Returns & Exchanges

In line with Australian Consumer Law (ACL), the below outlines everything you need to know about returns, faults, sale periods and order processing.

We do our best to provide detailed product descriptions and imagery, but if you’re unsure about anything, don’t hesitate to reach out. We’re always happy to help with extra photos or guidance to make sure you feel confident before clicking “add to cart”.

To start a return, please click here.

SALE OR DISCOUNTED ITEMS

Orders placed with any discount code or during promotional sale periods are eligible for a store credit only, valid for 12 months. Note products marked as final sale are not eligible for returns.

🗓 You have 30 days

Returns must be lodged within 30 days of receiving your order. Once approved, items must be sent back within 7 days.

🔁 Free Returns (Optional at Checkout)

For Australia and New Zealand customers, we now offer 1 x FREE return per order if you select the “Free Returns” option at checkout (for a small fee), which entitles you to return your item to us without paying for shipping the returned item.

If you deselect the “Free Returns” option at checkout, you’ll be responsible for the cost of return shipping. 

Please note: This cannot be added to your order retrospectively.

If you choose to return your item for a new item (exchange) then you will be responsible for the shipping costs for the new item.

🔄 Exchanges

Orders placed during a sale period are not eligible for an exchange, only a store credit.

To start an exchange for your item click through to our returns portal here.  

Note: Any discount code used on your original order or bundle discounts cannot be applied again to your new exchange. 

You will be responsible for the shipping cost for the new item.

✅ Return Eligibility

• Items must be unused, in original condition and packaging
• Tags must be attached
• Items must be packed in the original box and plastic packaging (if applicable)
• Proof of purchase is required

Items not eligible:
- Personalised products
- Clearance/Final Sale/Seconds items
- Gift vouchers
- International orders outside AU/NZ/USA/Canada

FULL PRICE ITEMS

If you paid full price (no discount code), you may return your item for a refund (minus the shipping we paid to send it to you).

BUNDLES

Bundles are discounted sets and are not eligible for refunds. 

If returned, you’ll receive a store credit (no partial returns, all products).

GIFT WITH PURCHASE PROMOTIONS

If you receive a free gift with purchase product as a part of a promotion/discount/offer with your order, then the gift product item/s in your order will need to be returned in as-new condition for your order to qualify for a return. If the gift is not returned, then the rrp value of the product will be deducted from your eligible store credit amount.

FAULTY ITEMS

If you received your item and something isn’t quite right, please lodge a return for your item via our Returns Portal and include a description and photos, please then allow us 2 business days to review your request. We follow Australian Consumer Law and will offer a repair, replacement, store credit, or refund depending on the issue.

If you believe your item is faulty (not normal wear and tear or as a result of incorrect use) and you placed your order within the past 6 months, please email us at help@henlee.co with photos and a description of the faulty item. Please allow us 2 business days to review your email.

Items which have been damaged as a result of incorrect use, care or general wear are not considered to be faulty.

Any sensitivity to an item scent from new product manufacturing and packaging is considered normal, will dissipate with time, and does not constitute a product fault. 

CANCELLATIONS & ORDER CHANGES

Please check your order carefully. We are unable to make changes once your order has been placed.

Changes we can’t make after checkout:

• Shipping address
• Adding/removing items
• Colour changes
• Applying discount codes
• Full cancellations

A FEW FINAL NOTES

• Refunds are processed to the original payment method
• We recommend tracked postage for all returns
• Returns received outside the timeframe won’t be accepted
• Creases from folding (e.g. play mats, nappy caddy's) will ease over time and are not a manufacturing fault
• Please refer to our filling guide (if applicable), product descriptions and care instructions before use
• Using the product outside of its intended purpose or not following care info may lead to damage that isn’t covered by our policy
• General wear and tear over time is normal and not considered a fault

Colour Variations

Despite every effort to provide accurate images of the colour, there are a number of factors which may result in the images you see online varying from the colour in real life.

• Amount of natural light
• Editing techniques 
• Screen quality and resolution

We offer fabric swatches so you can view the colours in real life before purchasing. 

 

Have questions? Reach out to us at help@henlee.co 💌