Refund policy
hideaway. products are personal care goods. That shapes what we can and cannot take back, so please read this before you order.
Change of mind
We do not accept returns or exchanges for change of mind. This applies to opened, unopened and used products alike. Because everything we make is a personal care good, once a product has left us we cannot resell it.
Fragrance is personal, so if you are unsure about a scent we recommend trying a 10ml size first rather than committing to a full bottle.
Faulty, damaged or incorrect items
If your order arrives broken, leaking, faulty, or is not what you ordered, we will replace it or refund it.
Contact us at orders@hideaway.online within 30 days of receiving your order. Please include your order number and a photograph of the problem. If we need the item returned, we will provide a return address and cover the return postage at that time. Please do not send anything back before contacting us, as items sent without prior arrangement cannot be accepted.
Cancellations and changes
If you need to cancel or change an order, contact us urgently at orders@hideaway.online. We will accommodate this where we can, but once an order has been picked and packed we are unable to alter it.
Incorrect delivery addresses
Please check your delivery address carefully before completing your order. Where a parcel is returned to us because the address supplied was incomplete or incorrect, the cost of re-sending it is payable by the customer.
Shipping Protection
Shipping Protection is added to your cart by default for $3.50. It is optional and can be switched off in the cart before checkout. Where it has been purchased, parcels lost, stolen or damaged in transit are replaced or refunded in accordance with the Delivery Protection Terms of Service.
Refunds
Where a refund is approved, it is returned to the original payment method. Please allow up to ten business days for your bank or card issuer to process and display it.
Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to 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.
Contact
For any question about this policy, or about an order, email orders@hideaway.online.