Refund policy

Last Updated: March 18, 2026

At Hainst, we are committed to providing you with quality products and a seamless shopping experience. Your satisfaction is our priority, and this policy outlines our procedures for returns and refunds, in full compliance with the Australian Consumer Law (ACL). We exclusively serve customers within Australia.

1. Return Period

You have a period of 30 calendar days from the date your order was delivered to initiate a return request for change of mind. For items with a major fault or defect, your rights under Australian Consumer Law apply beyond this period.

2. Overview of Fees

To ensure complete transparency, please find a summary of potential fees related to returns:

3. Eligibility for Returns

For a return to be eligible under our change-of-mind policy, items must meet the following conditions:

• The item must be unused, unwashed, and in its original condition.
• All original tags, labels, and packaging must be intact and undamaged.
• Proof of purchase (your order number or receipt) must be provided.

Non-returnable items include:

• Items marked as "Final Sale" at the time of purchase.
• Perishable goods, intimate apparel, or hygiene-sensitive products (e.g., earrings, swimwear, if applicable) for health and safety reasons.
• Items that have been used, altered, or damaged by the customer.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, Hainst will arrange a replacement or full refund at no additional cost to you. In most cases, you do not need to return the faulty item.

5. How to Initiate a Return (Change of Mind)

To ensure a smooth return process for change-of-mind items, please follow these steps:

1. Contact Us First: Do not send items back without prior authorisation. Email us at customercare@hainst.com with your order number and reason for return.
2. Receive Instructions: Our customer service team will respond within 1 business day with specific return instructions and the correct Australian return address.
3. Ship Item: Securely package the item and ship it to the provided Australian return address. We recommend using a trackable shipping method as Hainst is not responsible for items lost or damaged in return transit.

6. Australian Return Address

All approved returns for Hainst must be sent to our dedicated Australian facility:

Hainst Returns
19-39 Studley Court, Derrimut VIC 3026, Melbourne

Important Note: Our administrative office is located in Stockholm, Sweden. Please do not send any returns to the Swedish address. Returns sent to the incorrect address cannot be processed or refunded.

7. Refunds Processing

Once your returned item is received and inspected at our Melbourne facility (typically within 3 business days of arrival), we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed within 7 business days and applied to your original method of payment.

No Restocking Fees: We do not charge any restocking fees. You will receive a full refund of the product purchase price. Please note that processing times may vary depending on your bank or payment provider.

8. Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return & Refund Policy limits or excludes your rights under the Australian Consumer Law.

9. Contact & Business Information

For any questions or concerns regarding our Return & Refund Policy, please contact us:

Do you have questions about your order?
Email: customercare@hainst.com
Phone: +61489995817
Response time: Within 24 hours
Return Address: 19-39 Studley Court, Derrimut VIC 3026, Melbourne

Trading Name: Hainst
Legal Entity: Shelfpark Limited
Company number: 76296164
Correspondence Address:
Kungsholmsgatan 10, 112 27 Stockholm, Sweden
(Please do not send returns to this address)

We sell exclusively to consumers in Australia; accordingly, our contracts are governed by Australian consumer law.

Monday - Friday / 9:00 AM - 6:00 PM (GMT+11 / Sydney)