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Please read HPA’s Ausdesigns policy below to understand your rights regarding refunds and returns.
1. Change of Mind Returns
Unfortunately, we do not offer refunds or exchanges for a change of mind. Please choose carefully before making your purchase.
2. Faulty or Damaged Items
If you receive a faulty or damaged item, we will gladly offer a replacement, refund, or store credit, subject to the following conditions:
- You notify us within 48 hours of receiving the item.
- You provide a clear photo of the fault or damage.
- The item is returned in its original condition, unused and with original packaging (if applicable).
Please email us at ausdesigns@hpa.net.au with your order number, a description of the issue, and supporting images.
3. Custom Orders
All custom-designed or personalised items are made to order and cannot be returned or refunded, unless they are damaged.
4. Returns Process
If your return is approved:
- We will provide instructions on how and where to send the item.
- You are responsible for return shipping costs.
- Once we receive and inspect the item, we will notify you of the outcome.
- Approved refunds will be processed to your original payment method within 10-14 business days.
5. Non-Returnable Items
The following items are not eligible for return:
- Sale or clearance items
- Items damaged due to misuse or neglect
