(Effective Date: 20 July 2026)

1. Customer Accounts & Eligibility

To place an order with HideAWAY, you must:

• Be at least 18 years old.
• Provide accurate personal information including your real name, email address, billing address, delivery address, and contact phone number.

Each customer may hold one account only. You are responsible for maintaining the confidentiality of your account details and all activity conducted under your account.

2. Ordering Products

All orders must be placed through our website. We do not accept phone orders.

After placing an order, you will receive an automated acknowledgement. Your order is considered an offer to purchase. Acceptance occurs only when we dispatch your products.

We reserve the right to refuse, cancel, or suspend any order that breaches these Terms, involves suspected fraud, or where payment has not been completed.

3. Pre Orders

A pre order reserves stock for an item not yet released. By placing a pre order, you agree that:

• Payment is processed immediately.
• Estimated arrival dates may vary.
• Pre order items must be purchased separately.
• Discount codes cannot be applied.

Delays do not entitle customers to compensation.

4. Delivery & Shipping

Please note that we do not offer a pickup service from our Gold Coast factory. All products are shipped from our Sydney facility.

4.1 Dispatch Time

We aim to dispatch orders within 3 business days, but during peak periods processing may take 7-10 business days.

4.2 Delivery Options

We offer delivery options primarily via Australia Post, but may also use other trusted shipping providers to ensure timely and reliable delivery. International customers are responsible for customs compliance.

4.3 Additional Services

Requests for insurance or signature-on-delivery must be made in the order comments. Additional costs will be invoiced.

4.4 Tracking

Tracking numbers are emailed once your order is processed.

4.5 Processing vs Transit Time

Express Post speeds up transit time, not processing time.

4.6 Responsibility for Delivery

Once Australia Post accepts your parcel, responsibility transfers to you. Ensure your address is accurate.

4.7 Split Shipments

Orders may be shipped in multiple parcels depending on stock availability.

4.8 Force Majeure

We are not liable for delays caused by events outside our control.

4.9 Customs Delays

International parcels may be delayed by customs.

4.10 Free Shipping

Free shipping promotions may be limited by location, product type, or usage restrictions.

5. Contract Formation

A binding contract is formed when we confirm dispatch of your order.

Ownership transfers once full payment is received.

6. Resale Prohibition

You agree not to commercially resell HideAWAY products without written permission.

7. Payment & Security

We accept payment via Shopify, PayPal, Afterpay, Stripe, Zip, LayBuy, and major credit cards.

We do not store credit card details.

8. Pricing & International Charges

All prices are in AUD and include GST where applicable.

International orders may incur customs duties, taxes, import fees, and bank charges.

9. Gift Cards

Gift Cards:

• Are valid for 12 months.
• Are non refundable.
• Cannot be redeemed for cash.
• Cannot be used to purchase other gift cards.

Amounts over $500 require identity verification.

10. Cancellations, Order Changes & Returns

10.1 Cancellations

To cancel an order before dispatch, email orders@hideaway.online.

10.2 Combined Orders

We may combine orders placed within 24 hours if the first has not shipped.

10.3 Returns

Due to the personal care nature of our products, we cannot accept returns of opened or used items.

10.4 Faulty or Damaged Items

If you receive a faulty or damaged item, please contact our customer service within 14 days of delivery for advice on how to proceed.

Please note that return shipping costs for faulty or damaged items will be assessed on a case-by-case basis.

Handmade variations do not constitute faults.

10.5 Change of Mind Policy

If you change your mind about a purchase, you may return unopened, unused products within 14 days of delivery for a refund or exchange. The products must be in their original packaging and condition. Return shipping costs for change of mind returns are the responsibility of the customer unless otherwise stated.

Please note that change of mind returns are subject to inspection and approval by HideAWAY. We reserve the right to refuse returns that do not meet these criteria.

Please note that we do not offer refunds or exchanges for products returned on the basis that the customer does not like the scent or colour.

11. Product Disclaimer

Website content is general information only and not medical or cosmetic advice.

Customers with allergies or sensitive skin should review ingredient lists and perform a patch test.

12. Website Use

Prohibited conduct includes:

• Scraping or automated data extraction.
• Interfering with website functionality.
• Uploading harmful or unlawful content.

We are not responsible for third party websites linked from our site.

13. Copyright & Intellectual Property

All content on www.hideaway.online is protected by copyright and other intellectual property laws.

You may not copy, reproduce, modify, or distribute any part of the website without permission.

14. Governing Law

These Terms are governed by the laws of Queensland, Australia.

15. Product Reviews

We moderate reviews to remove fake, offensive, defamatory, irrelevant, or non verified purchaser content.

By submitting a review, you grant HideAWAY a perpetual, irrevocable, royalty free licence to use and publish your content.

16. Competitions & Giveaways

Competitions are run via our website and social media platforms.

By entering, you consent to receiving marketing communications.

17. Limitation of Liability

To the maximum extent permitted by law:

• HideAWAY is not liable for indirect or consequential loss.
• Our liability is limited to the amount paid for the relevant product.

18. Variation of Terms

We may update these Terms at any time. Updated Terms take effect once published on our website.

19. Entire Agreement

These Terms constitute the entire agreement between you and HideAWAY regarding your use of the website and purchase of products.

20. Privacy Policy

We are committed to protecting your privacy. Please review our Privacy Policy on our website to understand how we collect, use, and safeguard your personal information.

21. Customer Support

For any questions or concerns, please contact our customer support team at support@hideaway.online. We are here to assist you with orders, product information, and any issues you may encounter.

22. Environmental Commitment

HideAWAY is dedicated to sustainability and eco-friendly practices. We strive to minimize our environmental impact through responsible sourcing, packaging, and operations.

23. Product Usage Instructions

Please follow all product usage instructions carefully. Improper use may result in damage or harm, for which HideAWAY is not responsible.

24. Shipping Delays Disclaimer

While we aim to deliver on time, delays may occur due to weather, carrier issues, or other factors beyond our control. We appreciate your understanding.

25. Refund Processing Time

Approved refunds are typically processed within 7-10 business days after we receive the returned product.

26. Third-Party Services

We use third-party payment and shipping providers. These providers handle transactions and deliveries on our behalf. HideAWAY is not liable for their actions or delays.