Refund and Returns Policy

1. INTRODUCTION

This policy explains the terms and conditions for returns, refunds, and shipping for Hinterfolk Collective. We are committed to providing quality products and excellent customer service while complying with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law:

Under the ACL, you have consumer guarantees that cannot be excluded. These guarantees ensure that:

Products are of acceptable quality
Products are fit for their intended purpose
Products match their description
Products are safe and durable

If a product fails to meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund.

This policy works alongside your statutory rights under the ACL and does not limit or exclude them in any way.

2. SHIPPING POLICY

2.1 Processing Times

Order Processing: 1-3 business days

Once your order is placed and payment is confirmed:

Your order will be processed within 1-3 business days
You will receive an order confirmation email
Once shipped, you will receive a shipping confirmation email with tracking information (where available)

Business days: Monday to Friday, excluding Australian public holidays.

2.2 Shipping Timeframes

IMPORTANT – International Shipping Notice:

Most of our products are shipped directly from our overseas suppliers to ensure competitive pricing. This means:

Standard Shipping: 15-30 business days

Products ship from international warehouses (primarily China)
Delivery timeframes vary depending on:
- Product availability
- Customs clearance
- Australia Post processing
- Your location within Australia

Express Shipping: Not currently available

Selected Products – Local Stock: 3-7 business days

Some products may be available from Australian warehouses
This will be clearly indicated on the product page
These items ship via Australia Post or local couriers

2.3 Shipping Destinations

We currently ship to:

✅ All Australian states and territories
✅ Metropolitan and regional areas
✅ PO Boxes and Parcel Lockers (Australia Post)

Remote Areas: Delivery to remote areas may take additional time. If your location requires special arrangements, we will contact you after your order is placed.

We do not currently ship to:

❌ International addresses outside Australia
❌ Military (APO/FPO) addresses

2.4 Shipping Costs

Free Standard Shipping on All Orders

We include shipping costs in our product prices, so you always enjoy free shipping to anywhere in Australia.

Important Notes:

No hidden fees at checkout
No minimum order value required
Includes standard international shipping from our suppliers
Customs duties and import taxes are our responsibility (included)

2.5 Order Tracking

Tracking Availability:

Most orders: Tracking information will be provided via email once your order ships
Some orders: May not have full tracking due to the nature of international shipping
Tracking delays: It may take 3-7 days after shipment for tracking to update

To track your order:

Check your shipping confirmation email for the tracking number
Visit the carrier’s website (usually Australia Post or local courier)
Enter your tracking number
Contact us if you need assistance: [Insert Email]

Tracking Issues:

If your tracking hasn’t updated in 7 days, or if you have concerns about your order location, please contact us immediately.

2.6 Shipping Delays

While we strive for timely delivery, please be aware that shipping times are estimates and may be affected by:

Factors Beyond Our Control:

Customs clearance delays (Australian Border Force)
Public holidays in Australia or origin country
Extreme weather conditions
Natural disasters
Postal service delays (Australia Post)
High-volume shopping periods (Christmas, EOFY sales)
COVID-19 or other pandemic-related disruptions
Courier capacity issues

Holiday Season Notice:

During peak periods (November-January), shipping may take longer than usual. We recommend:

Ordering early if you need items by a specific date
Allowing extra time during Christmas/New Year period
Contacting us if you have urgent delivery requirements

We are not responsible for delays caused by customs, postal services, or circumstances beyond our control.

2.7 Lost or Missing Packages

If your package hasn’t arrived within the expected timeframe:

Step 1 (After 30 days): Contact us at [Insert Email]

Provide your order number
We will investigate with the shipping carrier

Step 2: We will either:

File a claim with the carrier
Arrange a replacement shipment (if available)
Issue a full refund if the package cannot be located

Our Guarantee:

If your package is confirmed lost, we will take full responsibility and provide a replacement or refund at no cost to you.

2.8 Incorrect Shipping Address

IMPORTANT: Please ensure your shipping address is correct at checkout.

