Return & Refund Policy

Last Updated: 31 July 2026

 

This Return and Refund Policy applies to orders delivered within Australia.

 

At Hailey Bell, we want customers to be satisfied with their purchases. We offer a voluntary 30-day return period for eligible change-of-mind returns, starting from the date the order is delivered.

 

This voluntary return period applies in addition to your rights under the Australian Consumer Law. Statutory rights relating to faulty, damaged, unsafe, incorrectly supplied or misdescribed products are not limited to 30 days and cannot be excluded by this policy. Australian consumer guarantees may continue for a reasonable period depending on the product and circumstances.

 

Change-of-Mind Returns

 

You may request a return within 30 days of delivery where:

 

• the item does not fit;
• you selected the wrong size or colour;
• the item does not meet your personal expectations; or
• you have otherwise changed your mind.

 

To qualify for a voluntary change-of-mind return, the item must:

 

• be unworn, unused and unwashed;
• be in its original condition;
• have all original tags and hygiene seals attached, where applicable;
• be returned in its original packaging where reasonably possible; and
• show no signs of wear, washing, perfume, deodorant, make-up, stains, damage or alteration.

 

We reserve the right to refuse a voluntary change-of-mind return where these conditions have not been met.

 

Australian businesses are generally not required to offer a refund or exchange solely because a customer changed their mind. Our 30-day change-of-mind policy is therefore a voluntary benefit offered by Hailey Bell.

 

Faulty, Damaged or Incorrect Products

 

Please contact us when your product:

 

• arrives damaged;
• has a manufacturing fault;
• is unsafe;
• is materially different from its description or product images;
• is not fit for a disclosed purpose;
• does not match the size, colour or product ordered; or
• otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

 

Please contact us as soon as reasonably possible after discovering the problem. Include your order number, a description of the issue and clear photographs or videos where these can reasonably demonstrate the problem.

 

Requiring photographs does not remove your statutory rights. We may request reasonable evidence to assess the issue, but we will not require original packaging where a product is faulty and the packaging is no longer available. The ACCC has specifically identified blanket requirements for original packaging and strict return deadlines for faulty goods as potentially misleading.

 

Major and Minor Problems

 

The remedy available under the Australian Consumer Law depends on whether the product has a major or minor problem.

 

A problem may be major when, for example:

 

• a reasonable customer would not have purchased the product had they known about the problem;
• the product is substantially unfit for its normal purpose and cannot easily be fixed;
• the product is substantially unfit for a purpose disclosed before purchase and cannot easily be fixed;
• the product is significantly different from its description, sample or demonstration model; or
• the product is unsafe.

 

For a major problem, you may generally choose between:

 

• rejecting the product and receiving a refund;
• rejecting the product and receiving a replacement of a similar type and value; or
• keeping the product and seeking compensation for the reduction in value, where applicable.

 

For a minor problem, we may choose to provide an appropriate remedy within a reasonable time, such as a repair or replacement. If the problem cannot be resolved within a reasonable time, further remedies may become available.

 

The available remedy depends on the circumstances and the Australian Consumer Law.

 

Non-Returnable Change-of-Mind Items

 

The following items cannot normally be returned solely because of a change of mind:

 

• gift cards;
• earrings or pierced jewellery;
• underwear, lingerie and bodysuits where the hygiene seal has been removed;
• swimwear where the hygiene strip has been removed;
• cosmetics or personal-care products that have been opened;
• items marked as final sale, where clearly disclosed before purchase; and
• customised or personalised items.

 

These exclusions do not apply where an item is faulty, unsafe, incorrectly supplied, misdescribed or otherwise fails to meet a consumer guarantee. Sale items remain covered by the Australian Consumer Law.

 

Return Procedure

 

To start a return, email:

 

info@byhaileybell.com

 

Please include:

 

• your full name;
• your order number;
• the product you wish to return;
• the reason for the return; and
• photographs or videos where the product is faulty, damaged or incorrect.

 

Our customer service team will review your request and provide:

 

• return instructions;
• the correct return address;
• a return form or reference number, where required; and
• information about any applicable return-shipping costs.

 

Do not return an item to the business address shown on our website unless our customer service team has specifically instructed you to do so.

 

Unauthorised returns or returns sent to an incorrect address may experience delays. However, this does not remove any non-excludable right available under the Australian Consumer Law.

 

Return Address

 

Returns must be sent to the return location provided by our customer service team after your request has been approved.

 

Depending on the product and fulfilment route, this may be a designated return facility rather than our registered business address.

 

We will provide the return country and full address before you are asked to send the product. Customers will not be required to return an item without first being told where it must be sent.

 

Return Shipping Costs

 

Change-of-mind returns

 

For voluntary change-of-mind returns, the customer is responsible for the return-shipping costs.

 

Original shipping charges are non-refundable for change-of-mind returns, except where free shipping was provided or where applicable law requires otherwise.

 

We recommend using a tracked postal service and keeping the shipping receipt until the return has been completed. Hailey Bell is not responsible for a voluntary return that is lost before reaching the designated return facility.

 

Faulty, damaged or incorrectly supplied products

 

Where a product fails to meet a consumer guarantee, Hailey Bell will cover reasonable return-shipping costs where the product needs to be returned.

