Refund & Returns Policy
This Refund & Returns Policy describes how Haus and Harbour handles returns, exchanges, refunds, and related customer requests when you purchase or attempt to purchase products through our store (the “Services”). Please read this policy carefully before making a purchase. By placing an order, you acknowledge and agree to the practices described in this Refund & Returns Policy.
Eligibility for Returns
We want you to be fully satisfied with your purchase.
You may request a return within 30 days of receiving your order.
To be eligible for a return:
- The item must be unused, unwashed, and in the same condition in which you received it.
- Original tags, labels, packaging, and accessories must be included.
- Proof of purchase or order confirmation is required.
Items that do not meet these conditions may not be eligible for return or may be subject to a partial refund.
Non-Returnable Items
Certain products cannot be returned for hygiene or safety reasons, including but not limited to:
- Intimate or sanitary goods
- Personal care items
- Gift cards
- Items marked as “Final Sale” at the time of purchase
- Products damaged due to improper use, handling, or storage by the customer
Exchanges
We offer exchanges for:
- Incorrect size
- Defective or damaged products
- Wrong item received
Exchange requests must also be made within 30 days of receiving the product.
If the requested replacement item is unavailable, we may offer a store credit or refund instead.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to your original method of payment.
- Processing times may vary depending on your payment provider, but refunds typically appear within 5–10 business days.
Shipping fees paid at the time of purchase are non-refundable, unless the return is due to our error (e.g., defective or incorrect item).
Return Shipping
Customers are responsible for return shipping costs unless:
- The product arrived damaged,
- The wrong item was sent, or
- There was another error on our part.
We recommend using a trackable shipping service.
We are not responsible for returns lost or damaged during transit.
Damaged, Defective, or Incorrect Items
If your order arrives damaged or incorrect, please contact us immediately.
To process your request quickly, include:
- Photos of the item received
- Photos of the packaging
- Your order number
We will arrange a replacement or refund at no additional cost to you.
Cancellations
Orders may be cancelled only if the order has not yet been processed or shipped.
Once an order is dispatched, it must follow the standard return process.
International Orders
International customers are responsible for:
- Return shipping costs
- Customs duties, taxes, or import fees
- Any shipping delays caused by customs or international carriers
Refunds will be processed once the returned item is received and inspected.
Changes to This Refund & Returns Policy
We may update this Refund & Returns Policy from time to time to reflect changes in our practices, products, or legal requirements. The updated version will be posted on this page with a revised “Last updated” date.
Contact Us
If you have any questions or need assistance with a return, exchange, or refund request, please contact us at:
📧 hausandharbour@gmail.com
📍 10 Woodlands Drive, Thornton, NSW, 2322, AU