This policy applies to all products purchased via hugglemoo.com.au (“Products”) and forms part of the Terms and Conditions which apply to your purchase of Products.
Change of Mind
You can benefit from this Change of Mind Policy which is offered for most of our products in addition to your statutory rights or any additional supplier or manufacturer warranties. If, for any reason, you are not satisfied with your purchase, we will happily provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to all of the following conditions being satisfied:
- You must return the Product to us within 21 days; and
- You must provide us with a satisfactory proof of purchase (such as the invoice);
- You must return the product unused, in the original packaging with all tags and stickers still attached, in the as-new condition you purchased it in and including any accessories, manuals and documentation.
- The product is not an ‘Excluded Product’ (as described below).
Excluded Products
This Change of Mind Policy does NOT apply to:
- Gift cards or vouchers;
- Clearance items and Products sold as ‘seconds’;
- Made-to-order, personalised or monogrammed items;
- Items that have an accompanying tag that states ‘no change of mind’;
- Repaired or replacement products provided under this policy.
We reserve the right to reject any returns that do not meet the above requirements.
Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined at our absolute discretion.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind policy is in addition to those rights.
PLEASE NOTE:
- We will refund you the amount you paid, excluding the original delivery charges. Refunds will be processed using the same payment method used when you made your original purchase.
- If you return a Product made by gift card or voucher, we will give you a store credit in the form of a gift card.
- The refund guarantee for online purchases does not include the costs of return postage if you return via post. You are responsible for the cost and the risk of returning the Products to us. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If the returned Product does not meet the requirements of this policy, you will be responsible for the cost of returning the Product to your nominated postal address.
To return an item due to a change of mind, you must follow our returns process. Please refer to ‘Returning Products’ below.
Consumer Guarantees
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/fault 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.
If you believe a Product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given to the product, you may return it to us within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible.
If a Product has a minor failure/fault, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If the Product is assessed as having a major failure/fault you may choose to return the Product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to us). Otherwise, you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.
For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au.
PLEASE NOTE:
- Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.
- If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
- Products marked as seconds or samples cannot be returned due to the fault that was identified at the time of purchase. If the Product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.
To return a faulty item, you must follow our returns process. Please refer to ‘Returning Products’ below.
Manufacturer Warranty
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law and our change of mind policy.
PLEASE NOTE:
- For online returns you may also be required to send us images of the damage to help us with our assessment. If your claim relates to a warranty from the manufacturer, once we have received your returned Product, we will then contact the manufacturer to finalise your warranty claim. Please do not attempt to return an item before contacting to one of our specialists (as you may be responsible for associated expenses where your product is found not to be in breach of warranty).
- Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.
Returning Products
Before returning a Product, please ensure that your returned Product meets the conditions outlined in this policy and contact us at help@hugglemoo.com.au.To return an item you purchased online, for any reason, you must arrange the return by return postage through Australia Post or to one of our sister stores if agreed by and us and convenient for you.
PLEASE NOTE:
- For posted returns, please contact us at help@hugglemoo.com.au and provide your order number and a full detailed description of the problem. Do not post the item until we have issued you with a Return Authorisation (RA) number. You may be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our Customer Service team will determine how best to resolve it with minimum inconvenience to you. Where during the preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are also entitled to recover reasonable postage costs if the Product is confirmed to have a defect later. We recommend that items are returned to us via Australia Post with signature on delivery, tracking and appropriate insurance. Please keep the receipts of any shipping costs you incur. The Product should be returned to us within 30 days of the issuance of the RA number. Returns without an RA number will not be accepted.
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For in-store returns, we may assess the returned product in-store but in certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.
Responsibility for Returned Products
It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. We recommend paying for tracking or product insurance.
Proof of Purchase
It is important for us to establish that claims made about our Products are genuine and that you originally purchased the Products from us, so you will be required to quote your order number and other details.
Refunds
Where we agree to refund you for a Product, the refund will be credited to your original method of payment.
Replacement Products
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (note this does not apply to change of mind returns).
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Replacement products are subject to the same warranties and consumer guarantees as the original product, other than our change of mind policy which will no longer apply to the replacement Product.