 

Depending on the circumstances, we may:

 

• provide a prepaid return label;
• arrange collection;
• reimburse reasonable return-postage costs upon receipt of evidence; or
• advise that returning the item is unnecessary.

 

Customers should contact us before paying return-postage costs for a faulty or incorrect product so that we can provide appropriate instructions.

 

Businesses must not misleadingly require customers to pay return-delivery costs where goods fail to meet consumer guarantees.

 

Inspection of Returns

 

Once a returned item arrives, we will inspect it to confirm:

 

• the identity of the product;
• its condition;
• whether the return requirements have been met; and
• whether the reported fault or issue is present.

 

For change-of-mind returns, we may refuse the return or reasonably reduce the refund where the product has been worn, washed, damaged, altered or handled beyond what is reasonably necessary to inspect it.

 

We will not reduce or refuse a statutory remedy simply because:

 

• the original packaging is missing;
• the item was purchased during a sale;
• the manufacturer’s warranty has expired; or
• the voluntary 30-day return period has ended.

 

Refunds

 

Once an approved return has been received and inspected, we aim to process the refund within 5 business days.

 

Refunds will generally be issued to the original payment method used for the purchase.

 

After we process the refund, your bank, card provider or payment provider may require additional time to credit the funds to your account. These external processing times are outside our direct control.

 

Where a refund is required because of a major failure under the Australian Consumer Law, the refund will be for the amount paid for the affected product and will not be replaced with store credit unless you agree. A full refund is generally required for a product with a major problem.

 

Late or Missing Refunds

 

When you have received confirmation that a refund was processed but cannot see it in your account:

 

1. check the original payment account;
2. contact your bank, credit-card provider or payment provider;
3. allow for the provider’s stated processing period; and
4. contact us at info@byhaileybell.com if the refund is still missing.

 

Please include your order number and refund confirmation when contacting us.

 

Partial Refunds

 

For voluntary change-of-mind returns, a partial refund may apply where:

 

• the product has been handled beyond what is reasonably necessary to inspect it;
• the product is not in its original condition;
• components or accessories are missing;
• the item has been worn, washed, altered or damaged after delivery; or
• the product’s value has been reduced through customer handling.

 

We will explain any proposed deduction and the reason for it.

 

Partial refunds will not be used to reduce a remedy that a customer is legally entitled to receive under the Australian Consumer Law.

 

Exchanges

 

For a change-of-mind size or colour exchange, the quickest process is normally to:

 

1. return the original item in accordance with this policy;
2. receive the applicable refund; and
3. place a new order for the preferred size, colour or product.

 

This helps avoid the replacement item selling out while the return is in transit.

 

Where the original product is faulty, damaged or incorrectly supplied, contact us before placing a new order. We will provide an appropriate remedy in accordance with the Australian Consumer Law.

 

Order Cancellations

 

To request cancellation, email info@byhaileybell.com as soon as possible and include your order number.

 

We allow cancellation requests within one hour of order confirmation, but cancellation cannot be guaranteed because processing may begin immediately.

 

Before processing or dispatch

 

Where the order has not yet entered fulfillment, we will make reasonable efforts to cancel it and refund the payment.

 

After processing or dispatch

 

Where cancellation is no longer possible, you may need to wait until the order has been delivered and then request a return under this policy.

 

Nothing in this section limits your rights where:

 

• we cannot supply the ordered product;
• the order is not delivered within an agreed or reasonable period;
• the product is faulty or misdescribed; or
• another right to cancel exists under applicable law.

 

Gifts

 

Where an item was marked as a gift and sent directly to the recipient, an approved voluntary return may be issued as store credit where agreed.

 

Where the product fails to meet a consumer guarantee, the statutory remedy will be handled in accordance with the Australian Consumer Law and will not automatically be limited to store credit.

 

Proof of Purchase

 

We may request reasonable proof that the product was purchased from Hailey Bell, such as:

 

• an order-confirmation email;
• an order number;
• a payment record;
• a delivery confirmation; or
• another record that reasonably demonstrates the purchase.

 

A traditional paper receipt is not the only acceptable form of proof of purchase.

 

Australian Consumer Law

 

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

 

Nothing in this Return and Refund Policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot legally be excluded.

 

The voluntary 30-day return period applies to change-of-mind returns only. It does not replace or shorten the period during which a customer may be entitled to a remedy for faulty or non-compliant goods.

 

Where this policy conflicts with a mandatory consumer right, the mandatory consumer right will prevail.

 

Contact Information

 

Questions about returns, exchanges, cancellations or refunds may be sent to:

 

Store Name: Hailey Bell
Company Name: DailyproductsNL
Business Registration Number: 74056700
VAT Identification Number: NL002398558B13
Email: info@byhaileybell.com
Phone: +61 3 9021 2434
Business Address: Weegschaalstraat 3, 5632 CW Eindhoven, the Netherlands

 

Customer Service Hours:
Monday to Friday: 9:00 AM–6:00 PM AEST/AEDT
Saturday: 9:00 AM–6:00 PM AEST/AEDT
Sunday: Closed

 

We aim to respond to customer enquiries within 24 hours during our customer service days.