Refund policy

 

Return and refund policy

Need help with your order? Email orders@hnysleepwear.com.au with your order number and the details. We’ll help you work out the next step.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty or is not what you ordered, please contact us promptly. Include photos if available so we can assess the issue. An unboxing video and original packaging are not required to raise a claim about faulty goods.

We will provide the remedy you are entitled to under Australian Consumer Law. For a major failure, you can choose a refund or replacement. For other failures, we will arrange an appropriate remedy in accordance with your rights.

We will arrange return shipping or reimburse reasonable return postage costs when a fault is confirmed. Please keep your postage receipts.

We ask that you contact us within 14 days of delivery where possible so we can help quickly. This request does not limit your rights under Australian Consumer Law, including when a fault becomes apparent later.

Change of mind and size exchanges

We do not offer refunds for change of mind.

If you need a size exchange, contact us within 14 days of delivery. We consider exchange requests on a case-by-case basis, subject to stock availability.

For an approved change-of-mind or size exchange, items must be unworn, unwashed and unstained, with original tags and packaging. We will confirm the return instructions and any postage costs before you send the item. These conditions do not apply to your statutory rights for faulty goods.

For purchases made between 15 November and 25 December, our seasonal exchange window extends to 13 January. Please contact us before returning your item.

Sending your return

Please contact us first so we can provide the correct return address and instructions. Use tracked postage and keep your receipt.

If your claim concerns faulty goods, your consumer rights are not conditional on receiving prior approval or a return authorisation number.

Refund processing

Once your return has been received and assessed, we aim to process an approved refund within seven working days. Refunds are issued to your original payment method. Your payment provider may take additional time to show the funds.

If only part of an order is returned, the refund will reflect the items returned.

Store credit may be offered where appropriate and agreed with you. It is not a substitute for a refund when you are entitled to one.

Cancellations

If you need to cancel an order, contact us as soon as possible. If it has not been dispatched, we will cancel it and refund the amount paid. If it has already shipped, we will discuss the available options under this policy.

If we cannot fulfil your order and need to cancel it, we will contact you and refund any amount paid for the cancelled items.

Your consumer rights

Nothing in this policy excludes, restricts or changes your rights under Australian Consumer Law.