Returns & Refund Policy
Last Updated: 29 June 2026.
At Hatch & Hope, we take great care in creating and packaging every order. We want you to be delighted with your purchase. If something isn't right, we're here to help. This policy operates alongside your rights under the Australian Consumer Law (ACL).
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair, or refund if a product is faulty or defective. Is significantly different from its description or images.Is not of acceptable quality.Is not fit for its intended purpose. Nothing in this policy limits your rights under Australian Consumer Law.
Change of Mind
As a small business, we do not offer refunds or exchanges for change of mind, including if you: Ordered the wrong item. Changed your mind after purchasing. No longer requires the product.Ordered the wrong colour or style. Please read all product descriptions carefully before completing your purchase.
Damaged or Faulty Items
If your order arrives damaged or you believe it is faulty, please contact us within 7 days of receiving your order. To help us resolve the issue quickly, please include: Your order number. A description of the issue.Clear photographs of the product.Photographs of the packaging (if applicable). Once we have reviewed your claim, we'll arrange an appropriate remedy, which may include a repair, replacement or refund in accordance with Australian Consumer Law.
Incorrect Items
If you've received the wrong item, please contact us within 7 days of delivery. We'll arrange for the correct item to be sent to you as quickly as possible and provide instructions for returning the incorrect item if required.
Return Conditions
Where a return is approved, items should be returned in their original condition, where possible. Securely packaged to prevent damage during transit. Accompanied by proof of purchase. Please do not return products without contacting us first, as we'll provide the appropriate return instructions.
Return Shipping Costs
If the return is due to: Our error or a faulty product, we'll cover the reasonable cost of return shipping where required. Change of mind: As change-of-mind returns are not accepted, return shipping is generally not applicable.
Refund Processing
Where a refund has been approved, it will be processed back to your original payment method. Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Sale Items
Sale, promotional and clearance items are covered by the same consumer guarantees under Australian Consumer Law. However, we do not provide refunds or exchanges for change of mind on sale items unless required by law.
Gift Cards
Gift Cards are: Non-refundable. Not redeemable for cash.Treated like cash and cannot be replaced if lost or stolen.
Cancellations
If you need to cancel or amend an order, please contact us as soon as possible. If your order has not yet been processed or dispatched, we'll do our best to assist. Once an order has been packed or shipped, we may be unable to make changes.
Contact Us
If you have any questions about our Returns & Refund Policy, please contact us. Hatch & Hope📧 Email: admin@hatchandhope.com.auWe aim to respond to all enquiries within 1–2 business days.
Our Promise
Every Hatch & Hope product is thoughtfully designed and carefully packed with love and attention to detail. If something isn't right with your order, we'll work with you to find a fair and timely solution. Thank you for choosing Hatch & Hope to be part of your journey. 💛