Refund policy

Returns, Refunds & Damaged Goods Policy

Hounding Oak strives to ensure you are satisfied with the products you purchase from us. Our packaging team takes great care when preparing orders to minimise the risk of damage or deterioration during transit, and we are confident you will be pleased with your purchase. However, we understand that unexpected issues can occur, so the following guidelines are in place.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). As a consumer, you are entitled to a replacement or refund for a major failure, as well as 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.

Damaged Goods

If your order arrives damaged, please contact our team as soon as possible — ideally within 2 business days of receiving your order.

Please provide:

  • Your order number

  • Your contact details

  • Clear photographs of the damage

  • Any other relevant information regarding the issue

This will allow us to resolve the matter as quickly as possible.

Proof of Purchase

All requests for returns, refunds, exchanges, or repairs must be accompanied by:

  • A valid tax invoice; and

  • Payment details (refunds can only be issued to the original payment method used at the time of purchase).

Returns Process

Once we receive your information, we will assess the issue and advise you on how to return the product(s) for inspection. Unless the product is confirmed to have a major failure, you will be responsible for the cost of return shipping.

All returned items must be:

  • In their original condition; and

  • Securely packaged to prevent damage during return transit.

Refund Exclusions

Hounding Oak does not offer refunds where:

  • You have changed your mind;

  • The product has been misused or damaged after delivery;

  • You were aware of the fault before purchasing;

  • You requested a service to be carried out in a particular way against our advice, or provided unclear instructions.

If a refund is approved, it will be processed using the original payment method. Where appropriate, and at Hounding Oak’s discretion, a store credit or product exchange may be offered instead.