Returns Policy

1.Introduction

This Returns Policy (Returns Policy) applies to all purchases made on our website. This Returns Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns Policy are defined in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Change of Mind

Change of mind requirements

If you have changed your mind about an item, we may offer an exchange or store credit, provided that:
the request is made according the the below requirements;
  1. The request is made within 7 days of delivery;
  2. that you provide satisfactory proof of purchase;
  3. the merchandise is in saleable condition (that is, the item is unworn or unused, with all original packaging or tags attached and where the products seal is not broken or tampered); and
  4. The item is not an Excluded Goods as detailed below.

    Excluded Goods

    Returns and exchanges will not be provided on the following types of merchandise, except in accordance with Australian Consumer Law:
    1. Cosmetics/Beauty;
    2. Hair Accessories;
    3. Items marked as 'pre-sale' (meaning that they are made custom to order);
    4. Hats;
    5. Swimwear;
    6. Earrings; and
    7. Items marked as 'final sale' (meaning that they are not to be discounted further) can't be returned or exchanged unless they are faulty.

    3. Returns Tender

    Store Credit

    • If you are to receive a store credit, the credits are provided in the form of store credit.
    • Please allow up to 48 hours for the store credit to be applied to your account, from the date on which we receive your items.
    • Store credit is valid for 12 months before expiry.
    • Store credit are non-refundable.
    • To use your store credit you will have the option in the checkout, on the payment step. 

    Replacement / Exchange

    • If you are to receive an exchange;
    • Items must be returned to the store at your own expense, prior to replacement items being shipped. 
    • You are expected to cover any extra postage costs associated with an exchange due to 'change of mind'.
    • Please allow up to one week to approve and process an exchange, after returned item has been delivered to the shop location.

    4. Faulty/Defective Product

    If an item is found to be defective or faulty, you will be required to book your return via email. In order to assist us in facilitating the returns process, you may be required to upload clear images of the damage, defect or fault for us to assess. Upon the initial preliminary assessment we may request that you provide further information in order to process your claim.

    If the product is confirmed to have a defect, we will provide you with a replacement or online store credit on the faulty item (at your election). We will require that you return the defective or faulty item to Howdy Hetty by post at our expense and we will contact you to provide further information regarding this process. 

    Please note that we may not be able to offer a replacement or exchange on some Products if there is no longer stock available.

    5. Consumer Guarantees

    This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

    If you believe an item purchased from us is defective or faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose an exchange or replacement and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide an exchange or replacement.

    Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may conflict you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Websites.

    6. Amendment

    This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be considered to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions, before making any purchase. Our agents, employees and third parties do not have authority to amend this Policy or our Terms and Conditions.

    7. Pre-Sale Goods

    'Pre-sale' goods are made to order. All sales on these products are final and due to the custom nature of the product, are not subject to exchanges or returns. Please select carefully when making purchases on these items.

    8. Contact Us

    If you have any inquiries regarding your return or our Returns Policy, please contact us. If there are any further issues, you may contact our customer service team through email at info@howdyhetty.com