Return & Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@hartley-lane.com.
If your return is accepted, we'll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged during return shipment.
You can always contact us for any return question at hello@hartley-lane.com.
Return Shipping & Fees
For returns due to change of mind or exchange requests, the customer is responsible for return shipping costs.
If the return is due to an error on our part, such as a manufacturing defect or damage in transit, we will provide a refund or replacement and cover the return shipping costs.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellations
Orders may be cancelled within 24 hours of being placed, provided the order has not yet entered processing. Once processing has begun, cancellations are no longer possible. You may still return the item after delivery in accordance with this policy.
Your Rights Under Australian Consumer Law
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.
A major failure occurs when the item:
- Has a problem that would have stopped you from buying it if you'd known about it
- Is unsafe
- Is significantly different from the sample or description
- Doesn't do what we said it would, or what you asked for
For major failures, you may choose between a refund, replacement, or repair. For minor failures, we may choose to repair the item, replace it, or provide a refund.
Our 30-day return policy outlined above is offered in addition to your statutory rights under Australian Consumer Law.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we've approved your return, please contact us at hello@hartley-lane.com.
Contact Information
Store name: Hartley Lane
Company name: TripleW Brands
Company Address: Bergweg 55, Veenendaal, Utrecht, 3904 HM, The Netherlands
Company nr.: 94371784
VAT: NL005078966B47
Phone: +31 970 102 57870
Email: hello@hartley-lane.com
Monday to Friday | 9:00am – 5:00pm (AEST)
We aim to respond to your inquiries within 24 hours.