Returns, Refunds & Consumer Guarantees Policy

Hatilda wants customers to receive products that are of acceptable quality, match their description and are suitable for their intended purpose.

This policy operates in addition to customers' rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Products sold by Hatilda come with consumer guarantees under the Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund or other remedy if a product does not meet a consumer guarantee.

A customer's rights depend on the nature and seriousness of the problem.

Where a product has a major problem under the Australian Consumer Law, the customer may be entitled to choose between a refund and a replacement.

Other rights, including compensation for reasonably foreseeable loss or damage, may also apply where provided by law.

Where a problem is minor and can be remedied, Hatilda may provide an appropriate remedy in accordance with the Australian Consumer Law.

Customers should contact Hatilda as soon as reasonably practicable if:

• a product is faulty;
• an item arrives damaged;
• the wrong item was supplied;
• a product is materially different from its description; or
• the product otherwise appears not to meet an applicable consumer guarantee.

Contact: admin@hatilda.com.au

Please provide:

• the Hatilda order number;
• a description of the problem; and
• photographs or other information where this is reasonably helpful in assessing the issue.

Providing photographs is intended to help us investigate the matter and does not remove a customer's rights under the Australian Consumer Law.

Hatilda may request reasonable proof of purchase, such as:

• Hatilda order confirmation;
• invoice;
• payment record; or
• other reasonable evidence showing that the product was purchased through Hatilda.

Customers do not need to retain original packaging in order to exercise rights that apply to faulty products under the Australian Consumer Law.

Customers should contact Hatilda before sending an item back so that we can provide appropriate return instructions.

This administrative step does not limit any rights under the Australian Consumer Law.

Where a product can reasonably be posted or returned, customers may be asked to return it so the issue can be assessed.

Where Hatilda confirms that a product has a problem covered by the Australian Consumer Law, Hatilda will reimburse reasonable return postage costs already paid by the customer where required by law.

For a product that is large, heavy or otherwise difficult or costly to return, Hatilda will arrange an appropriate collection or return method where required under the Australian Consumer Law.

Customers should retain evidence of reasonable return postage expenses.

Hatilda does not currently provide a general change-of-mind return or exchange policy unless a specific offer or product listing expressly states otherwise.

This means Hatilda is not required to provide a refund, replacement or exchange merely because a customer:

• changes their mind;
• decides they no longer want the product;
• finds the product cheaper elsewhere; or
• selects an unsuitable item where there is no problem with the product.

This change-of-mind position does not affect rights relating to faulty, unsafe, incorrectly described or otherwise non-compliant goods under the Australian Consumer Law.

Being sold at a discounted or sale price does not remove any rights a customer may have under the Australian Consumer Law.

If a defect or issue was clearly disclosed before purchase, consumer guarantee rights may differ in relation to that disclosed issue.

Where a refund is required or approved, Hatilda will process it using the available payment/refund process associated with the original order where practicable.

Bank, card provider or payment processor timeframes may affect when refunded funds appear in the customer's account.

Any manufacturer's warranty is additional to, and does not replace, rights available under the Australian Consumer Law.

Hatilda will not require a customer to deal exclusively with a manufacturer where Hatilda has obligations as the seller under the Australian Consumer Law.

For returns, faulty products and refund enquiries: