Refund policy

RETURN & REFUND POLICY

Last updated: 14 August 2026

At Hillston Clouver, we want you to shop with confidence. This Return & Refund Policy explains how returns, refunds, exchanges and remedies are handled.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

For questions regarding a return or refund, please contact us at contact@HillstonClouver.store.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

These statutory consumer guarantees apply automatically and are separate from, and in addition to, any voluntary return policy offered by Hillston Clouver.

Depending on the circumstances, if a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy available under the Australian Consumer Law.

Our voluntary return conditions, including any time limits stated for change-of-mind returns, do not limit your rights under the Australian Consumer Law.

2. 30-Day Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Hillston Clouver offers a 30-day change-of-mind return period.

You may request a change-of-mind return within 30 days of receiving your order.

To qualify for a change-of-mind return, the item must:

be unworn and unused;
be in its original condition;
have all original tags attached;
be returned with its original packaging where reasonably possible; and
be accompanied by proof of purchase or your order details.

Items that show signs of wear, washing, alteration, damage caused after delivery or unreasonable use may not qualify for a change-of-mind return.

These conditions apply only to our voluntary change-of-mind policy and do not restrict any rights you may have under the Australian Consumer Law.

3. Starting a Return

To request a return, please contact:

Email: contact@HillstonClouver.store

Please include:

your full name;
your order number;
the item or items you wish to return;
the reason for the return; and
photographs of the item where the return relates to damage, a defect or an incorrect product.

If your return is accepted, we will provide you with return instructions and the applicable return address.

Please do not send products to an address without first contacting us, as this may delay the processing of your return.

4. Faulty, Damaged or Incorrect Items

Please contact us as soon as reasonably possible if your order arrives damaged, defective, incorrect or otherwise does not comply with an applicable consumer guarantee.

We may request reasonable information, including photographs, to help us assess the issue.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, the remedy available will depend on the circumstances and whether the failure is major or minor.

Our voluntary 30-day change-of-mind period does not apply as a limitation to claims involving faulty, defective or non-compliant goods under the Australian Consumer Law.

5. Major Failures

A product may have a major failure where, for example, it:

is unsafe;
is substantially different from its description, sample or demonstration model;
has a serious problem, or multiple problems, that would have prevented a reasonable consumer from purchasing it had they known about them;
is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time; or
is substantially unfit for a particular purpose made known to us before purchase and cannot easily be made fit within a reasonable time.

Where there is a major failure with goods and the Australian Consumer Law gives you the right to reject the goods, you may generally choose between a refund or replacement, subject to the applicable provisions of the Australian Consumer Law.

6. Minor Failures

Where a product has a problem that is not a major failure, we may be entitled to provide an appropriate remedy within a reasonable time, such as a repair.

If the problem cannot be remedied or is not remedied within a reasonable time, you may have additional rights under the Australian Consumer Law.

Nothing in this section limits any remedy available to you by law.

7. Return Costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the item unless we agree otherwise.

For a return involving goods that fail to comply with the Australian Consumer Law, responsibility for return, collection or transportation costs will be determined in accordance with the Australian Consumer Law.

Where goods cannot reasonably be returned without significant cost to the consumer because of the nature of the failure, or because of their size, height or method of attachment, any applicable collection obligations will be handled in accordance with the Australian Consumer Law.

We recommend using a tracked shipping service for voluntary change-of-mind returns, as we cannot be responsible for parcels lost by a carrier selected by the customer.

8. Refunds

Once we receive and inspect an eligible return, we will notify you of the outcome.

Where a refund is approved, it will generally be issued to the original payment method.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

Where you are legally entitled to a refund under the Australian Consumer Law, the refund will be handled in accordance with those requirements.

A statutory refund for rejected goods will not be substituted with store credit where the Australian Consumer Law entitles you to a monetary refund.

9. Exchanges

Where available, we may offer exchanges for eligible change-of-mind returns.

If an exchange relates to faulty or non-compliant goods, your rights and available remedies will be determined in accordance with the Australian Consumer Law.

Product availability cannot be guaranteed. If a requested replacement is unavailable, we will discuss the remedies available to you.

10. Change of Mind

Australian Consumer Law does not generally require a business to provide a refund or replacement merely because a customer:

changed their mind;
found the product cheaper elsewhere;
decided they no longer wanted or needed the product; or
selected the wrong size, colour or style.

However, Hillston Clouver voluntarily provides the 30-day change-of-mind return option described in this policy.

Once offered, this voluntary policy will be honoured according to its stated conditions.

11. Sale and Promotional Items

Sale or promotional items may be returned under our voluntary 30-day change-of-mind policy unless the relevant promotion clearly states otherwise.

Regardless of any sale, clearance or promotional status, nothing in this policy excludes rights or remedies that apply under the Australian Consumer Law where goods fail to meet a consumer guarantee.

12. Non-Returnable Items

For change-of-mind returns, certain products may be excluded for hygiene, health, safety or other legitimate reasons where this is disclosed at or before purchase.

This may include:

underwear or intimate apparel where applicable;
personalised or customised products;
gift cards; and
products that cannot reasonably be resold for hygiene reasons once opened or used.

These exclusions apply only to voluntary change-of-mind returns. They do not remove rights or remedies available under the Australian Consumer Law for faulty or non-compliant products.

13. Proof of Purchase

We may request reasonable proof of purchase when processing a return or other remedy.

Acceptable proof may include an order confirmation, receipt, transaction record or other reasonable evidence showing that the product was purchased from Hillston Clouver.

14. Products Damaged by the Customer

Consumer guarantees may not provide a remedy where the problem was caused by misuse, abnormal use or damage caused by the consumer after receiving the product.

However, this does not affect rights relating to an unrelated defect or failure that is covered by the Australian Consumer Law.

15. Problems Disclosed Before Purchase

A consumer may not be entitled to a remedy for a specific defect that was clearly disclosed before the purchase and accepted as part of the transaction.

This does not prevent a consumer from exercising rights regarding another problem that was not disclosed before purchase.

16. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at contact@HillstonClouver.store.

We will attempt to accommodate cancellation requests where reasonably possible.

If an order has already been processed or dispatched, it may no longer be possible to cancel it before delivery. You may instead request a return after receiving the order where permitted by this policy or applicable law.

17. Lost or Undelivered Orders

If your order has not arrived, please contact us so that we can investigate the shipment.

Where goods that have been paid for are not supplied, we will handle the matter in accordance with applicable Australian consumer law and any other rights available to you.

18. Original Shipping Charges

For voluntary change-of-mind returns, original delivery charges are generally not refundable unless we state otherwise.

This does not apply where Australian Consumer Law requires the reimbursement of an amount or provides the consumer with another remedy.

19. Processing Returns

We aim to assess returns promptly after they arrive.

Processing times may vary depending on the nature of the return, the information required to assess the claim and the payment provider involved.

Nothing in this section allows Hillston Clouver to unreasonably delay a remedy that must be provided under the Australian Consumer Law.

20. Consumer Guarantees Take Priority

No provision of this Return & Refund Policy is intended to exclude, restrict or modify any guarantee, right, remedy or liability that cannot legally be excluded, restricted or modified.

If any provision of this policy is inconsistent with a mandatory right under the Australian Consumer Law, the mandatory consumer right will apply to the extent of the inconsistency.