Change of Mind - Refunds & Exchanges
At Hannah & Henry, we are happy to offer you a refund or exchange for change of mind, within 30 days from the receipt of delivery.
Subject to the Consumer Guarantees, items returned for change of mind within the above timeframe can be returned for an exchange or refund, subject to the following conditions:
- Returns must be shipped back to Hannah & Henry at the buyer's own cost.
- Proof of purchase is accompanied with the returned item.
- The item is in its original condition with all labels and tags attached.
- Refunds will only be credited back to the original method of payment.
Please note: we do not refund the original shipping cost of the item, or the cost to the buyer to return it to us.
If exchanging a product, we will issue the buyer with a credit to the value of the order, minus shipping costs, to place a new order for the desired product.
To arrange a return, visit our Returns Portal here, providing the 4 digit order number of your purchase.
Please get in contact with us by phone as soon as possible after placing the order to let us know the details you need to change. If we haven’t already dispatched the order, we are more than happy to make amendments to the following –
Change of Delivery Address
Change of Phone Number/Email address
Change of Item Colour or Style (must be the same price)
Upgrade from Standard to Express Post
Dealing With Faults
In the unlikely event your Hannah & Henry bag has a fault please contact us within our warranty period of 12 months from the date you received the item. Contact us at firstname.lastname@example.org
Items will be assessed, and we will repair, replace, or refund on a case-by-case basis. We follow the ACCC (Australian Competition and Consumer Commission) guidelines and reserve the right to repair or replace the item we deem to be faulty in support of our sustainable values.
Please note: This warranty does not cover damages caused by improper care, misuse, accidents, normal wear and tear, or the natural breakdown of materials over extended time and use.
You can process your faulty item using your 4-digit order number in our portal here
Our Return Policy is in addition to Customer Rights Act Under Consumer Guarantees ACT 1993.