Return & Refund 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, subject to your statutory consumer rights.
This policy applies to customers in the United States and Australia.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
Our 30-day return period applies to eligible voluntary change-of-mind returns in both the United States and Australia. This period does not limit any statutory consumer rights that may apply beyond 30 days.
2. Conditions for Returns
An item is eligible for return under our voluntary 30-day return policy 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 where permitted by applicable law.
These conditions apply to voluntary change-of-mind returns and do not restrict statutory rights relating to faulty, defective, damaged or incorrectly described products.
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, where available
- 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 still qualify for remedies under applicable consumer protection laws. The 14-day reporting period is intended to help us resolve issues promptly and does not remove your statutory rights.
Where a product is faulty, defective, damaged upon arrival or not as described, we will provide the repair, replacement, refund or other remedy required by applicable law.
For Australian customers, confirmed failures to meet applicable consumer guarantees will be handled in accordance with the Australian Consumer Law, including reimbursement of reasonable return costs where required.
4. Items Excluded from Returns
Returns under our voluntary 30-day change-of-mind policy are not accepted for:
- Sale items, unless the item is faulty or a statutory remedy applies
- Gift cards or items marked Final Sale
- Items damaged through improper use
- Worn, washed or altered garments
These exclusions apply only to the extent permitted by applicable law.
Products purchased on sale or marked Final Sale remain covered by applicable statutory consumer rights, including rights relating to faulty, defective or incorrectly described goods.
Nothing in this section excludes or limits any mandatory consumer guarantee, warranty or remedy under applicable United States or Australian consumer protection laws.
5. Return Shipping & Restocking Fee
All approved voluntary returns must be shipped to our central warehouse in China.
For voluntary change-of-mind returns, customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports international delivery
- Paying any applicable customs duties, taxes or handling fees associated with the return shipment
- Ensuring accurate customs documentation
We recommend using a tracked international shipping service and retaining proof of postage.
Hayridge is not responsible for voluntary return parcels that are delayed, rejected or lost due to customs issues or incorrect shipping methods, except where responsibility cannot legally be excluded.
For returns involving faulty, defective or incorrectly described goods, return shipping and related costs will be handled in accordance with applicable consumer protection laws.
Where a product is confirmed to have failed an applicable Australian consumer guarantee, we will reimburse reasonable return costs as required by Australian Consumer Law. Where applicable law requires us to arrange collection or cover other return-related expenses, we will do so.
Restocking Fee
A 15% restocking fee applies to all approved voluntary change-of-mind returns, where permitted by applicable law. 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
These charges apply only where permitted by applicable consumer protection laws and will not be imposed where they would interfere with statutory cancellation, refund or consumer guarantee rights.
Exception: The restocking fee is waived if the item arrived damaged, defective or was not as described and the customer is entitled to a statutory remedy. Each case is reviewed individually.
United States: The 15% restocking fee applies to eligible voluntary returns, subject to applicable federal and state consumer protection laws.
Australia: The 15% restocking fee applies to eligible voluntary change-of-mind returns only. It does not apply when a customer is exercising a statutory right to a remedy under the Australian Consumer Law.
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 may not reach the correct facility and could delay processing.
Our central returns warehouse is located in China. The specific return address and shipping instructions will be provided by our customer service team.
Warehouse address: Building 1, No. 8 Jiangwan Street, Choujiang Intelligent Manufacturing Industrial Park, Yiwu, Zhejiang, China.
Customers in the United States and Australia should be aware that voluntary returns involve international shipping to China and may require customs documentation and additional return shipping expenses.
Nothing in this section limits statutory remedies or return rights where prior authorisation is not legally required.
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, where reasonably available)
- Your full name and shipping address
You will receive instructions within 24 business hours (Monday to Friday).
For returns involving faulty, defective or incorrectly described products, we will assess the claim in accordance with applicable consumer protection laws. Failure to obtain prior return authorisation will not remove any statutory rights.
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, except where applicable law provides a cancellation right.
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, where permitted by applicable law.
This fee does not apply where a customer exercises a statutory cancellation right or where applicable consumer protection law requires a full refund without such deductions.
United States: Customers retain cancellation and refund protections under applicable federal and state laws, including the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule where applicable.
Australia: Customers retain any mandatory cancellation and refund rights available under Australian Consumer Law and other applicable legislation.
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 for voluntary change-of-mind returns, except where applicable law requires otherwise.
For returns involving faulty, defective or incorrectly described products, refunds will be issued in accordance with applicable statutory consumer rights without prohibited restocking or processing fees.
Where applicable law requires a refund within a specific timeframe, we will comply with that requirement.
Refunds are generally processed in the original transaction currency, where supported by the payment provider. Any currency conversion fees or exchange rate differences applied by your bank or payment provider are determined by that provider.
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 for voluntary returns are based on the final qualifying order value after returns. A 15% restocking fee may apply and return shipping costs remain the customer's responsibility, where permitted by law.
Promotional adjustments and restocking fees will not be applied in a way that limits refunds or other remedies required under applicable consumer protection laws.
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, except where applicable law requires otherwise.
Store credit will not replace a monetary refund where a customer is legally entitled to a refund under applicable consumer protection laws.
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.
Additional redelivery charges may apply where a delivery failure was caused by incorrect or incomplete information provided by the customer, subject to applicable law.
Where delivery fails due to an error by Hayridge or its delivery providers, we will provide the remedy required under applicable consumer protection laws.
For orders affected by customs clearance or import charges, any return or refund will be handled in accordance with our Shipping Policy and applicable consumer protection laws.
13. Australian Consumer Law and US Consumer Rights
Nothing in this policy limits, excludes or overrides any statutory consumer rights that cannot lawfully be excluded.
Australia
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 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.
Australian consumer guarantees apply independently of our voluntary 30-day return period, 14-day defect reporting request, product exclusions, restocking fee and cancellation processing fee.
Where a product fails to meet an applicable consumer guarantee, we will provide the appropriate remedy under Australian Consumer Law.
Reasonable return shipping costs will be reimbursed where required by law. For products that cannot reasonably be returned because of their size, weight or nature, we will arrange collection where required.
United States
Customers in the United States retain their rights under applicable federal and state consumer protection laws, including any implied warranties and statutory remedies that apply to their purchases.
Where applicable, the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule requires sellers to have a reasonable basis for advertised shipping timeframes and to obtain customer consent to qualifying delays or provide a refund.
If we cannot ship an order within the timeframe promised at the time of purchase, we will notify the customer and offer the appropriate options, including cancellation and a full refund, as required by applicable law.
Where a product is defective, materially misrepresented or fails to meet an applicable warranty, customers may be entitled to a refund, repair, replacement or other remedy under relevant federal or state laws.
Any mandatory rights under United States consumer protection legislation apply independently of our voluntary return conditions and fees.