If you provide an incorrect or incomplete address:

We cannot guarantee successful delivery
Re-shipping costs may apply
You are responsible for additional shipping fees to correct the address

To update your address:

Contact us within 24 hours of placing your order
After 24 hours, your order may have already been dispatched

2.9 Failed Delivery Attempts

If the courier cannot deliver your package:

They will leave a notification card
Your package will be held at the local post office or depot
You will have 10-15 days to collect it
After this period, the package may be returned to sender

If your package is returned to us:

You are responsible for re-shipping costs
Or you may choose a refund (minus original shipping costs if not free shipping)

3. RETURNS POLICY

3.1 Australian Consumer Law Rights

You have rights that cannot be excluded by this policy.

Under the Australian Consumer Law, you are entitled to:

Major Failures: If a product has a major failure (doesn’t work, is unsafe, significantly different from description):

You can choose a refund or replacement
We must provide the remedy you choose

Minor Failures: If the failure is minor, we can choose to offer:

Repair, replacement, or refund

3.2 Change of Mind Returns

30-Day Change of Mind Guarantee

We want you to be completely satisfied with your purchase. If you change your mind, you can return most items within 30 days of delivery for a full refund or exchange.

Conditions:

To be eligible for a change of mind return:

✅ Item must be in original condition:

Unused and unworn
Original tags and packaging intact
Not washed, altered, or damaged
In resaleable condition

✅ Proof of purchase required:

Order number
Receipt or order confirmation email

✅ Within 30 days of delivery:

Return request must be made within 30 days
Item must be returned within 45 days

❌ Not eligible for change of mind returns:

Items marked as “Final Sale” or “Non-Returnable”
Intimate apparel (underwear, swimwear) if packaging seal is broken
Personalized or custom-made items
Perishable goods
Hygiene products (once opened)
Items damaged due to misuse

3.3 Faulty, Damaged, or Incorrect Items

We take full responsibility for quality issues.

If your item arrives:

Faulty or defective
Damaged during shipping
Significantly different from description
Wrong item sent

You are entitled to:

Full refund (including return shipping costs)
Free replacement (shipped at no cost)
Partial refund (if you wish to keep a slightly damaged item)

How to Report an Issue:

📧 Email us immediately: [Insert Email] 📸 Include photos of the damaged/faulty/incorrect item 📝 Provide your order number

We will respond within 24 hours with return instructions or a resolution.

3.4 How to Initiate a Return

Step 1: Contact Us Email: [Insert Email] Subject: Return Request – Order #[Your Order Number]

Include:

Your order number
Reason for return (faulty, change of mind, etc.)
Photos (if item is damaged or faulty)

Step 2: Receive Authorization

We will review your request within 1-2 business days
If approved, we will provide:
- Return authorization number
- Return shipping instructions
- Return address (if applicable)

Step 3: Ship the Item

Pack the item securely in original packaging
Include return authorization number
Ship via a tracked service (recommended)
Keep your tracking number

Important: Do not return items without contacting us first. Unauthorized returns may not be accepted.

3.5 Return Shipping Costs

Faulty, Damaged, or Our Error:

✅ We cover all return shipping costs
We will provide a prepaid return label (where available)
Or reimburse your return shipping costs

Change of Mind Returns:

❌ You are responsible for return shipping costs
We recommend using a tracked service
We are not responsible for items lost in return transit

Cost Estimate: Return shipping within Australia typically costs $10-$25 depending on item size and your location.

3.6 International Returns

Since most of our products ship from overseas, returning items internationally can be expensive and time-consuming.

For faulty or incorrect items:

We may offer a full refund without requiring a return
Or send a replacement at no cost
This is at our discretion to save you time and money

For change of mind:

International return shipping costs can be prohibitive ($30-$100+)
We recommend carefully considering if return is worthwhile
Contact us to discuss options

3.7 Return Processing Time

Once we receive your return:

Inspection: 2-3 business days
Refund/Replacement: 5-10 business days

If your return is approved:

Refunds will be processed to your original payment method
Replacements will be shipped immediately
You will receive a confirmation email

4. REFUNDS POLICY

4.1 Refund Eligibility

You are eligible for a refund if:

Product is faulty or defective (ACL rights)
Product was damaged in shipping
Wrong item was sent
Item doesn’t match description
Change of mind return is approved and item is in original condition

