Refund policy
Returns, Refunds and Exchanges
Due to the permanent nature of leather monogramming, a refund or exchange cannot be offered upon change of mind, under any circumstance, after the item has been monogrammed. Please choose items wisely as refunds may not be offered due to change of mind after purchase. This applies to all discounted items.
- Return Due to Change of Mind
Please note that we do not offer refunds for change of mind purchases. All items purchased on sale are final sale and cannot be returned, refunded or exchanged. An alternate remedy may be offered according to ACCC Consumer Law.
We encourage you to choose carefully and reach out to our team if you have any questions before purchasing.
Thank you for your understanding and support.
- Return Due to Faulty Item
In the very unlikely event that an item is faulty or has a manufacturing issue upon purchase, please show your proof of purchase within 30 days and a full refund OR exchange will be processed (*only an exchange to an item of equal or lesser value will be approved). If 30 days have past since the purchase date, a refund or exchange may not be offered under any circumstance. All shipping fees are non-refundable. This applies to all discounted items.
To be eligible for a refund, the item must be completely unused and in original condition.
After 30 days, a refund or exchange will not be offered when the item has become faulty after sufficient use and handling by the customer. This includes negligent handling or failure to take reasonable care of the item, for example:- water exposure, alcohol and chemical exposure (eg. touching monograms immediately after using hand sanitiser), rough handling, overfilling items and forcing it shut using the zipper, dropping an item etc.
- Refunds
To receive a refund, visit our Boutique Store with the faulty item, or send the faulty item back to our office studio, where the item will be received and inspected. We will shortly get in touch with you via email regarding the approval of the refund. If approved, a refund for the value of your item(s), excluding shipping charges, will be processed back to the same account used to make your purchase. This process may take 5-7 business days. All shipping fees are non-refundable.
Shipping
To return your product for a refund or exchange, please send an email to hello@hughandhyde.com and we will in touch shortly with instructions.
Shipping costs to send items to our office studio are non-refundable and will be completely covered by the customer. You may avoid these fees by visiting us at our Boutique Store in Rouse Hill Town Centre.
Shipping time may vary depending on delivery locations. It may take 5-7 business days for your new item to reach you.
If you are shipping an item over $100.00, please consider using a trackable shipping service or purchasing shipping insurance. We take absolutely no responsibility for lost parcels and we cannot guarantee that we will receive your returned item.