Refund policy

OUR PRODUCT ASSURANCE

Returns, replacements and size assurance

Every Harborborne item is produced especially for you after your order is placed. This enables us to offer original designs without holding unnecessary inventory or creating excess stock. It also means that returns work differently from traditional retail.

Our aim is simple: if something genuinely is not right, we will listen carefully, review your request fairly and provide the appropriate assistance.

If you have a question before or after ordering, please contact us at info@harborborne.com. We are always happy to help.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under applicable consumer law.

1. Understanding this policy

By placing an order with Harborborne, you acknowledge this Product Assurance, together with our Shipping Policy and Terms of Service.

For this policy:

• Acting reasonably means assessing a request consistently using the available photographs, order details, delivery records, production standards, purchase history and applicable law.
• Delivered means the date on which the carrier records the parcel as delivered to the delivery address supplied with the order.
• Made to order means production begins specifically in response to an accepted customer order.
• Customer or household may include reasonably connected orders using related names, addresses, payment details or purchasing patterns.

These definitions do not reduce any rights available under applicable consumer law.

2. Faults, damage and material misprints

We take great care with every order, but occasional production or delivery problems can occur.

Please contact us as soon as reasonably possible after discovering an issue if your item arrives with:

• incorrect or missing artwork;
• a material print-alignment problem;
• a manufacturing defect;
• material damage during transit;
• the wrong design or product; or
• another substantial issue that was present when the item was delivered.

To help us review the issue promptly, please provide:

• your Harborborne order number;
• a clear photograph of the complete item;
• close-up photographs showing the issue; and
• photographs of the packaging where damage during delivery may be relevant.

Each request will be assessed reasonably. Depending on the nature of the issue and applicable law, an appropriate remedy may include repair, replacement, refund or another suitable resolution.

For a minor problem that can be remedied, Harborborne may choose the appropriate remedy where permitted by law. For a major failure, the customer’s statutory rights will apply. No voluntary timeframe in this policy limits any right available under applicable consumer law.

3. What is not normally considered a product fault

Unless applicable consumer law provides otherwise, a product fault does not normally include:

• ordinary wear and tear;
• damage arising after delivery through misuse, accident or improper storage;
• failure to follow the supplied care instructions;
• damage caused by unsuitable washing, drying or cleaning;
• minor differences in colour caused by screens, lighting or production processes;
• minor variations in print position, scale or alignment within reasonable production tolerances;
• a fit preference where the ordered size was correctly produced and supplied; or
• an incorrect product, size, colour, address or other option selected by the customer.

We will distinguish genuine production faults from wear, care issues and personal preferences by acting reasonably and consistently.

4. Incorrect item supplied

If the product, design, colour or size delivered is different from your order confirmation because of a fulfilment error, please contact us as soon as reasonably possible after discovering the issue.

Please include:

• your order number;
• a photograph of the complete item received; and
• a photograph of the product label or packaging, where available.

We will assess the request and provide the appropriate remedy in accordance with this policy and applicable consumer law. No voluntary timeframe in this policy limits any right available under applicable consumer law.

5. Apparel Size Assurance

We understand that choosing clothing sizes online can be difficult. Eligible Harborborne T-shirts and hoodies therefore include a limited complimentary size replacement.

Subject to this policy:

• one apparel item may receive one complimentary size replacement;
• the replacement is limited to one size larger or one size smaller than the original size;
• the replacement must be the same product, design and colour;
• product, colour and design changes are not included;
• if an order contains several apparel items, only one item is eligible;
• the requested replacement size must be available; and
• the request must be received within 30 days of delivery.

Please provide:

• your order number;
• the size received;
• whether the item feels too large or too small; and
• the replacement size requested.

Customers considering a multi-item order are encouraged to order one item first to confirm the preferred fit.

The Apparel Size Assurance is a voluntary Harborborne benefit. It does not limit remedies available for products that fail to meet a statutory consumer guarantee.

