Hoodie Haven Returns & Refunds Policy

Refund and Returns Policy

At Hoodie Haven, an Australian-owned business, we are committed to providing premium products and exceptional service. Our Refund and Returns Policy is designed to ensure fairness and compliance with Australian Consumer Law (ACL), providing clear guidelines for both domestic and international customers.

Eligibility for Returns

To qualify for a return, your item must meet the following criteria:

• It is unused, unworn, and in original condition, including all tags and packaging.
• It has not been removed from its original vacuum-sealed packaging if it is a wearable blanket or hygiene-sensitive item.
• Proof of purchase (e.g., receipt or order confirmation) is provided.

Note: Items that do not meet these conditions will not be eligible for return and may be sent back to the customer at their expense.

Change of Mind Returns

We offer 30-day returns for change of mind, provided the item is unused, unworn, and in original condition. For hygiene reasons, wearable blankets that have been removed from their vacuum-sealed packaging, worn, washed, or used are not eligible for return.

Return shipping costs for change of mind returns are the responsibility of the customer. Original shipping costs are non-refundable.

Faulty or Incorrect Items

If your item is faulty, damaged, or not as described, you are entitled to a full refund or replacement in accordance with Australian Consumer Law. Hoodie Haven will cover the cost of return shipping for faulty or incorrect items, including international orders.

Cancellations

If your order has not yet been packed or processed, we may be able to cancel it upon request. Due to our automated fulfillment system, cancellations are not guaranteed once an order has been placed. If cancellation is possible, a $20 repacking and processing fee will apply.

Return Shipping Costs

• Faulty or Incorrect Items: Return shipping is covered by Hoodie Haven.
• Change of Mind or Other Returns: Return shipping is the responsibility of the customer. Original shipping costs are non-refundable.

How to Initiate a Return

To start a return, please contact our support team at help@hoodiehaven.com within 14 days of receiving your order. Include your order number, proof of purchase, and a brief description of the issue. We will review your request and, if eligible, provide return instructions. Items sent back without prior approval will not be accepted.

Refund Process

Refunds will be processed within 5–10 business days after we have received and inspected your return. Approved refunds will be issued to your original payment method.

• Original shipping costs are non-refundable.
• A $20 restocking fee applies to all returns unless the item is faulty or incorrect.

Exchanges

We do not offer direct exchanges. If you wish to receive a different item, please place a new order after returning your original item (if eligible for return).

Non-Returnable Items

The following items are non-returnable unless faulty:

• Sale or discounted items.
• Gift cards.
• Wearable blankets removed from vacuum-sealed packaging or showing signs of wear.

Inspect Your Order

Please inspect your order upon arrival. If there are any defects, damages, or incorrect items, contact us within 14 days so we can assist you. Claims made after this period may not be eligible for return or refund.

International Customers

International customers are welcome to request returns following the same guidelines. Return shipping costs and any customs duties or taxes are the responsibility of the customer unless the item is faulty or incorrect.

Questions?

If you have any questions about our Returns & Refunds Policy, please contact our friendly team at help@hoodiehaven.com. We're here to help!