Return & Refund Policy
Last Updated: 28 September 2026
This Return & Refund Policy applies to orders placed with Hartley & Reeves for delivery within Australia.
At Hartley & Reeves, our goal is to provide a straightforward and transparent returns process. If your purchase does not meet your expectations, we offer a 30-day return window, beginning on the day your order is delivered.
Our 30-day voluntary return policy is in addition to any rights you may have under the Australian Consumer Law (ACL). Your statutory rights for faulty or non-compliant products are not limited to 30 days where the Australian Consumer Law provides a longer or different remedy.
Return Conditions
You may request a return within 30 days of receiving your order if:
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the product does not meet your expectations;
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you ordered the wrong size;
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the item does not fit;
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you would prefer a different colour;
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you have changed your mind; or
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the product arrived damaged, defective or incorrect.
For change-of-mind returns, including returns because of fit, size, colour or personal preference, the item must generally be:
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unused and unworn;
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in the same condition in which it was received;
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free from stains, odours, damage or signs of wear;
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with any original tags still attached; and
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returned in its original packaging where reasonably possible.
Non-Returnable Items
The following items cannot normally be returned under our voluntary change-of-mind policy:
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gift cards.
These exclusions do not affect any rights you may have under the Australian Consumer Law if a product is faulty, unsafe, incorrectly described or otherwise fails to meet an applicable consumer guarantee.
For products returned because of a fault, we will not require original packaging where doing so would improperly restrict your rights under the Australian Consumer Law.
Return Procedure
To request a return, please follow these steps:
1. Request
Email us at info@hartleyandreeves.com within 30 days of delivery and include your order number and reason for the return.
2. Return Instructions
Our customer service team will review your request and provide you with the applicable return instructions and return address.
3. Documentation
Where requested, complete the return form provided by our customer service team and include it with your return package.
4. Shipping
Send your return to the address provided by our customer service team.
We strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been processed.
5. Inspection and Processing
Once your return has been received, it will be inspected.
Where your return is approved, we aim to process your refund within 5 business days.
Return Shipping Costs
For voluntary returns due to:
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change of mind;
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incorrect size selection;
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fit;
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colour preference; or
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general dissatisfaction where the product itself is not faulty,
the customer is responsible for the cost of return shipping.
Return shipping costs for these voluntary returns are non-refundable.
Because the customer remains responsible for the return parcel until it reaches the designated return location, we strongly recommend using a tracked shipping service.
Faulty, Damaged or Incorrect Products
If you receive a product that is:
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damaged;
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defective;
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incorrect;
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materially different from its description; or
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otherwise fails to meet an applicable consumer guarantee,
please contact us before returning the product.
Where a product is confirmed to have a problem covered by applicable consumer law, Hartley & Reeves will reimburse reasonable return shipping costs where required.
Our customer service team will provide the relevant instructions and assist you with the return.
Return Address
Returns must only be sent to the return address provided by our customer service team after your return request has been reviewed.
Please do not send returns to our business address unless we specifically instruct you to do so.
Our business address is not necessarily the location where returns are processed.
Returns sent to an unauthorised address may result in delays and may not be accepted by the relevant fulfilment or return facility.
Please contact us first at:
so that we can provide the correct return instructions.
Refunds
Once your return has been received and inspected, we will notify you where appropriate regarding the outcome of your return.
Approved refunds will generally be processed within 5 business days after inspection.
Refunds will be issued to the original payment method used for the purchase.
After we process your refund, your bank, card provider or payment provider may require additional time before the funds appear in your account.
This processing time is outside our control.
Late or Missing Refunds
If you have not received your refund after we have confirmed that it was processed:
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Check your bank or payment account again.
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Contact your credit card company or payment provider.
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Contact your bank, as processing times may vary.
If you have completed these steps and still cannot locate your refund, please contact us at:
Partial Refunds or Refused Voluntary Returns
For voluntary change-of-mind returns, a refund may be reduced or refused where:
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the item has been worn or used;
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the product is damaged after delivery for reasons not caused by us;
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tags have been removed where they were originally supplied;
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parts or accessories are missing for reasons not caused by us;
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the item is not returned in substantially the same condition in which it was received; or
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the return is requested outside our 30-day voluntary return period.
These conditions do not restrict remedies available under the Australian Consumer Law where a product is faulty or otherwise fails to meet a consumer guarantee.
A business cannot use a store return policy to remove mandatory rights relating to faulty products.
Exchanges
The quickest way to obtain a different product, colour or size is generally to return your original item in accordance with this policy and place a new order for the item you would like.
If you need assistance with an exchange or return, please contact:
Where a product has a major problem under the Australian Consumer Law, you may have the right to choose between a refund and replacement rather than being required to place a new order.
Change-of-Mind Returns
Hartley & Reeves voluntarily allows eligible change-of-mind returns within 30 days of delivery.
Australian Consumer Law does not generally require businesses to provide a refund simply because a customer changes their mind. However, where a business offers a change-of-mind policy, the business must follow that policy.
Our 30-day voluntary return option therefore applies subject to the conditions set out in this policy.
Faulty or Defective Products
Products sold to Australian consumers come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies.
If a product has a major problem, you may be entitled to choose between a refund or replacement.
For a minor problem, we may be entitled to provide an appropriate remedy in accordance with Australian Consumer Law.
Examples of a major problem may include situations where a product:
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is unsafe;
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is significantly different from its description;
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has a serious problem that would have stopped a reasonable consumer from purchasing it had they known about it; or
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cannot be used for its normal purpose and cannot easily be fixed within a reasonable time.
Your rights for faulty products are not automatically limited to our 30-day voluntary return period.
Cancellation Policy
If you wish to cancel your order, please contact us as soon as possible after placing it.
We provide a one-hour cancellation window after order confirmation during which you may request cancellation.
To request cancellation, email:
and include your order number.
After this one-hour period, cancellation cannot be guaranteed because your order may already have entered processing or fulfilment.
If an order has already been processed or dispatched, you may need to wait until delivery and then request a return in accordance with this Return & Refund Policy.
Australian Consumer Law
Nothing in this Return & Refund Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or other applicable consumer protection legislation.
Consumer guarantees apply independently of our voluntary 30-day return policy.
Where your product does not meet a consumer guarantee, the remedy available will depend on the nature and seriousness of the problem.
Where mandatory consumer rights apply, those rights take precedence over any conflicting provision in this policy.
Contact Information
If you have questions regarding a return, refund or exchange, please contact us:
Store Name: Hartley & Reeves
Company Name: DailyproductsNL
Chamber of Commerce Number: 74056700
VAT Number: NL002398558B13
Business Address: Weegschaalstraat 3, 5632 CW Eindhoven, The Netherlands
Email: info@hartleyandreeves.com
Phone: +61 87 0945266
Customer Service Hours:
Monday to Friday: 09:00 – 18:00
Saturday: 09:00 – 18:00
Sunday: Closed
We aim to respond to customer enquiries within 24 hours.