Return & Refund Policy
Refund & Return Policy
At Hayridge we aim to provide a transparent and straightforward shopping experience. Please review this policy carefully before placing an order. By purchasing from our website you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
2. Conditions for Returns
An item is eligible for return if:
- It is unused, unworn and undamaged
- It is in its original condition
- All original labels and packaging are intact
- The return request is submitted within the return period
- The return is pre-authorised by our customer service team
Trying on items for fit is permitted. If there are visible signs of wear, washing or damage a reduction in value may be applied.
3. Damaged or Defective Items
If your order arrives damaged or defective please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.
To submit a report please email support@hayridge.com with:
- Your order number
- Clear photos of the item and the original packaging
- A short description of the issue
Eligible claims submitted within this timeframe may qualify for a replacement, partial refund or another appropriate resolution depending on the circumstances and evidence provided. Claims submitted after 14 days from delivery may no longer qualify.
4. Items Excluded from Returns
Returns are not accepted for:
- Sale items (unless faulty under Australian Consumer Law)
- Gift cards or items marked Final Sale
- Items damaged through improper use
- Worn, washed or altered garments
5. Return Shipping & Restocking Fee
All returns must be shipped to our central warehouse in China.
Customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports international delivery
- Paying any customs duties, taxes or handling fees
- Ensuring accurate customs documentation
Hayridge is not responsible for return parcels that are delayed, rejected or lost due to customs issues or incorrect shipping methods.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages
- Parcels refused upon delivery
- Parcels left unclaimed and automatically returned to us
Exception: The restocking fee may be waived if the item arrived damaged or defective. Each case is reviewed individually.
6. Return Address
Returns must be sent only to the return address provided by our customer service team after approval. Returns sent to any other address cannot be processed.
7. How to Start a Return
To request a return please email support@hayridge.com with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Clear photos (required for damaged or defective items)
- Your full name and shipping address
You will receive instructions within 24 business hours (Monday to Friday).
8. Order Cancellations
Orders may be cancelled within 30 minutes of purchase. Once processing has begun cancellation requests are no longer guaranteed and may be refused depending on the status of the order. After delivery a return may be requested in accordance with this policy.
Approved cancellation requests submitted after the 30-minute window may be subject to an 8% processing and restocking fee to cover payment processing, handling and operational costs already incurred.
9. Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds are issued to the original payment method
- Please allow 5–10 business days for the refund to be finalised by your bank or payment provider
The 15% restocking fee, if applicable, will be deducted from the refund. Original shipping costs are non-refundable.
10. How Discounts Work When You Return Items
If your order included a promotional discount such as our bundle deals or Buy More Save More offers and you return part of your order, your refund may be adjusted. Discounts are recalculated based on the items you keep, not the items originally purchased.
Refunds are always based on the final qualifying order value after returns. A 15% restocking fee may apply and return shipping costs remain the customer's responsibility.
11. Store Credit
In certain cases store credit may be offered at our discretion. Store credit is non-refundable and can only be issued once per order.
12. Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout we may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or offer store credit as a gesture of goodwill depending on the condition of the returned items.
13. Australian Consumer Law
No provision in this policy overrides your rights under the Australian Consumer Law. You are entitled to a replacement, repair or refund if a product is faulty, not as described or unfit for purpose.
14. Policy Updates
Hayridge reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.
15. Contact Information
Email: support@hayridge.com Phone: +61 3 6164 3038
Store name: Hayridge Company name: Highland Commerce PTY LTD ACN: 695 098 116 Business address: Melbourne, Victoria, Australia Warehouse address: Building 1, No. 8 Jiangwan Street, Choujiang Intelligent Manufacturing Industrial Park, Yiwu, Zhejiang, China