Return & Refund Policy

At The Hamilton Family Portsea, we want you to feel confident with your purchase. We understand that there may be occasions when you wish to return an item. This policy explains our return process, eligibility requirements, and refund conditions.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law.

Change-of-Mind Returns

For change-of-mind returns:

• You may register an item for return after you have received your order.
• Please contact us within 30 days of receiving your order.
• Items must be unused, unwashed, undamaged, and returned in their original condition with all original labels and tags attached.
• You are welcome to carefully try on an item to check the fit. Items showing signs of wear beyond this cannot be accepted as a change-of-mind return.
• Return shipping costs for change-of-mind returns are the responsibility of the customer, including any applicable international shipping costs.
• Items deliberately ordered in multiple sizes or variations with the intention of returning the unwanted options may not be eligible under our voluntary change-of-mind return policy.

These conditions apply only to change-of-mind returns and do not limit your rights where an item is faulty, damaged, incorrectly supplied, or otherwise fails to meet the consumer guarantees under Australian law.

Return Process

1. Contact us at info@thehamiltonfamilyportsea.com within 30 days of receiving your order if you wish to make a change-of-mind return.
2. Once your return request has been reviewed, we will provide you with the applicable return instructions and return address.
3. Our return facility may be located internationally, including in China.
4. For eligible change-of-mind returns, the customer is responsible for return shipping costs.
5. We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.

Please do not return an item before contacting us and receiving the appropriate return instructions.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, significantly different from its description, or incorrectly supplied, please contact us as soon as reasonably possible.

Please include your order number and, where appropriate, photographs showing the issue.

Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund, or another appropriate remedy.

Where an item is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs may also be reimbursed where required.

Refunds

Once an eligible returned item has been received and inspected, we will notify you regarding the status of your refund.

For approved change-of-mind returns, the eligible purchase amount will generally be refunded to your original payment method within 30 days of approval.

Original shipping costs and change-of-mind return shipping costs are generally non-refundable unless otherwise required by applicable law.

Your statutory rights in relation to faulty or non-compliant goods are not limited by this policy.

Australian Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the nature of a problem, customers may be entitled to a repair, replacement, refund, compensation, or another remedy.

Our voluntary 30-day change-of-mind return period does not impose a 30-day limit on rights relating to faulty goods. Australian consumer guarantee rights may continue for a reasonable period depending on the product and circumstances. 

Delivery Issues

Customers are responsible for providing complete and accurate delivery information during checkout.

If tracking confirms that an order has been delivered to the address provided, please contact us if you believe your parcel has been lost or stolen so that we can review the available delivery information with you.

Nothing in this section limits any rights that cannot legally be excluded.

Intellectual Property

Unless otherwise stated, content available on the The Hamilton Family Portsea website, including text, photographs, graphics, branding, and logos, is owned by The Hamilton Family Portsea or used with permission from the relevant rights holder.

Content may not be reproduced, copied, distributed, or used for commercial purposes without the appropriate permission.

Complaints

If you have a complaint regarding your order, product, return, or experience with us, please contact us at:

info@thehamiltonfamilyportsea.com

Please include your order number and a clear description of the issue where applicable.

We aim to respond to customer enquiries and complaints as promptly as reasonably possible.

Applicable Law

This policy is subject to the laws of Australia, including the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.

Contact

If you have any questions regarding this Return & Refund Policy, please contact us at:

The Hamilton Family Portsea
Email: info@thehamiltonfamilyportsea.com