4.2 Refund Methods

Original Payment Method:

Refunds will be issued to the same payment method used for purchase:

Credit/Debit Card: 5-10 business days (after refund is processed)
PayPal: 3-5 business days
Afterpay: Automatically adjusted (future payments reduced or refunded)

Store Credit (Optional):

Faster processing (immediate)
Can be used for future purchases
Valid for 12 months

4.3 Refund Amount

Full Refund Includes:

Product cost
Original shipping costs (if product was faulty/our error)
Return shipping costs (if faulty/our error)

Partial Refund (When Applicable):

If item shows signs of use
If original packaging is damaged
If item is returned after 30 days but within reasonable timeframe
If you keep a slightly damaged item and agree to partial refund

Change of Mind Refund:

Product cost (full)
Original shipping costs (may be deducted if we offer free shipping)
You pay return shipping

4.4 Non-Refundable Items

The following items cannot be refunded once opened/used:

Intimate apparel with broken seals
Personalized or custom items
Digital products or downloads
Perishable goods
Hygiene products

4.5 Refund Processing Time

Timeline:

Return received: 0 days
Inspection completed: 2-3 business days
Refund processed: 1 business day
Refund appears in account: 5-10 business days (depending on your bank)

Total time: Approximately 7-14 business days from when we receive your return.

Delays:

Bank processing times vary
Credit card refunds may take longer during statement cycles
Contact your bank if refund doesn’t appear after 14 business days

4.6 Failed or Rejected Returns

Your return may be rejected if:

Item is not in original condition
Item shows signs of wear or use
Item is damaged due to your misuse
Return was not authorized
Item was returned after the return window closed

If your return is rejected:

We will notify you via email
Item will be returned to you (you pay return shipping)
Or item will be disposed of if return shipping is declined

5. EXCHANGES

5.1 Exchange Policy

We currently do not offer direct exchanges. If you need a different size, color, or product:

Process:

Return your original item for a refund
Place a new order for the item you want

Why this process?

Faster processing (no delays waiting for returns)
You can secure the new item immediately
Simpler for international shipping logistics

5.2 Size or Color Concerns

Before purchasing:

Check product size charts carefully
Read product descriptions
View customer reviews for sizing feedback
Contact us if you have questions: [Insert Email]

If you receive the wrong size/color due to our error:

We will send the correct item at no cost
No need to return the incorrect item (in some cases)

6. DAMAGED PACKAGES

6.1 Reporting Damaged Shipments

If your package arrives damaged:

Immediate Action Required:

Take photos of:
- Outer packaging damage
- Product damage
- Shipping label
Do not discard packaging
Contact us within 48 hours: Email: [Insert Email] Subject: Damaged Package – Order #[Number]

We will:

File a claim with the carrier
Send a replacement immediately
Or issue a full refund

6.2 Carrier Damage vs Product Defect

Carrier Damage (box is visibly damaged):

Report immediately upon delivery
Take photos of packaging
We file claim with courier

Product Defect (box is fine, product is faulty):

Covered under our standard return policy
30-day return window applies
We handle directly (no carrier claim needed)

7. CANCELLATIONS

7.1 Cancelling Your Order

Before Shipment (within 24 hours):

Email us immediately: [Insert Email]
Include your order number
Full refund available if order hasn’t been processed

After Shipment:

Cancellation is no longer possible
Use our return policy once item arrives
Refund minus any non-recoverable shipping costs

7.2 Order Modifications

To modify your order (change address, add/remove items):

Contact us within 24 hours of placing order
We will make changes if order hasn’t been processed
After processing begins, modifications may not be possible

8. CUSTOMER SERVICE

8.1 Contact Us

For any questions about returns, refunds, or shipping:

Email: [Insert Email] Response Time: Within 24 hours (business days) Phone: [Insert Phone, if available] Hours: Monday-Friday, 9am-5pm AEST

8.2 Dispute Resolution

If you have a complaint or dispute:

Step 1: Contact us directly

We will work with you to resolve the issue
Most issues are resolved within 1-2 business days

Step 2: Escalate if needed

If you’re not satisfied with our response
Request to escalate to management

Step 3: External Resolution

You may contact your local Fair Trading office
Or the Australian Competition and Consumer Commission (ACCC)
Website: www.accc.gov.au
Phone: 1300 302 502

9. FREQUENTLY ASKED QUESTIONS

9.1 Shipping FAQs

Q: Why does shipping take 15-30 days? A: Most products ship from overseas warehouses to keep prices low. This includes international shipping time plus customs clearance and Australia Post delivery.

