Return & Refund Policy

At Hyggo.com.au, we want every customer to shop with complete confidence. We understand that sometimes a product may not meet your expectations or circumstances may change after a purchase. For this reason, we offer a 14-day return policy and a clear, transparent refund process. Our policies are designed to comply fully with Australian Consumer Law (ACL), ensuring that customers have fair remedies in the event of faulty or misrepresented goods while also providing reasonable options for change-of-mind returns.

Our Commitment

We are committed to providing:

• A straightforward return process that is easy to follow.
• Clear timelines for refunds, typically within 3–5 business days after inspection.
• Fair handling of returns based on product condition and reason for return.
• Compliance with all rights and remedies under Australian Consumer Law.

Return Eligibility

Customers may request a return under the following conditions:

• The request is made within 14 days of receiving the item.
• The product is unused, undamaged, and in its original packaging.
• The product is in resalable condition and includes all accessories, manuals, or tags originally provided.

We cannot accept returns for items that have been used, damaged after delivery, or are missing essential parts and packaging. For hygiene and safety reasons, certain personal items may also be excluded from returns unless faulty.

Change-of-Mind Returns

If you change your mind about a purchase or the product is not suitable, you may return the item within 14 days of receiving it. Please note:

• The item must be in original condition, unused, and in original packaging.
• Return shipping costs are the responsibility of the customer for change-of-mind returns.
• Refunds will only be processed once the returned item has been received and inspected by our team.

This policy ensures fairness for all customers while still providing flexibility for those who change their mind.

Faulty, Damaged, or Incorrect Items

We take quality control seriously, but in the rare event that your order is faulty, damaged, or incorrect, you are entitled to a free return and full refund or replacement. Under these circumstances:

• Return shipping costs are covered by Hyggo.com.au.
• You may request a refund, replacement, or repair in line with Australian Consumer Law.
• Evidence of the issue (such as photos of the fault or damage) may be requested to speed up the process.

We aim to resolve these cases quickly and fairly, with minimal inconvenience to the customer.

How to Initiate a Return

To request a return, please follow these steps:

1. Email our support team at cs@hyggo.com.au with your order number, product details, and reason for return.
2. Our team will confirm your eligibility and provide return instructions, including the return address and any shipping labels if applicable.
3. Carefully package the item to ensure it is protected during transit.
4. Once the item is received and inspected, we will process your refund or replacement.

Our customer service team responds within 24 hours on business days and will guide you through the process step by step.

Refunds

Refunds are processed using the original payment method. Customers will not be charged additional fees for refunds. The standard timeline for refunds is 3–5 business days after the returned item has been inspected and approved. The actual time for funds to appear in your account may vary depending on your bank or payment provider.

Exclusions from Returns

Some products may not be eligible for return unless they are faulty, damaged, or not as described. Exclusions may include:

• Personal care products (for hygiene reasons).
• Clearance or final sale items clearly marked as non-returnable.
• Items that have been used, installed, or altered after delivery.

These exclusions are consistent with industry standards and protect both our customers and our business from unreasonable claims.

Australian Consumer Law

Hyggo.com.au operates in full compliance with Australian Consumer Law (ACL). This means that customers are entitled to a remedy if a product:

• Is faulty or unsafe.
• Does not match the description provided.
• Does not perform as expected.

In these situations, customers have the right to a refund, replacement, or repair depending on the nature of the issue. Our 14-day return policy exists in addition to these legal rights, not as a replacement.

Return Shipping Instructions

When returning an item, customers are advised to:

• Use secure packaging to prevent damage during transit.
• Use a trackable shipping method to ensure the item is received safely.
• Retain proof of postage until the refund has been processed.

We cannot accept responsibility for returns lost or damaged in transit when sent at the customer’s expense for change-of-mind returns.

Our Promise

We strive to make our return and refund process as smooth as possible. By offering a 14-day return window, clear eligibility conditions, and compliance with Australian law, we aim to give customers complete confidence when shopping with us. Whether your return is due to a change of mind or a product fault, we promise to treat every case fairly and efficiently.

Final Note

Shopping online should always feel secure. At Hyggo.com.au, we back our products with a transparent and fair Return & Refund Policy that protects both customers and the business. If you have any questions or concerns about returns, please reach out to our customer service team at cs@hyggo.com.au. We are here to help and ensure that your shopping experience is positive from start to finish.