6. Footwear Size Assurance

Eligible Harborborne footwear includes a limited complimentary size replacement.

Subject to this policy:

• one pair may receive one complimentary size replacement;
• the replacement is limited to an available size within two size steps of the original size;
• the replacement must be the same footwear style, design and colour;
• product, style, colour and design changes are not included;
• if an order contains several pairs, only one pair is eligible;
• the requested size must be available; and
• the request must be received within 30 days of delivery.

Please provide:

• your order number;
• the size received;
• whether the footwear feels too large or too small; and
• the requested replacement size.

Size-preference refunds are not normally available under this voluntary assurance. If no suitable replacement size is available, Harborborne may review the circumstances and offer an alternative resolution at its discretion.

This does not limit remedies available where the footwear is faulty, materially different from its description or otherwise fails to meet a statutory consumer guarantee.

7. Fair-use limits for size replacements

To keep complimentary size replacements fair and sustainable:

• size replacements are limited to one item per customer or household within any 60-day period;
• the limit applies across related orders and delivery addresses;
• customer-level limits take priority over per-order eligibility;
• the assurance applies only to ordinary consumer purchases; and
• bulk, wholesale and commercial purchases are excluded.

Harborborne may reasonably consider order frequency, order size, related delivery addresses, payment details and purchasing patterns when applying these limits.

We may decline repeated, duplicate or unverifiable requests, or patterns that reasonably appear designed to avoid the limits of the assurance.

Any decision under this section will not restrict rights that cannot be excluded under applicable consumer law.

8. Replacement conditions and costs

An approved replacement will be produced and shipped without an additional product or standard shipping charge.

Unless Harborborne advises otherwise, a voluntary size-assurance replacement will be sent to the delivery address used for the original order.

A request to change the replacement address may be approved where the new address can be reasonably verified. We may decline an address change that appears to transfer the replacement to an unrelated person or creates an unreasonable delivery risk.

Customs duties, taxes and import charges imposed by local authorities remain the recipient’s responsibility unless applicable law requires otherwise.

Replacements and refunds are available only to the original purchaser and are not transferable.

9. Change of mind and ordering errors

Because Harborborne products are made to order, we do not offer returns, refunds or replacements simply because:

• the customer changes their mind;
• the item is no longer wanted;
• a different design, colour or style is preferred;
• an incorrect address or product option was entered;
• the customer selected the wrong product, model, colour, design or variant; or
• the item was correctly supplied but does not match a personal preference.

Eligible apparel and footwear sizing requests remain covered by Sections 5 and 6.

Please review all product selections, size-guide measurements and delivery details carefully before completing checkout.

Where a customer believes that an item is faulty or materially different from its description, the request will be assessed under Sections 2–4 and applicable consumer law—not as a change-of-mind request.

10. Cancellations and order changes

We understand that plans can change. However, production may begin shortly after an order is placed.

Cancellation or changes to an address, product, size, colour, design or other specification cannot be guaranteed after production has begun.

Please contact info@harborborne.com as soon as possible if a correction is needed. We will assist where reasonably possible, but we cannot promise that an order can be stopped or altered once it has entered production or fulfilment.

A cancellation or amendment is effective only when confirmed by Harborborne in writing.

This does not affect any cancellation right that cannot lawfully be excluded.

11. Sale and promotional items

Sale, discounted and promotional items are not eligible for a change-of-mind return merely because they were purchased at a reduced price.

They remain covered by:

• applicable consumer guarantees;
• verified fault, damage and fulfilment-error protections; and
• Harborborne’s Size Assurance where the product otherwise meets the eligibility conditions.

12. Delivery Assurance

Delivery timeframes are estimates unless Harborborne expressly confirms otherwise. Delivery may be affected by carrier delays, customs processing, seasonal demand, weather, industrial action and other events outside Harborborne’s reasonable control.

An order not delivered within 60 days of the order date may be submitted for review.

