Refund policy
Hills N Co - Refund and Returns Policy
Last Updated: November 19, 2024
Overview
At Hills N Co, your satisfaction is our priority. This Refund and Returns Policy applies to all sea moss products purchased through our website or Shopify store. This policy works alongside your rights under the Australian Consumer Law.
Australian Consumer Law Protection
Our policy complies with the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Inspection of Goods
Please inspect your order immediately upon receipt. Any issues must be reported to us within the following timeframes:
- Damaged items: Within 48 hours of delivery
- Missing items: Within 48 hours of delivery
- Incorrect items: Within 48 hours of delivery
Change of Mind Returns
For change of mind returns, the following conditions apply:
- Must be within 14 days of receiving your order
- Product must be unopened and in original packaging
- Product must be in resalable condition
- Customer is responsible for return shipping costs
- Original shipping costs are non-refundable
- A refund will be processed within 7 business days of receiving the return
Damaged or Faulty Products
For products damaged in transit or faulty items:
- Contact us at [info@hillsnco.com] within 48 hours of delivery
- Include photos of the damaged product and packaging
- We will provide a return shipping label at our expense
- Choose between a replacement or full refund
- Refunds include original shipping costs in these cases
Process for Returns
- Contact Us First
- Email us at [info@hillsnco.com]
- Include your order number
- Describe the reason for return
- Attach photos if relevant
- Return Authorization
- Wait for our return authorization
- We'll provide return instructions
- For damaged items, we'll send a return shipping label
- Shipping the Return
- Package items securely in original packaging
- Include all original components
- Attach provided return label (if applicable)
- Refund Processing
- Refunds are processed within 7 business days of receiving the return
- You'll receive an email confirmation when your refund is processed
- Refunds are issued to the original payment method
Non-Returnable Items
The following items cannot be returned:
- Products where the seal has been broken or packaging opened
- Products not in their original packaging
- Items marked as final sale
- Products damaged due to misuse
Shipping Address Accuracy
- It is the customer's responsibility to provide accurate shipping information
- We cannot be held responsible for orders delivered to incorrect addresses provided by customers
- Additional shipping charges may apply for redelivery due to incorrect address information
International Orders
For international orders:
- All returns must follow the same process
- Customer is responsible for return shipping and any customs duties
- Return shipping must include tracking information
- Processing time may be longer due to international shipping
Contact Us
For all return and refund inquiries:
- Email: [info@hillsnco.com]
- Phone: [0432987865]
- Business Hours: [9am-5pm] AEST
Policy Updates
We reserve the right to update this policy at any time. Any changes will be posted on our website and will apply to all orders placed after the posting date.
· ABN: [52765639598]
· Address: