Refund policy

At Hartley & Bond, we guarantee our products are of acceptable quality, match the provided description, and are fit for purpose. 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 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.

2. Major vs. Minor Failures For clarity and ACCC compliance, we apply the following distinctions:

  • Major Failures: This occurs when an item has a defect that would have stopped you from buying it if you had known about it; is unsafe; is significantly different from the sample or description; or doesn't do what we said it would. In this event, the decision is in your favour: you have the right to choose between a full refund or an exchange.

  • Minor Failures: If the problem can be fixed within a reasonable timeframe, Hartley & Bond reserves the right to choose the solution (free repair, replacement, or refund).

3. Change of Mind Under Australian law, a business is not legally obligated to offer a refund or exchange if you simply change your mind, order the wrong size, or decide you no longer like a specific colour.

However, because we stand by our effortless style and value our community, Hartley & Bond offers a Change of Mind return window of 30 days from the delivery date (tracked as DD/MM/YYYY).

  • Conditions: The item must be unused, unwashed, in its original packaging, and have all original tags attached.

  • Costs: Return shipping costs for change-of-mind returns are the strict responsibility of the customer. Original shipping fees are non-refundable in these instances.

4. Refund Processing (Shopify Payments Guidelines) Whenever a refund is approved, the processing follows the strict guidelines of our platform and gateway (Shopify Payments Australia):

  • Original Method Only: Refunds can only be sent back to the exact payment method used at checkout. We cannot redirect funds to a different card or perform alternate bank transfers.

  • Timeframes: The refund status will show as pending in our system for up to 2 business days. The time it takes for the funds to reflect in your account depends entirely on your financial institution (often taking up to 10 business days).

  • Cancelled or Expired Cards: If the original card used has been cancelled or has expired since the purchase, the system will still send the funds to the original card's issuing bank. You will need to contact your bank with the Acquirer Reference Number (ARN)—which our team will provide—to locate the funds. Once initiated, a refund cannot be cancelled or reversed on our end.

5. How to Lodge a Return To initiate a return or report an issue under the Consumer Guarantees, please contact our team immediately at support@hartleybond.store.

Please include your order number placed at hartleybond.store, a detailed description of the issue, and, for faulty items, clear photos or videos highlighting the failure.