Refund policy

Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unopened and unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hi@hakura.com.au.

Your rights under Australian Consumer Law
Nothing in this policy affects your rights under the Australian Consumer Law (ACL). If an item is faulty, not as described, or significantly different from what was ordered, you're entitled to a repair, replacement, or refund regardless of the conditions set out below (including for sale items and gift cards).

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom or personalised products (e.g. special orders) and final sale items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept change-of-mind returns on sale items or gift cards. This does not affect your rights under the Australian Consumer Law for faulty or misdescribed items (see above).

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 10 business days have passed since we've approved your return, please contact us at hi@hakura.com.au.