Refund policy

Refund & Return Policy

Last updated: May 7th, 2026

At Haus & Harbour, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please review the following policy to understand your options for returns and refunds in accordance with the Australian Consumer Law (ACL).

Return Window and Eligibility

Returns are accepted within 30 days of delivery, provided the following conditions are met:

  • Items must be in new, unused, unwashed condition with all original tags intact.
  •  A valid proof of purchase (order confirmation or invoice) must be provided.
  • Customers must contact us at hello@hausandharbour.com to obtain a return authorization before shipping any items back.

Our 30-day return window is designed to be easy and fair. Please review the eligibility conditions above before initiating a return.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery with the following details:

  • Your order number.
  • Clear photographs of the damaged product and the outer packaging.
  • A brief description of the issue.

Once approved, we will arrange a replacement or full refund at no additional cost to you, including return shipping fees.

Refund Process

Once we receive and inspect your return (typically within 2–3 business days), we will notify you via email regarding the approval of your refund. If approved:

  • Refunds are processed to your original method of payment within 5–10 business days.
  • A confirmation email will be sent once the transaction is initiated.

Please allow an additional 3–7 business days for your financial institution to reflect the balance.

Late or Missing Refunds

If you have not received your refund after the specified timeframe:

  • Check your bank or payment account statement again.
  • Contact your credit card company or bank, as processing times vary between institutions.
  • If you have done this and still have not received your refund, please contact us at hello@hausandharbour.com.

Non-Returnable Items

We do not accept returns under the following conditions:

  • Items that have been used, washed, altered, or damaged by the customer.
  • Custom-made or personalized items (unless defective).
  • Items returned more than 30 days after delivery for change-of-mind reasons.
  • Items sent back without prior authorisation from our team.

Exchanges

We offer exchanges for incorrect sizes, defective products, or colour/style preferences (subject to availability). For change-of-mind exchanges, the customer is responsible for return shipping costs, while Haus & Harbour will cover the shipping cost of the replacement item sent back to you.

Return Logistics

  • Return Address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
  • Return Method: By mail (we recommend using a trackable shipping service).
  • Return Fees: No restocking fees. Return Shipping Cost: Free for defective/incorrect items; paid by the customer for change-of-mind returns.
  • Refund Period: 5–10 business days after inspection.

Cancellation Policy

You may cancel your order only if it has not yet been processed or dispatched. Once an order has been shipped, it cannot be cancelled, and you must follow the standard return process. Please contact us immediately at +61 2 8590 2323 for urgent cancellation requests.

Australian Consumer Law

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 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.

Contact Us

  • Store Name: Haus & Harbour
  • Business Name: HAUS AND HARBOUR PTY LTD
  • ABN: 50 691 218 372
  • Business Address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
  • Phone: +61 2 8590 2323
  • Email: hello@hausandharbour.com
  • Business Hours: 9:00 AM – 5:00 PM, Monday through Friday (GMT+10:00) AEST

Refund & Return Policy

Last updated: May 7th, 2026

At Haus & Harbour, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please review the following policy to understand your options for returns and refunds in accordance with the Australian Consumer Law (ACL).

Return Window and Eligibility

Returns are accepted within 30 days of delivery, provided the following conditions are met:

  • Items must be in new, unused, unwashed condition with all original tags intact.
  •  A valid proof of purchase (order confirmation or invoice) must be provided.
  • Customers must contact us at hello@hausandharbour.com to obtain a return authorization before shipping any items back.

Our 30-day return window is designed to be easy and fair. Please review the eligibility conditions above before initiating a return.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery with the following details:

  • Your order number.
  • Clear photographs of the damaged product and the outer packaging.
  • A brief description of the issue.

Once approved, we will arrange a replacement or full refund at no additional cost to you, including return shipping fees.

Refund Process

Once we receive and inspect your return (typically within 2–3 business days), we will notify you via email regarding the approval of your refund. If approved:

  • Refunds are processed to your original method of payment within 5–10 business days.
  • A confirmation email will be sent once the transaction is initiated.

Please allow an additional 3–7 business days for your financial institution to reflect the balance.

Late or Missing Refunds

If you have not received your refund after the specified timeframe:

  • Check your bank or payment account statement again.
  • Contact your credit card company or bank, as processing times vary between institutions.
  • If you have done this and still have not received your refund, please contact us at hello@hausandharbour.com.

Non-Returnable Items

We do not accept returns under the following conditions:

  • Items that have been used, washed, altered, or damaged by the customer.
  • Custom-made or personalized items (unless defective).
  • Items returned more than 30 days after delivery for change-of-mind reasons.
  • Items sent back without prior authorisation from our team.

Exchanges

We offer exchanges for incorrect sizes, defective products, or colour/style preferences (subject to availability). For change-of-mind exchanges, the customer is responsible for return shipping costs, while Haus & Harbour will cover the shipping cost of the replacement item sent back to you.

Return Logistics

  • Return Address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
  • Return Method: By mail (we recommend using a trackable shipping service).
  • Return Fees: No restocking fees. Return Shipping Cost: Free for defective/incorrect items; paid by the customer for change-of-mind returns.
  • Refund Period: 5–10 business days after inspection.

Cancellation Policy

You may cancel your order only if it has not yet been processed or dispatched. Once an order has been shipped, it cannot be cancelled, and you must follow the standard return process. Please contact us immediately at +61 2 8590 2323 for urgent cancellation requests.

Australian Consumer Law

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 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.

Contact Us

  • Store Name: Haus & Harbour
  • Business Name: HAUS AND HARBOUR PTY LTD
  • ABN: 50 691 218 372
  • Business Address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
  • Phone: +61 2 8590 2323
  • Email: hello@hausandharbour.com
  • Business Hours: 9:00 AM – 5:00 PM, Monday through Friday (GMT+10:00) AEST