Refund policy

Returns & Refunds Policy (Australia)

Entity: Hustle Hood (Creative Slate Media Pty Ltd)
Applies to: Online orders placed at hustlehood.com
Effective: October 6, 2025

1) Our Commitment under Australian Consumer Law (ACL)

Your rights under the ACL come first. If a product has a problem covered by consumer guarantees, you are entitled to a remedy. For major failures, you can choose a refund or replacement. For minor problems, we will repair, replace or refund at our option within a reasonable time. Nothing in this policy limits your ACL rights.

2) Change‑of‑Mind (COM)

We do not offer cash refunds for change‑of‑mind purchases. If you change your mind, we can offer store credit subject to the conditions below.

Window: Request within 30 days of delivery.

Condition: Items must be unused, unworn and in resalable condition with all original packaging, tags and accessories.

Hygiene‑sensitive items: For socks and hooded towels, change‑of‑mind returns are accepted only if unopened/unused in the original sealed packaging. (This restriction does not affect your ACL rights if the item is faulty.)

Exclusions (COM only): Gift cards; final sale/markdown items (unless faulty under ACL); custom/personalised items.

Return shipping (COM): You are responsible for return shipping costs. Original delivery fees are not credited for change‑of‑mind returns.

3) Faulty, Damaged or Incorrect Items (ACL Remedy)

If your item is faulty, arrives damaged, or not as described/ordered:

  1. Contact us promptly at hello@hustlehood.com.au with your order number, a description of the issue and clear photos.

  2. We will assess whether the issue is a major or minor failure and confirm your remedy: refund, replacement or repair consistent with the ACL.

  3. Where a return is required for assessment, we will provide a prepaid return label or reimburse reasonable return postage costs.

  4. If a refund is due, we will also refund standard delivery charges you originally paid (where required by law). Refunds are processed to the original payment method.

Note: Hygiene status does not prevent a return if a product is faulty or misdescribed.

4) How to Make a Return

  1. Start a request: Email hello@hustlehood.com.au 

  2. Pack securely: Use original packaging where possible. Include your packing slip or note with order number.

  3. Ship: Use the label provided (for ACL claims) or your preferred tracked carrier (for change‑of‑mind).

  4. Outcome: On receipt and inspection, we’ll issue your store credit, replacement or refund per this policy.

Inspection timelines: We aim to process within 5 business days of receiving your return. Bank processing times may vary.

5) Additional Notes & Fair Use

  • Proof of purchase: We require a receipt, order confirmation or other proof of purchase.

  • Reasonable use: Wear‑and‑tear or damage from misuse, improper care, or not following care instructions is not a defect.

  • Bundles: For change‑of‑mind, bundle items must be returned together in original condition to receive full credit.

  • Refused packages: Shipping costs for refused/undeliverable COM parcels may be deducted from any store credit issued.

  • International orders: Remedies under ACL apply to Australian customers. For international customers, we will still support defects in good faith; shipping remedies may vary.

6) Contact

Email: hello@hustlehood.com.au
Returns: hello@hustlehood.com.au

We’re here to help. If you’re unsure whether your situation is a major or minor failure under the ACL, reach out and we’ll guide you through options consistent with the law.