Return & Refund Policy

We want you to love what you purchase from The Hoodie Guy, but we understand that sometimes things don’t go as planned. This Returns & Refunds Policy outlines your rights and options when returning or exchanging items purchased through our website.

This policy applies to all purchases made through https://www.thehoodieguy.com.au and operates in accordance with the Australian Consumer Law (ACL).

1. CHANGE OF MIND RETURNS

We do not offer refunds for change of mind or incorrect choice.
However, we may, at our sole discretion, offer an exchange or store credit if:

The item is returned within 14 days of delivery.
The item is unworn, unused, and in its original packaging with all tags attached.
Proof of purchase is provided (such as your order confirmation or receipt).

Any approved exchanges or credits will exclude original shipping fees.
Return postage costs are the responsibility of the customer, unless the item is faulty or incorrectly supplied.

2. FAULTY OR DAMAGED ITEMS

In line with Australian Consumer Law, you are entitled to a repair, replacement or refund if an item you purchase is:

Faulty or defective,
Significantly different from its description or image,

If you believe your item is faulty, please contact us at support@thehoodieguy.com.au within 7 days of receiving your order.
Include your order number, photos of the issue, and a brief description of the fault.

Once assessed, we will let you know whether the item needs to be returned for inspection or if a replacement/refund can be processed immediately.

3. SALE & PROMOTIONAL ITEMS

All items purchased on sale, during a promotion, or using a discount code are final unless the product is faulty or damaged.
No refunds, exchanges, or store credits will be offered for sale items based on change of mind, fit, or preference.

4. RETURNS PROCESS

To initiate a return, please follow these steps:

Contact our team at support@thehoodieguy.com.au with your order number and reason for return.
Wait for confirmation and a return authorisation number (RA#).
Package your item securely in its original packaging and include the RA#.
Ship it to the return address provided by our team.

Please note:
We recommend using a trackable shipping service as we cannot guarantee receipt of items lost in transit.

5. REFUND PROCESSING TIME

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
Approved refunds will be processed back to your The Hoodie guy account

Shipping costs are non-refundable, except in cases where the product was found to be faulty or incorrectly supplied.

6. CUSTOM OR PERSONALISED ITEMS

Custom, made-to-order or personalised products are non-refundable unless faulty or damaged on arrival.
Please check your order details carefully before confirming your purchase.