Refund policy
Hessian & Lace Collective — Return & Refund Policy
At Hessian & Lace Collective, we want you to feel comfortable and confident shopping with us. If something isn’t right with your order, please contact us and we’ll work with you to find an appropriate solution.
CHANGE OF MIND RETURNS
We accept eligible change-of-mind return requests made within 7 days of delivery.
To be eligible for a change-of-mind return, your item must be unused, clean and in the same condition in which it was received, with its original packaging where reasonably possible. Proof of purchase is required.
Please contact us at collective@hessianandlace.com before returning an item. Items sent back without first requesting a return may not be accepted as a change-of-mind return.
Customers are responsible for return postage costs for change-of-mind returns. Original Priority Processing fees are non-refundable once the Priority Processing service has been provided.
Once an approved return has been received and inspected, we will notify you of the outcome. Approved change-of-mind returns may be eligible for a refund or store credit, depending on the return arrangement agreed with you.
DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS
Please contact us as soon as reasonably possible if your item arrives damaged or faulty, you receive an incorrect product, or an item is missing from your order.
Please provide your order number, a description of the issue and clear photographs or video where appropriate. This helps us assess the issue and work with our fulfilment partner to resolve it.
Where applicable, remedies may include a repair, replacement, refund, partial refund or another remedy available under Australian Consumer Law.
Where a product is confirmed to have a problem covered by Australian Consumer Law, reasonable return costs will be handled in accordance with our obligations under Australian Consumer Law.
SALE & PROMOTIONAL ITEMS
Sale or promotional items are not eligible for a change-of-mind return unless otherwise stated.
This does not affect your rights under Australian Consumer Law where an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
RETURNS
Please contact Hessian & Lace Collective before sending any return. We will provide return instructions and the appropriate Australian return address.
Please do not return products directly to our overseas supplier or fulfilment partner.
REFUNDS
Once an approved return has been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will be returned to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
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.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
For return or refund enquiries, please contact collective@hessianandlace.com.