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Shipping & Returns

We, Its the HY Pty Ltd (ACN 617 452 543)  (HY, us, we or our), will provide any returns and refunds in accordance with this policy. 

 

1.   Change of mind

1.1. You may return, exchange or obtain a store credit if you change your mind about the product you have purchased from us provided: 

 (a) you have proof of purchase
 (b) you send the product back to us within 14 days of purchase; and
 (c) the product is uncut, unsewn and still in the original packaging, which must be in the original condition.

 

1.2. To ensure the returns are assessed and processed swiftly, you must follow all instructions given to you by our customer service team. 

 1.3. Upon receipt and inspection of your return, we will contact you about next steps. Once we determine the return is in compliance with clause 1.1 we will, at your request,]

(a) refund the price of the product returned to your original payment method;
(b) provide you with a store credit worth the price of the product returned; or
(c) exchange the product for an item of equal or lesser value.

 1.4. You must pay all shipping fees and acknowledge that we will not refund any shipping fees already paid. 

 

2.  Faulty Items

2.1.  If you have received a faulty product you must notify us immediately.  If the product has a major failure and you have proof of purchase, you can choose a refund or exchange.  Alternatively, you can choose to keep the product and we will compensate you for any drop in value.  

 2.2.  A major failure includes where the product has a problem that would have stopped you from buying the product if you had known about it, is unsafe or if it is significantly different from the sample or description. 

2.3.  If the problem is not major, we will, at our discretion repair, replace, refund or exchange the product provided proof of purchase is provided.

2.4.  A product is not faulty, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care. 

2.5. We will not refund any shipping fees already paid. 

 

3.  Questions 

3.1.  For any questions our customer service team can be emailed on hey_hy@itsthehy.com.au