This Refund Policy (“Policy”) applies to the purchase of footwear and accessories purchased from www.hallowedfootwear.com.au online store.
What does this Refund Policy Cover?
• Australian Consumer Law
• Change of mind
• Products damaged during delivery
• Returns process
• Shipping costs for returns
• Response time
1.1 We offer refunds, repairs and replacements in line with the Australian Consumer Law and the terms set out in this Policy.
1.2 Any benefits set out in this Policy may apply in addition to your rights under the Australian Consumer Law.
1.3 Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
1.4 Items eligible for return under our Policy must be received to our parcel locker no later than fourteen (14) days from the item being shipped to the customer. The date of shipping will be displayed on the Australia Post tracking advice we send to you when posting your order. (NB we will allow an additional 6 days for returns (20 in total) during peak holiday periods due to expected delays with Aus Post shipping. Returns must be accompanied by a returns form – either in hard copy with the item, or lodged through our website, and Aust Post tracking advice from lodgement, sent to our email address.
2. Australian Consumer Law
2.1 The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when buying products and services.
2.2 If the Australian Consumer Law applies, we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
2.3 Under the Australian Consumer Law:
(a) Our goods and services come with guarantees that cannot be excluded.
(b) If a product or service you purchased from us has a major failure (as defined below), you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonable loss resulting from that major failure (e.g. shipping costs for the item to be returned).
Major problems are deemed to be products or services that:
(i) are unsafe and therefore not of acceptable quality;
(ii) significantly differ from their description or demonstration model;
(iii) cannot be used for what they are designed and cannot be fixed to be used within a reasonable time;
(iv) or have an issue that would have stopped you from purchasing had you known beforehand.
(c) If a product or service you purchased from us has a minor problem (as defined below), businesses have discretion about how to remedy the issue. The customer is still entitled to a remedy; however, the business may choose its form (e.g. a free repair instead of replacement or refund.)
Minor problems are defined as:
(i) goods that are capable of repair /remedy;
(ii) the repair/remedy can be actioned within a reasonable time frame.
(d) Change of mind: Australian Consumer Law also outlines the instances in which businesses don’t have to provide any refund for products or services.
This includes when customers:
(i) change your mind;
(ii) find the same product or service cheaper elsewhere;
(v) or have ignored the advice or instructions of the seller.
3. Products Damaged During Delivery
3.1 In the event that the product you ordered has been damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
3.2 We will arrange to repair the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 business days of receiving the product.
4.1 Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if: (a) the item is priced for clearance and marked “no refunds”;
(b) shoes are not returned in the same condition in which you received them; that is, we are unable to provide returns on worn items.
(c) shoes are not packed in their original box;
(d) the shoe box is used as a mailing container with tape, stamps or writing directly on the box rather than on an external post bag, making the box unusable for re-sale;
(e) you misused the said product in a way which caused the problem; you knew or were made aware of the problem(s) with the product or service before you purchased it;
(f) you asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted;
(g) any other exceptions apply under the Australian Consumer Law.
5. Shipping Costs for Returns
5.1 In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear the reasonable cost of you shipping the product (by Australia Post) back to us, or the cost of shipping a replacement product to you (not both).
5.2 You are responsible for organising for the product to be returned to us by Australia Post.
5.3 If the returned product is eligible for a refund under the terms of this Policy (including under the Australian Consumer Law), we will reimburse you for the postage you paid to us, per pair, in the original transaction.
5.4 In the event that we inspect the returned product and determine it is not eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then no refund of postage costs paid to us or by you, for the Returned Product, will be given.
6. Response Time
We aim to process any requests for repairs, replacements or refunds within 1-3 business days of receipt.
7. How to Return Products
7.1 You can contact us to discuss a return using the information provided at the end of this Policy.
7.2 At our sole discretion, we shall pay all refunds in the same form as the original purchase, or to the same account or credit card used to make the original purchase.
7.3 To be eligible for a refund, repair or replacement, you may be requested to provide proof of purchase.
7.4 Shoes must be packed in their original box. If posting items back, please wrap the box in paper or in a mail bag. Please do not attach tape or stamps or write directly onto the box. If this condition is not met, then they may not be eligible for return or you may incur a box replacement fee.
7.5 Please DO NOT mark package “Return to Sender”. You will need to pay return shipping costs until we determine if the returned product is eligible for a refund, repair or replacement.
7.6 If you believe your item is faulty, please contact us directly and we will advise you on how to proceed.
8. Contact Us
8.1 If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at email@example.com or phone 0438 732 288 (Carolyn) or 0481 258 568 (Greg) during standard business hours (9am – 5pm AEST, Monday to Friday) and 9am-12pm Saturdays. We may be closed on public holidays.