At Hanan Home, our goal is for you to love your purchase. This policy outlines how we handle returns, exchanges and refunds, in compliance with the Australian Consumer Law (ACL).

1) Your rights under ACL (Faulty / Incorrect / Not as Described)

You are entitled to a full refund or replacement (and we cover all freight costs) if your item is:

  • faulty or defective, or

  • damaged on arrival, or

  • incorrect (not the item you ordered), or

  • significantly different from our description or images.

If any of the above applies, please email us with your order number, photos/videos and a brief description within 7 days of delivery. We will arrange collection or provide a prepaid return label at no cost to you.

2) Change of Mind (Store Credit Only)

We accept change-of-mind returns only for store credit if:

  • the request is made within 14 days of delivery, and

  • the item is unused, unwashed/un-worn (where applicable), in its original condition and original packaging, and

  • you include the original proof of purchase.

Important for Change-of-Mind:

  • Shipping costs for returns are the customer’s responsibility.

  • If you use a return label provided by us, the cost will be deducted from your store credit.

  • If the original shipping was free (or discounted), our actual outbound freight cost may be deducted from the store credit.

  • Store credit will be issued once the returned item has been inspected and approved, and will be valid for 12 months from issue for use online and/or in-store.

3) Exchanges

If you’d like to exchange an item (for a different colour/size/design), the process is:

  • Initiate a Change-of-Mind return (see section 2) and we’ll issue you store credit upon inspection, OR

  • If you’d prefer a direct swap, contact us, we’re happy to send photos/videos of available alternatives before you post back to reduce reshipping.

4) How to start a return

  1. Email us at [insert contact email] providing your Order #, reason for the return, and photos if applicable.

  2. Choose: we send you a return label (cost may be deducted) or you post the item back yourself (you must use a trackable service and provide the tracking number).

  3. Pack the item securely (e.g., in the original packaging if possible). Include a note with your Order #.

  4. Once we receive the item, we will inspect it (typically within 1-2 business days) and then process the refund (for ACL cases) or the store credit (for change-of-mind returns).

5) Packaging & Condition

Returned items must be received:

  • unused and in resalable condition,

  • in original packaging (including all labels, accessories, documentation).
    We reserve the right to decline a return or apply a restocking deduction if the item shows signs of wear, soiling, odour, cutting/trimming (if relevant) or damage.

6) Exclusions

The following items are not eligible for change-of-mind returns (but will still be covered under ACL for faulty items):

  • Clearance / Final Sale / “as-marked” items.

  • Customised items or items made to customer specification (e.g., custom colour, size) unless explicitly stated otherwise.

  • Commercial / contract orders (unless otherwise agreed in writing).

7) Damaged in Transit

If the packaging arrives damaged, please photograph the outer packaging before opening. If the item inside is affected, email us within 48 hours so that we can file a carrier claim and resolve the issue promptly.

8) Contact

If you have any questions or require assistance with a return:

  • Email: returns@hananhome.com

  • Phone: [insert contact phone number]