What Is Your Returns Policy for 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.
How do I return an item?
To arrange a return, fill in your details on the online returns form https://www.hempgallery.com/returns and we will be in touch with a return slip that you can use to return the items via your nearest Australia Post Office. Alternatively, fill in the returns form and reach out to arrange a time in store to return your product.
Please do take extra care to package your items up as safely as possible to ensure we receive them back in the required condition.
Once the goods are received and checked at the Hemp Gallery Australia warehouse, we will issue the refund within 1-4 days.
* If not returned within the specified time frame, Hemp Gallery Australia reserves the right to deduct the return shipping cost from the credited amount.
* 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 email@example.com 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.
Do I pay for return shipping?
When you send an item back to us (change of mind or faulty goods), we cover the costs of postage if in the specified time frame (14 days). Please see the Returns Policy for more information on time frames of eligibility.
If you do not have the original packaging, then it is the customer’s responsibility to package up the item safely to ensure no damage occurs in transit.
* Hemp Gallery Australia reserves the right to deny a refund or credit if the product is returned in poor condition/broken due to improper packaging for transit back to us, so please take extra care!
*Excludes International orders.
Have you received my returned item?
You will receive an email once your item has been received but please feel free to contact us if you have any concerns. Tracking is obtained on posting back to us, so we can be sure to know where you parcel is at all times.
When will my return be processed?
We will aim to process your exchange, credit note or refund within 1-4 working days of receiving the returned product. Once it has been processed you will receive an email notification. Please allow 2-5 working days for any refund(s) to show in your bank account.
*We do not offer any exchanges, credit notes or refunds on used, damaged or lost products.
What if the product breaks, is faulty, or is not what I ordered?
Oh no! In this case, we're happy to provide a refund, replacement or store credit (in the form of a gift card), including all postage costs. Please contact our customer service at firstname.lastname@example.org within 14 days of receiving your order, so that we can make the necessary arrangements.
* The quicker you can alert us of the problem, the more chance we have of still having the product in stock to enable an exchange. Otherwise a refund will be issued.