Refund policy

Hitch House Refund Policy

Change of Mind

We don’t offer refunds or exchanges for change of mind, including incorrect sizing. Please double-check all product details and our size guides before making your purchase.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described, you’re protected under Australian Consumer Law. You may be eligible for a refund, replacement, or repair.

To start a claim, please contact us within 7 days of receiving your order with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the fault or incorrect item

Email: support@hitchhouse.com.au
We’ll get back to you within 2 business days with next steps.

Sale & Custom Items

We do not accept returns or offer refunds on:

  • Sale or discounted items

  • Custom or personalised products (including engraved or made-to-order pieces)

Unless, of course, your item is faulty — in which case, we’ll make it right.

Return Shipping

If your return is due to a fault or error on our part, we’ll cover the return shipping or send you a prepaid return label.
If your return is approved for any other reason, return postage is at your expense.

Processing Time

Once your return is received and inspected, we’ll notify you of the outcome.
Approved refunds will be processed back to your original payment method within 5–10 business days.

Need Help?

Reach out anytime at support@hitchhouse.com.au — our team is here to help!

Hitch House Terms of Service

1. Overview

Welcome to Hitch House. These Terms of Service govern your use of our website, products, and services. By accessing or purchasing from hitchhouse.com.au, you agree to these Terms and our Privacy Policy.

2. Online Store Terms

  • You agree to provide accurate and up-to-date information at checkout.

  • Orders may be cancelled if we suspect fraud or unauthorised activity.

3. Product Information

We do our best to ensure all product descriptions, images, and pricing are accurate. However, we can’t guarantee that your device’s display of colours or materials perfectly reflects the actual product.
Prices are displayed in your local currency and automatically adjusted based on your location.

4. Orders & Payments

Once your order is placed, you’ll receive a confirmation email. Orders are usually processed within 2–4 business days (excluding weekends and public holidays).
We reserve the right to refuse or cancel an order for any reason, including stock availability or pricing errors.

5. Shipping

Delivery times are estimates only and may vary depending on your location and chosen carrier. We’re not responsible for delays caused by postal services, customs, or unforeseen circumstances once your parcel has left our hands.

6. Returns & Refunds

Our Refund Policy, found on our FAQ page, forms part of these Terms. By purchasing, you acknowledge and agree to that policy.

7. Intellectual Property

All content on hitchhouse.com.au, including text, images, graphics, logos, and designs, is the property of Hitch House and protected by copyright law. You may not reproduce or distribute our materials without permission.

8. User-Generated Content

If you tag us on social media or submit reviews, you grant us permission to repost or share that content on our website and social platforms (with credit).

9. Limitation of Liability

To the extent permitted by law, Hitch House is not liable for any indirect, incidental, or consequential damages arising from your use of our website or products.

10. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be handled by the courts of Queensland.

11. Contact Us

Questions about these Terms? Email us at support@hitchhouse.com.au