing your purchase.

This policy is in line with Australian Consumer Law, which does not require businesses to accept returns for change of mind.

Cancellations

If your order has not yet been packed or processed, we may be able to cancel it upon request. However, due to our automated fulfillment system, we cannot guarantee cancellation once an order has been placed. If we are able to cancel the order in time, a $20 repacking and processing fee may apply.

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 any return shipping costs, including any international customs duties, taxes, or fees.

How to Initiate a Return

To start a return for a faulty, damaged, or incorrect item, please contact us at help@hoodiehaven.com within 14 days of receiving your order. Provide your order number, proof of purchase, and a brief description of the issue. Our team will review your request, and if it meets our return criteria, we will approve the return and provide you with detailed instructions on 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 after we have received and inspected your returned item to confirm it meets our return criteria. If the return is approved, the refund 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 it is eligible for return).

Non-Returnable Items

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

• Sale or discounted items.
• Gift cards.
• Hygiene-sensitive items (e.g., wearable blankets) that have been removed from their vacuum-sealed packaging or worn.

Inspect Your Order

We recommend inspecting your order as soon as it arrives. If you find a defect, damage, or incorrect item, please contact us within 14 days so we can 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 any 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, please contact our friendly team at help@hoodiehaven.com. We’re here to help!