Refund policy

RETURNS POLICY

We want you to be totally satisfied with our products and services. There may be times when you will need to return a product purchased from H&FAustralia. Our Returns Policy is designed to assist you with your return.

You are entitled to a replacement, credit or refund where item(s) are:

  • Faulty
  • Wrongly described
  • Different from a sample shown to you; or
  • Do not do what they are supposed to do

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you simply change your mind, don’t worry. Provided you return your product in its original as-new condition with tags, packaging and proof of purchase, we’ll gladly exchange it. Some exclusions apply, listed below.

EXCLUSIONS

In some cases a refund, replacement, or repair may not be offered if you:

  • Substantially modify the product
  • Misuse the product contrary to user instructions or packaging labels

Certain products are excluded under our Returns Policy unless they are faulty, these include:

  • Tailor made customer orders
  • Underwear (thermals and swimwear), socks
  • Gift-cards, vouchers, and/or credit vouchers
  • Delivery fees and charges

HOW LONG DO YOU HAVE TO RETURN A PRODUCT?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. You can contact us for further information about the warranty period for the product you return.

EXPENSES RELATING TO PRODUCT RETURNS

Any expenses relating to the return of your product to store will normally have to be paid by you. This does not impact your consumer guarantee rights, you may be entitled to recover reasonable postage or transportation costs if the product is confirmed to have a major failure. For online store purchases that meet the return criteria, we will pay for return freight for any parcel under 22kg in weight and under 105cm in length. Parcels in excess of 22kg or 105cm will need to be assessed by our Customer Care Team.

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as: