Return & Refund Policy

Hartley Daylesford Last updated: April, 2026

At Hartley Daylesford, we want every customer to feel confident and satisfied with their purchase. While we strive to deliver timeless fashion and exceptional service, we understand that sometimes returns are necessary. This policy is governed by the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth) and the applicable consumer protection laws of Victoria. Please review our policy carefully before placing an order.

Please note that we do not offer free returns; shipping charges will apply unless the return is due to a fault or error on our part.

1. CAN I RETURN MY ORDER?

Absolutely! You can return items within 30 days of receipt if you meet the following conditions:

  • All parts and packaging must be intact and in original condition
  • The product should show only normal signs of handling (we cannot accept items damaged due to careless use)
  • Items with hygiene considerations must be thoroughly cleaned before returning
  • Any defective items must be reported immediately upon receipt
  • Customers are responsible for return shipping costs, unless the item is faulty, incorrect, or does not match its description

Returns are processed within 7 business days. If your return meets all conditions, you'll receive an official acknowledgment during this timeframe.

We reserve the right to refuse returns if items appear used or damaged through no fault of ours.

Please note that under the Australian Consumer Law (ACL), your statutory rights to a remedy for faulty or misdescribed goods apply regardless of our change-of-mind return policy above.

2. OUR INTIMATES POLICY

At Hartley Daylesford, we take hygiene seriously to ensure every piece meets the highest standards of care. For this reason, we are unable to accept returns or exchanges on underwear or lingerie once packaging has been opened, unless the item is faulty or incorrectly described — in which case your rights under the ACL fully apply.

We encourage you to double-check sizes, colours, and styles before unsealing your order. If there is a defect or an error with your purchase, don't worry — just reach out to us and we'll make it right.

3. HOW TO RETURN YOUR ORDER

To initiate a return, simply follow these steps:

📧 Email us at: support@hartleydaylesford.com

Include the following details:

  • Order number
  • Reason for return or exchange
  • A photo of the product (if damaged)
  • Your first and last name
  • Your address

Once approved, our customer service team will email you detailed return instructions.

⚠️ Please note: in certain cases, returns may need to be sent to our facilities in Asia. Always follow the instructions provided by our customer service team to ensure your return is processed correctly.

Do not send returns to the sender's address without confirmation, as the customer is responsible for all return shipping costs unless the item is faulty or incorrect.

4. RETURN SHIPPING FEES

  • If the return is initiated by the customer (e.g., change of mind, wrong size, wrong colour), the customer covers all return shipping costs.
  • If the issue is on our end (e.g., damaged, faulty, or incorrect items), we will cover all shipping costs and arrange a replacement or refund in accordance with the Australian Consumer Law (ACL).

5. CONSUMER GUARANTEES UNDER AUSTRALIAN LAW

Under the Australian Consumer Law (ACL), our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

To exercise your consumer guarantee rights, please contact us at support@hartleydaylesford.com with a clear description of the issue.

Refunds will be issued once we have assessed your claim, using the same payment method you used originally.

6. CHANGE OF MIND & CANCELLATIONS

Because orders are processed automatically, we cannot cancel or refund an order while goods are in transit. Refunds for change-of-mind returns are only possible once goods are received back and inspected.

If your order is already in transit, please wait for delivery before initiating a return.

To speed things up, please share shipping confirmation once you send the return.

7. REFUND PROCESSING

Once your return is received and approved, we will refund all eligible payments (excluding delivery costs, unless the return is due to a fault or error on our part).

Refunds will be processed within 14 business days via the same payment method you used originally, in accordance with the ACL.

If you have any questions or need assistance, feel free to reach out — we're always here to help!

SUMMARY

At Hartley Daylesford, we are committed to treating every customer fairly and in accordance with the Australian Consumer Law (ACL). By following the above conditions, we ensure a smooth and transparent process for everyone.

Eligible items may be returned within 30 days under the conditions mentioned above. Your statutory rights under Australian law are not affected by this policy.

For any questions, please contact our team:

📧 support@hartleydaylesford.com

Thank you for being part of the Hartley Daylesford journey.