Refund policy

At Hunnyboots, we stand behind the quality of everything we design. As a small family business, we’re committed to making things right if something’s gone wrong. This page explains your rights under Australian Consumer Law, as well as our own store policies for wrong-size and change-of-mind returns.

Your Rights Under Australian Consumer Law

All of our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL). This means that:

  • If a product is faulty, unsafe, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund — even after the product has been used.
  • These rights apply regardless of warranty periods, and even on discounted or sale items.
  • If the issue is considered major, you have the right to choose a refund or replacement.
  • In the case of faulty items, we will also cover original and return shipping costs, and we will supply you with a prepaid tracked return label.

If you believe your item has a problem, please contact us at support@hunnyboots.com and include a description and photo of the issue.

Our Store Policies (In Addition to Your ACL Rights)

These are our own goodwill policies, which go above and beyond the legal minimum.

Wrong Size

If you ordered the wrong size, you can return the item for store credit and use that credit to order the correct size. We do not swap items directly — the credit is issued once your return arrives, and you place a new order for the size you need.

We’re happy to offer a return for store credit, provided:

  • The item is returned unused, clean, and in original condition (including packaging where applicable).
  • You request the return within 30 days of delivery. Once we approve it, you then have 14 days to post the item back to us — see Returning Your Item below.
  • You cover the return shipping cost to us.

Note: If the item shows signs of wear (for example, boots scuffed from walking), we may not be able to accept the return unless there is a product fault.

Change of Mind

We do not offer returns for change of mind. However, we may offer store credit for unused items in original condition at our discretion. This policy is in addition to your rights under Australian Consumer Law, which apply in cases of faulty products.

Returning Your Item

These conditions apply to every approved return, including warranty and faulty-item claims. Once your return is approved we will email you a return authority with your return number, the address to send to, and the date by which your item must be posted.

  • Post within 14 days of approval. Your return authority shows the exact date. Returns posted after this date may not be accepted.
  • Use a tracked service. All returns must be sent with tracking. Untracked returns travel entirely at your own risk and cannot be traced, claimed for, or refunded if they do not arrive.
  • Send us your tracking number. Reply to your approval email as soon as you post, or email support@hunnyboots.com quoting your order number. We cannot follow up a parcel we have no tracking for.
  • Risk stays with you until we receive the item. Your parcel remains your responsibility until it reaches our warehouse. We recommend insuring items for their full value. We are not liable for returns lost or damaged in transit.
  • Faulty items are the exception. Where we have accepted a fault claim, we supply a prepaid tracked label, so there is no cost or transit risk to you.

If Your Return Doesn’t Reach Us

We track every approved return from the date it was approved.

  • Day 21 — if we haven’t received your item, we will email you a reminder with its tracking status.
  • Day 30 — if tracking shows your parcel is delayed or has stalled in transit, we will lodge a claim with the carrier and process your refund or store credit at that point. You do not need to wait for the claim to be resolved.
  • Day 45 — if your item has not reached us and no valid tracking has been supplied, the return will be closed and no refund or store credit can be issued. We will always email you before this happens.

If your item was posted within the return window but arrives after it, we will still honour it. Items posted after the window has closed are assessed case by case.

Condition of Returned Items

So that returned stock can be resold, we ask that items come back to us in the condition they left. When you receive your approval email it will list the specific steps for your item.

  • Boots may only be tried on indoors, on a clean dry surface. Boots showing dirt, scuffing or wear may be rejected, or accepted with a cleaning and restocking fee deducted from your refund or store credit.
  • Coats returned soiled or heavily de-haired may incur a cleaning and repacking fee.
  • Socks that have been opened are not returnable for hygiene reasons.
  • All items must be returned in original condition with all packaging, tags, inserts and accessories.

Cleaning and restocking fees apply only to goodwill returns (wrong size and change of mind). They are never applied to a faulty item or to any return made under your Australian Consumer Law rights.

Refund Processing

Once your return arrives we will inspect it and email you the outcome. Refunds are issued to your original payment method; store credit is issued as a Hunnyboots gift card. Please allow additional time for your bank or card issuer to post a refund to your account.

Warranty Periods

In addition to your rights under the ACL, we offer the following voluntary warranties:

  • Summer Boots — 3 months from delivery.
  • Winter Boots — 3 months from delivery.

These timeframes apply to manufacturing defects only and do not cover normal wear and tear or damage caused by use on unsuitable surfaces.

These warranties are in addition to, and do not limit, your consumer rights under Australian law.

International Customers

We ship globally and are proud to support sighthounds all over the world.

Please note:

  • The Australian Consumer Law (ACL) applies to products purchased by customers in Australia.
  • If you are purchasing from outside Australia, your rights and remedies will be subject to the consumer protection laws in your own country.
  • You may still be entitled to a refund, replacement, or repair if your item is faulty, depending on the laws that apply where you live.

We always aim to treat our international customers fairly, regardless of location. If you have received an item that is faulty or not as described, please contact us at support@hunnyboots.com and we will do our best to help.

The Returning Your Item and If Your Return Doesn’t Reach Us conditions above apply to international returns in the same way, including the requirement to use a tracked service.

Extended Returns for EU Customers

If you are a consumer located in the European Union, you may cancel or return your purchase within 90 days of receiving the final item in your order, without giving a reason. This extended period is offered by Hunnyboots as part of our customer satisfaction policy and is in addition to your statutory rights.

To request a return, please submit a request through your customer account or contact our support team. Once your return is approved you have 14 days to post the item back to us, in line with the Returning Your Item conditions above.

Return shipping costs are the responsibility of the customer. Items must be returned in their original condition. Refunds will be processed after the returned goods have been received and assessed.

Please contact us if you have any questions about whether your order qualifies.

How to Start a Return or Warranty Claim

Please visit our Returns and Refunds page to start a return.

Final Notes

  • Sale items: We do not accept returns for change of mind on sale items, however your ACL rights still apply if the item is faulty.
  • Gift cards: Gift cards are not refundable or redeemable for cash.