Returns & Refunds
Do you have a returns policy?
Yes, we do. All faulty products can be returned for exchange, a store credit, or a full refund. If you change your mind about a purchase, we will accept a return on that product for a period of 30 days.
How do I organise a return?
You will need to provide us with a receipt so we can confirm the purchase date and that the item was in fact purchased from us. Then simply come into the store or contact us and let us know the reason for the return.
We can only accept returned items in a new, re-sellable condition. The item cannot show any signs of wear, be dirty, smell of smoke or be covered in pet hair & debris.
Please make sure all labels are still attached and the original product packaging or box is present.
Please package up the return in a sensible manner so the product or the original product packaging is not damaged in transit.
For “change of mind” returns the shipping costs are at the buyers own expense. Returns due to errors made by Hip Pocket or Warranty returns will be paid for by us.
You can return the items using any carrier or method you prefer; however, we strongly suggest you use a trusted carrier as the return won’t be processed until the goods arrive in store in good condition.
To speed up the processing please clearly mark “RETURN SHIPMENT” on the package
If the item meets the requirements for a return, we will do the rest.
Can I exchange returned goods for cash?
Only if the original purchase was made using cash and you are returning the goods in a re-sellable condition, within 30 days of purchase with the receipt. If the purchase was made using an EFTPOS or credit card, we will return the funds to that card. If the purchase was put on a trade account, we will credit that account.
How quickly will you process the refund?
Returns that do not have to be assessed by the supplier can be processed on the spot. If you are posting an item to us for a refund, we cannot process the refund until we have received the item and we are satisfied it meets the criteria for a refund. If the item needs to be assessed, we will process the claim as soon as possible but please allow up to 14 days.
Besides a refund, what other options do I have?
We can give you a store credit to use at any time in the future on any of our goods or services.
You can exchange your item for a different size or colour, or you can exchange your item for other goods or services we offer.
You can exchange your purchase for a gift voucher to the same value or a combination of the above and a gift voucher.