Refund policy
H&S Gifts โ Returns, Refunds & Damaged Items Policy
Last updated: October 2026
14-day change-of-mind returns
For eligible standard, non-personalised products, you may request a change-of-mind return within 14 days of delivery.
To be eligible, the item must generally be unused, unworn, unopened where applicable, undamaged and in a condition suitable for resale, including original packaging, labels and accessories where applicable.
For ordinary change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are generally not refundable for change-of-mind returns, except where required by law.
Please contact us at support@hsgifts.org before returning any item. Do not send products back until H&S Gifts has provided return instructions.
Damaged, faulty, incorrect or incomplete orders
If your order arrives damaged, faulty, incorrect, or with missing items or parts, please contact us as soon as possible, ideally within 7 days of delivery.
Please include your order number and, where reasonably possible, clear photos showing the product, the issue, packaging and shipping label.
Where reasonably possible, we strongly recommend recording a continuous unboxing video showing the unopened parcel, opening process, packaging and condition of the item when first received. This may help us provide evidence to our supplier or carrier and resolve your claim faster.
An unboxing video is recommended but is not an absolute requirement. If you do not have one, please contact us anyway. Not having an unboxing video does not remove any rights you may have under Australian Consumer Law.
Australian Consumer Law
Products purchased from H&S Gifts come with consumer guarantees that cannot be excluded under Australian law.
Where a product has a major problem, remedies available under Australian Consumer Law may include a refund or replacement. Where a problem is minor, we may first offer an appropriate remedy permitted by law.
The 14-day change-of-mind period does not limit rights available for faulty, unsafe, damaged, incorrectly supplied or otherwise non-compliant products.
Proof of purchase
We may request reasonable proof of purchase, such as your H&S Gifts order confirmation, order number or receipt.
Faulty goods do not have to be returned in their original packaging solely to exercise rights available under Australian Consumer Law.
Personalised and custom-made products
Personalised and custom-made products are generally not eligible for change-of-mind returns once production or personalisation has started.
Customers are responsible for checking names, dates, initials, spelling, colours, sizes and other customisation details before submitting an order.
If H&S Gifts or our fulfilment partner makes an error, or the personalised item is faulty, damaged or materially different from what was ordered, please contact us. Your Australian Consumer Law rights are not affected.
Makeup, cosmetics and hygiene-sensitive products
For hygiene and safety reasons, change-of-mind returns for makeup, cosmetics, beauty products, pierced jewellery or other hygiene-sensitive goods can generally only be accepted if the product is unused, unopened and any hygiene or safety seal remains intact.
This does not affect rights available where a product is faulty, unsafe, damaged or incorrectly supplied.
Sale and clearance items
Sale, promotional and clearance items may be excluded from our voluntary change-of-mind return policy.
Sale pricing does not remove customer rights where a product is faulty or otherwise fails to meet a consumer guarantee.
Return shipping for faulty products
Where a product is confirmed to have a problem covered by Australian Consumer Law, H&S Gifts will handle return costs as required by law, including reimbursement of reasonable return postage where applicable.
Please do not return an item directly to a supplier unless H&S Gifts specifically instructs you to do so.
Refunds
Approved refunds will generally be returned to the original payment method unless otherwise agreed or permitted by law.
After H&S Gifts processes a refund, your bank, card issuer or payment provider may require additional processing time.
Store credit will not replace a legally required refund unless the customer agrees.
Order cancellations and changes
If you need to cancel or change an order, contact us as quickly as possible.
We will try to help before fulfilment begins, but changes or cancellations may not be possible after an order has been processed, dispatched or, for personalised products, after production has started.
Incorrect customer details
Customers are responsible for checking delivery addresses and personalisation details before checkout.
If a parcel is returned because the customer supplied an incorrect or incomplete address, reasonable re-delivery costs may apply.
Lost or delayed orders
If your order has not arrived within the estimated delivery timeframe, contact H&S Gifts at support@hsgifts.org.
We will investigate with the carrier or fulfilment partner. Customers are not expected to resolve supplier or courier problems themselves.
Contact us
For returns, damaged products, missing items, incorrect orders or refund enquiries, email:
Please include your order number and a description of the issue.
