Refund policy
ONLINE PURCHASES — 14 DAY RETURNS
We love the products we offer, but, if something is not right for you and you changed your mind about your purchase, it may be returned unopened, unused or unworn and have packaging and tags intact within 14 days of receipt date. Once a product seal has been broken, even if not used, due to the highly intimate nature of our products, we are unable to accept returns. We hope you understand that this is in everybody's best interest, and our priority is to keep you, our customers, and our Hall of Harper Team safe.
- We cannot accept returns without proof of purchase.
- We cannot accept returns on items that have been opened.
- We cannot accept returns on pleasure object items that do not include sealed packaging (unless they are faulty in which case, faulty toys are covered by each brand's manufacturers warranty, please find the faulty toy policy and process here.)
- Opened pleasure objects that are malfunctioning may only be returned under manufacturer’s warranty policies.
- Shipping charges will only be refunded in cases where our error caused the return.
- Hall of Harper must preauthorise all returns; any non-authorised returns will be refused.
IN STORE PURCHASES — 14 DAY EXCHANGE
In-store purchases fall under our in-store returns policy. We offer instant exchanges in-store, allowing you to swap your item on the spot, subject to availability and provided they meet the conditions of the return policy as listed below. Full-priced and sale items are eligible for exchange only within 14 days of purchase.
ONLINE & IN STORE | NON-RETURNABLE
- Underwear garments - All underwear is considered final sale and cannot be returned for hygiene reasons.
- “Underwear garments” refers to any items worn directly against the genital area, including but not limited to briefs, panties, thongs, g-strings, and similar bottom undergarments. For hygiene reasons, these items are non-returnable and non-refundable, even when sold as part of a lingerie set.
- Other components of the set (such as bras, tops, or accessories) are eligible for return in accordance with our standard return policy.
- Lingerie – not in their original condition, or with components missing (such as detachable pendants, straps, harnesses or chains)
- Please note: As lingerie are intimate garments, if your items are soiled (make-up, fake tan, deodorant or personal stains), we will deem these as unacceptable for return and will post these items back to you.
- Hosiery – where one or both hygiene seals have been opened
- Bondage items – not in their original condition, or with components missing (such as handcuff links or collar chain)
- Candles, oils and lubricants – if packaging has been opened, or the item has been damaged through personal use.
- Toys – where one or both hygiene seals have been opened. Faulty toys are covered by each brand's manufacturers warranty, please find the faulty toy policy here.
- Duties & Taxes as well as any associated shipping costs. These cannot be refunded by Hall of Harper once your order is sent.
- Duties and VAT are collected on behalf of the Government therefore it is the Government who would give a refund, if applicable.
- Countries tend to have some system refunding Duties and /or VAT but the customer needs to go through the appropriate government agency (usually Customs) and provide the requisite documents.
To return a product to us, please ensure your return meets the above requirements then email us at hello@hallofharper.com
In your e-mail, please include the following information:
- Your order number or receipt
- The item you would like to return
- The reason for the return
- If the item is opened or unopened
Unauthorised returns will not be eligible for a refund or on-line credit. Any item returned after 14 days of receipt is not eligible for a refund or credit.
Once we’ve received your return, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our team, we will then initiate a refund to your original payment method or provide you with an on-line credit via e-mail. Hall of Harper is not responsible for items damaged or lost in transit.
Please note that we cannot offer exchanges.
Do you pay for return shipping?
Hall of Harper will not refund the cost of shipping fees on your original order, except in the case of faulty or damaged items or if Hall of Harper shipped you the wrong item.
When can I expect my refund?
We process returns as quickly as possible from receiving your returned package and inspecting the condition of merchandise. You will receive an e-mail notification letting you know your refund has been processed.
Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
What if my product is defective?
Each brand offers their own manufacturer’s warranty which covers defective products. As each brand has their own implied warranties coverage policies, we recommend contacting the brand directly to review warranty qualifications and terms such as years of coverage, preregistration, proof of payment, usage guidelines and replacement process. If you need any help with this please get in contact with us at hello@hallofharper.com
Product care void warranty
Hall of Harper presents recommendations on product usage, attributes, cleaning and compatibilities, however is not responsible for unreasonable or misuse by customers and disclaims any implied warranty that the products will be merchantable or fit for any particular purpose.
What happens if my parcel does not arrive at all or is later than expected?
We use Australia Post to deliver Australia wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team. Please update us with the enquiry as there are times where we may need to follow up and request final outcomes in order to assist you!
We understand how frustrating it can be when a delivery is not as smooth as hoped and of course we will look to resolve on our end as soon as possible. Please bear in mind, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in most instances.
Please note that Hall of Harper is not liable if your parcel has not been received after Australia Post confirms delivery. If Australia Post does not deliver to the time frames they state and your order is later than expected, we cannot be held liable for any damages including discounts on an order. You can lodge a formal complaint, as the owner of the parcel with Australia Post.