Q: Can I get faster shipping? A: Some products may be available from local stock (3-7 days). Check the product page or contact us to inquire.

Q: Do I have to pay customs fees? A: No, all customs duties and import fees are included in your purchase price.

Q: What if my tracking isn’t updating? A: International tracking can take 5-7 days to update. If no update after 7 days, contact us.

Q: Can I change my shipping address after ordering? A: Contact us within 24 hours. After that, your order may have already shipped.

9.2 Returns FAQs

Q: How long do I have to return an item? A: 30 days from delivery for change of mind. Faulty items can be returned within a reasonable timeframe (ACL rights apply).

Q: Who pays return shipping? A: You pay for change of mind returns. We pay for faulty, damaged, or incorrect items.

Q: Can I return an item I’ve used? A: Only if it’s faulty or doesn’t work as described. Change of mind returns must be unused.

Q: What if I’ve thrown away the packaging? A: Returns should include original packaging when possible, but we’ll consider returns on a case-by-case basis.

Q: How long until I get my refund? A: 7-14 business days after we receive and inspect your return.

9.3 Faulty Product FAQs

Q: What counts as faulty? A: Product doesn’t work, is unsafe, significantly different from description, or breaks under normal use within a reasonable time.

Q: Do I have to return a faulty item? A: Usually yes, unless international return shipping costs are prohibitive. We may offer a refund without return.

Q: Will I get a refund or replacement? A: For major failures, you choose. For minor issues, we may offer repair, replacement, or refund.

Q: What if the item breaks after 6 months? A: You still have rights under ACL. Contact us to discuss – we assess on a case-by-case basis.

10. AUSTRALIAN CONSUMER LAW

10.1 Your Consumer Guarantees

Under the Australian Consumer Law, you are entitled to:

Automatic Rights:

Products are of acceptable quality
Products match description and sample
Products are fit for any disclosed purpose
Products are safe and durable
Services are provided with due care and skill

Remedies:

Refund, replacement, or repair for major failures
Compensation for reasonably foreseeable loss or damage

10.2 What We Cannot Exclude

This policy does not and cannot exclude:

Your rights under the Australian Consumer Law
Remedies for major failures
Guarantees that products are of acceptable quality
Your right to sue for damages

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.

10.3 Contact Fair Trading

For more information about your consumer rights:

ACCC: www.accc.gov.au | 1300 302 502
Consumer Affairs (QLD): www.qld.gov.au/fairtrading
[Insert relevant state Fair Trading office]

11. ADDITIONAL TERMS

11.1 Product Availability

Products are subject to availability
We reserve the right to cancel orders if stock is unavailable
Full refund will be issued if we cannot fulfill your order

11.2 Pricing Errors

If a pricing error occurs, we will contact you
You can choose to proceed at correct price or cancel for full refund
We reserve the right to refuse orders with obvious pricing errors

11.3 Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including:

Natural disasters
Pandemics
Government restrictions
Carrier delays
Customs issues

11.4 Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with a new “Last Updated” date. Continued use of our service after changes constitutes acceptance.

12. GOVERNING LAW

This policy is governed by the laws of [Insert State, e.g., Queensland], Australia, and the Australian Consumer Law.

IMPORTANT NOTICES:

✅ Free Shipping: Included on all orders Australia-wide

📦 Delivery Time: 15-30 business days (standard international shipping)

🔄 Returns: 30 days for change of mind | Lifetime for faulty items (ACL)

💰 Refunds: 7-14 business days after return received

📧 Contact: [Insert Email] – We respond within 24 hours

We’re committed to providing excellent customer service. If you have any concerns about your order, please don’t hesitate to reach out!

This policy was last updated on 2025 and is effective immediately.