The voluntary Delivery Assurance does not normally apply where:

• an incorrect or incomplete address was supplied;
• the customer did not collect the parcel;
• delivery could not be completed because the recipient was unavailable;
• a business address was closed or inaccessible;
• the carrier records the parcel as delivered to the supplied address;
• the parcel was refused;
• the parcel was returned to sender; or
• delivery was affected by circumstances outside normal carrier operations.

If 60 days have passed and your parcel has not arrived, please email info@harborborne.com with your order number.

We will review the tracking information and, where appropriate, contact the carrier. Depending on the verified circumstances and applicable law, Harborborne may offer a replacement, refund or another reasonable resolution.

The 60-day period does not replace or shorten any statutory right.

13. Parcels recorded as delivered

When the carrier records a parcel as delivered to the address supplied at checkout, we may ask the customer to:

• check around the delivery location;
• ask other household members or neighbours;
• contact the building manager, reception or mailroom;
• confirm the supplied delivery address; and
• assist with a carrier investigation.

Carrier confirmation will be considered as evidence of delivery, but we will assess the available circumstances reasonably.

Harborborne is not normally responsible for theft, loss or damage occurring after correctly completed delivery. Any voluntary assistance offered after confirmed delivery does not create an ongoing obligation for future cases.

This section does not exclude liability or remedies that cannot lawfully be excluded.

14. Returns and return addresses

Please do not return an item before receiving written instructions from Harborborne.

The sender or return-to-sender address printed on a parcel may belong to a production partner or carrier facility. It is not necessarily an approved customer-return address and may be unable to receive or process returns.

If a return is required, Harborborne will provide:

• written return approval;
• the approved return destination;
• any required return reference; and
• reasonable packing or shipping instructions.

A parcel sent without approval or to an unapproved address may be delayed, refused, lost or destroyed and may not qualify for a voluntary refund.

Where a return relates only to a voluntary or discretionary resolution, the customer may be responsible for return postage and original shipping charges.

Where consumer law requires Harborborne to bear reasonable return or collection costs, those legal requirements will apply.

15. Refunds

Refund requests are assessed according to:

• the nature of the issue;
• the available evidence;
• the order and delivery records;
• eligibility under this policy; and
• applicable consumer law.

Refunds are not automatic merely because a request has been submitted. This does not affect a customer’s right to a refund where one is required by law.

If a refund is approved:

• we will notify the customer;
• it will be issued to the original payment method;
• Harborborne will normally process it within 10 business days; and
• the bank or payment provider may require additional processing time.

Where an approved refund requires the item to be returned:

• the item should be kept in its current condition;
• Harborborne will provide the approved return instructions;
• the refund may be processed after the item is received and inspected; and
• return and original shipping costs will be handled in accordance with the reason for return and applicable law.

If more than 15 business days have passed since Harborborne confirmed that a refund was issued, please contact info@harborborne.com.

16. International and European customers

Customers outside Australia may have additional mandatory rights under the laws applying to their purchase. Nothing in this policy excludes a right that cannot lawfully be excluded.

For customers in the European Union or European Economic Area, a statutory withdrawal exception may apply to goods that legally qualify as being made to the consumer’s specifications or clearly personalised.

The exception will be relied upon only where the particular product and transaction satisfy the applicable legal requirements. Merely producing an item after an order is placed does not, by itself, determine whether the exception applies.

This does not affect statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods. The relevant EU definition covers non-prefabricated goods made on the basis of the consumer’s individual choice or decision. EU Consumer Rights Directive.

17. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This Product Assurance operates in addition to, and does not limit, any rights or remedies available under the Australian Consumer Law or another applicable consumer-protection law.

18. How to request assistance

Please email info@harborborne.com and include:

• your order number;
• a concise explanation of the issue;
• the requested outcome;
• clear photographs where relevant; and
• any other information reasonably needed to verify the request.

We will review every request individually and courteously. Providing complete information will help us respond more efficiently.

Harborborne — Built to Endure.