Returns & Refunds
Returns and refunds
At Hugin Design, many of our products are handcrafted or made to order in Sydney, Australia. We want you to be pleased with your purchase. This policy explains how we handle returns, exchanges and refunds. It does not exclude or limit any rights you have under the Australian Consumer Law (ACL) or other applicable mandatory consumer protection laws.
Change of mind and incorrect choices
We do not generally offer returns, exchanges or refunds for change of mind, ordering the wrong size or colour, or deciding a product is no longer wanted. This is especially important for made-to-order, custom-designed and personalised items. If you have a concern, please email us before ordering or as soon as possible afterwards. Any discretionary accommodation is assessed individually and does not affect your legal rights.
Faulty, damaged or incorrectly supplied items
If an item arrives damaged, is faulty, is not as described or is different from what you ordered, please email info@hugindesign.com.au with your order number, a description of the issue and, where possible, clear photographs. If there is damage during delivery, please keep the packaging while we assess the matter.
Under the Australian Consumer Law, goods come with consumer guarantees that cannot be excluded. For a major failure, you are entitled to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a problem that is not major, we may repair, replace or otherwise remedy it within a reasonable time as required by law. If we cannot do so, further remedies may apply. These rights also apply to made-to-order and personalised goods.
Arranging a return
Please contact us before posting an item back so that we can discuss the issue and any necessary assessment or return arrangements. We will provide the appropriate return address privately. You are not required to waive your legal rights by contacting us first.
Where a return relates to an issue covered by Australian Consumer Law, we will pay or reimburse reasonable return costs, or arrange collection where required by law. For other returns that we agree to accept at our discretion, we will confirm the relevant postage arrangements in writing before the item is sent.
Refunds
Where a refund is due, we will process it back to the original payment method wherever possible, without unreasonable delay after the entitlement is confirmed. The time taken for the funds to appear depends on the payment provider or bank. Original delivery costs and reasonable return costs are refunded where required by law.
Additional five-year craftsmanship guarantee
Our handmade wooden and leather goods also have a voluntary five-year craftsmanship guarantee for eligible manufacturing and material defects. It is additional to your statutory rights. Taido printed merchandise is not covered by this extra voluntary guarantee but remains protected by applicable consumer law.
Contact us
For any return, refund or exchange enquiry, please contact info@hugindesign.com.au with your order number and the relevant details.