Refund policy

The short version
• Faulty, damaged or wrong item? We'll sort it with a refund, replacement or repair.
• Changed your mind about Hartland™ gear? Send it back unworn within 30 days for store credit, less delivery.
• Partner-brand gear can be returned for a change of mind within 30 days of delivery, if it's unused and in its original packaging.
• In New Zealand? The same policy applies, and your rights under the Consumer Guarantees Act are covered too.

Faulty, damaged or wrong items
Our products come with guarantees that can't be excluded under the Australian Consumer Law, and for customers in New Zealand, the Consumer Guarantees Act 1993. If something arrives faulty, damaged or isn't what you ordered, email us at help@hartlandau.com with your order number and a photo. Let us know as soon as you can, because the sooner we hear, the faster we can fix it. If it needs to come back, we'll cover the postage, including from New Zealand.

This applies to everything we sell, including sale items and gear from our partner brands. The change-of-mind conditions below don't apply to faulty, damaged or wrong items.

Change of mind: Hartland™ gear
Every Hartland item is printed to order for you, so we offer store credit on change-of-mind returns instead of a refund.

To start a return, email help@hartlandau.com within 30 days of delivery. The item must be unworn, unwashed, clean and in resaleable condition. We'll send you the return address. Return postage is at your cost, and items sent back without first requesting a return can't be accepted.

Once we've received and checked it, we'll add store credit for the item price, less the delivery charge on your original order. If your order shipped free, we'll deduct our standard delivery rate for that item instead. Store credit goes to the account under the email you ordered with. Sign in at checkout to use it.

Not sure of your size? Check the size chart on each product page, or email help@hartlandau.com before you order.

Change of mind: partner-brand gear
To start a return, email help@hartlandau.com within 30 days of delivery. The item must be unused and in its original packaging with tags. We'll send you instructions, as it usually goes straight back to the brand. Items sent back without first requesting a return can't be accepted.

Return postage for change-of-mind returns is at your cost, and the original delivery charge isn't refunded.

Returns from New Zealand
Returns from New Zealand work the same way, but go back to an Australian address. For change-of-mind returns, international return postage is at your cost and can be dearer than sending within Australia, so it's worth checking the cost before you send. We recommend a tracked service, as we can't credit a return we don't receive. Faulty, damaged or wrong items are covered as above, and we'll pay the postage.

Refunds and store credit
We'll let you know once your return has arrived and been checked, and whether it's approved. Approved refunds go back to your original payment method within 10 business days. Please remember it can take some time for your bank or card provider to process and post the refund too. Store credit is added as soon as the return is approved.
If more than 15 business days have passed since we approved your return, please contact us at help@hartlandau.com.

Questions
For anything else about returns, email help@hartlandau.com.

Nothing in this policy limits your rights under the Australian Consumer Law or, for customers in New Zealand, the Consumer Guarantees Act 1993.