delivery & RETURNS
This policy applies to products purchased from the website hempgallery.com.au. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. All items on our website and in-store are considered ‘stocked’.
Shipping is currently only available within Australia (from hempgallery.com.au).
Delivery costs and times
DISPATCH TIME: 1-2 business days.
STANDARD DELIVERY - $9.95
Metro: 5 business days.
Regional: up to 8 business days.
EXPRESS DELIVERY – $14.95
Metro: Next business day delivery for orders dispatched before 12pm.
Regional: 1-2 business days as per Australia Post website.
Tracking for both standard and express delivery is available through Australian Post using the tracking number in your dispatch email.
FOR ORDERS OVER $100 - FREE DELIVERY
our returns policy
All returns and exchanges require proof of purchase (e.g. a receipt or credit card statement) and any refunds processed will be performed using the original method of payment. Shipping charges are non-refundable with the exception of damaged or defective merchandise.
change of mind?
If you receive a product from us that wasn’t quite right, we are happy for you to return it.
To be eligible for this, the product does need to be returned to us in its original condition and within 14 days of receiving it. There is an exception for International orders, so please see below.
Merchandise must not be worn/used, altered, washed or eaten.
Merchandise must have all tags attached and be returned in original packaging.
Hemp Gallery Australia reserves the right to deny a refund or credit if the goods are not returned in the specified condition.
Original shipping and handling charges are not refundable for change of mind.
We do not accept returns after 14 days unless goods are faulty, do not match the description, or do not perform their function.
If you purchased products at the markets or in our showroom, please feel free to bring it back to us in person for an exchange or return.
We will cover the cost of returning the item, but please take special care when packaging it up to be returned to ensure we receive it in the condition it was sent. We are also happy for you to return it to us in store, so please let us know if this is an option for you.
If at any point you would like to reach out to discuss a purchase, don’t hesitate to contact us. We’d love to hear from you and offer our advice.
Unfortunately we are unable to honour change of mind returns for International orders, but don’t hesitate to reach out if you have any queries regarding this.
DAMAGED OR FAULTY GOODS
We will accept returns for all faulty goods. 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 for 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.
In either case, goods must be returned via their channel of purchase. If purchased in store the goods must be returned to store, if purchased online goods must be returned via the online process.
Faulty Or Incorrect Deliveries
At Hemp Gallery, we take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online and delivered anywhere in Australia if they are faulty or the products delivered do not match your order. You will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
Get your return back to us in two easy steps!
Request A Return And Generate A Returns Authorisation Number.
Australian based customers can create a return request using our easy online returns system via the button below. All you need is your order number and email address with which you placed the order, which can be found in your order confirmation email.
Wrap Your Return And Send It Back To Us.
Print the returns receipt that we email you and insert it in your wrapped package and address the parcel to:
Hemp Gallery Warehouse
11a/16 Aquatic Drive
Frenchs Forest NSW 2086
Once you have packaged your return, simply drop it off at any Australian Post shop. We will give you an update once we have received your items in approx. 3-5 business days.
Please do take extra care to package your items up as safely as possible to ensure we receive them back in the required condition.
Returns will not be accepted without a returns form.
I received a gift from Hemp Gallery that I don’t completely love?
Awkward! But don’t worry, we’ve got your back.
An item that was received as a gift can be returned for a gift card to give you the flexibility of choosing something you really want. Please contact our customer service at firstname.lastname@example.org to arrange a gift card and be sure to include the order number (if you can find this out on the sly) or name of purchaser.
Refunds are not available for gift returns.
How Will I Be Refunded When I Return An Online Order?
Hemp Gallery Australia provides the following return options for faulty, incorrectly delivered products and to Australian customers where our change of mind policy applies:
Exchange for an alternative size / colour (subject to stock availability)
Refund to your account (e.g. credit card, PayPal etc.)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Hemp Gallery Australia. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.
How Long Will It Take To Get A Refund?
Once your goods have been received by Hemp Gallery Australia, please allow up to 30 days for your credit to be processed back to your account. You will receive an email confirming the credit and you may then log in and select to receive the funds as a store credit or a refund. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.
What Will Happen If I Return An Item Purchased With A Gift Voucher?
Any product purchased with a Gift Voucher that is found to be faulty or incorrectly delivered, or falling within our change of mind policy (for Australian customers only) and is returned for an exchange or refund, any money refunded will be credited to the original Gift Voucher.
Who Gets The Refund If I Return A Gift?
The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift.
If you have any questions please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 8:00am – 5.30pm; AEST (excluding public holidays in Sydney, Australia).
PHONE 02 9453 5242
PHONE 0435 543 674