Refund & Returns Policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product has a major failure (for example, it is unsafe, significantly different from its description, or does not do what we said it would) you are entitled to choose a refund or a replacement. For problems that are not a major failure, we are entitled to choose between repairing the item, replacing it, or refunding it within a reasonable time.

Nothing in this policy limits or excludes those non-excludable rights.

Change of mind

We do not offer refunds, exchanges or returns for change of mind, including (but not limited to): you no longer want the item, you ordered the wrong item, you found it cheaper elsewhere, the item did not meet your personal expectations, or delivery took longer than you hoped. This is your responsibility to consider before completing your order.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged in transit, or is not what you ordered, email support.handsolace@gmail.com within 7 days of delivery. Please include:

• Your order number and the name used on the order.
• A clear description of the issue.
• Clear photos of the item and of the outer packaging.

Once we have assessed the issue, we will let you know the appropriate remedy under the ACL (repair, replacement or refund). Please do not send anything back before we reply. We need to confirm the remedy and the correct return address first.

Returns must be approved first

All returns must be requested and approved by us in writing before the item is sent back. Items returned without prior written approval and a return authorisation reference cannot be processed and, where possible, will be returned to sender at the customer's cost. This does not affect your non-excludable ACL rights.

What is not covered

• Damage caused by misuse, accident, drops, liquid exposure, unauthorised modification, or failure to follow the product instructions.
• Normal wear and tear, including fabric softening, colour fading or minor cosmetic marks from ordinary use.
• Change-of-mind requests (see above).
• Shipping delays that fall within the timeframes described in our Shipping Policy.

Refunds

Where a refund is approved, it is issued to the original payment method. Your bank or card provider may take additional time to display the refund on your statement.

Order cancellations

Because we dispatch quickly, we can only cancel orders that have not yet been packed. Email support.handsolace@gmail.com as soon as possible after ordering. Once an order has been packed or handed to the carrier, it cannot be cancelled.

Contact

All returns and support enquiries: support.handsolace@gmail.com

We reply to emails within 1-2 business days (Monday to Friday, AEST).