REFUND & RETURN POLICY

Effective date: 3 October 2026

WE STAND BEHIND EVERY ORDER

At House Of Clogs Australia, customer satisfaction is at the core of everything we do. If something isn’t right with your order, we’re here to make it right — quickly and without hassle. Please read below to understand how our returns and refunds work.

All purchases made through houseofclogsaustralia.store are covered by the Australian Consumer Law (ACL), which provides you with certain rights that we fully honour.

CONSUMER GUARANTEES (ACL)

Under Australian Consumer Law, every product we sell comes with guarantees that cannot be waived or excluded. These include the right to:

• Receive goods that are of acceptable quality, fit for purpose, and match their description;
• A refund or replacement in the event of a major failure;
• Compensation for any reasonably foreseeable loss arising from a faulty product; and
• A repair or replacement where a failure does not qualify as major.

These rights exist independently of any other terms in this policy.

RETURNING A PURCHASE (CHANGE OF MIND)

We understand that sometimes a product just isn’t the right fit. We gladly accept change-of-mind returns provided the following conditions are met:

• The return is requested no later than 30 days from the date your order was delivered;
• The product is unworn, unused, and unaltered, and retains its original condition;
• All original packaging, tags, and accessories are included in the return; and
• The item has not been washed, damaged, or modified in any way.

Please note:

• Return shipping for change-of-mind requests is at the customer’s expense;
• We do not process direct exchanges — to receive a different product, return the original item and place a separate order; and
• Original shipping charges are non-refundable on change-of-mind returns.

FAULTY, DAMAGED OR MISDESCRIBED ITEMS

If you receive an item that is defective, arrives damaged, or does not match its description on our website, you are entitled to a remedy under the ACL.

We recommend contacting us as soon as reasonably possible after discovering the issue so we can resolve it promptly. Any timeframes mentioned in this policy do not limit or exclude rights you may have under the Australian Consumer Law.

Depending on the nature of the problem and your rights under the ACL, the appropriate remedy may include:

• A full refund to your original payment method;
• A replacement of the same item, subject to stock availability; or
• A repair, where that is the appropriate remedy.

For faulty or misdescribed items where we are responsible for the return under applicable law, we will cover reasonable return shipping costs or provide appropriate return instructions.

We may request photos of the item and its packaging to help assess the issue before issuing return instructions.

ITEMS THAT CANNOT BE RETURNED

The following are not eligible for a voluntary change-of-mind return unless the item is faulty, not as described, or you otherwise have a right to a remedy under Australian Consumer Law:

• Change-of-mind returns requested after the 30-day window has passed;
• Products that show signs of use, wear, or damage not caused in transit;
• Items missing their original packaging or any included accessories; or
• Products designated as final sale or non-returnable at the point of purchase.

Nothing in this section excludes or limits any rights or remedies available under the Australian Consumer Law.

HOW TO START A RETURN

1. Email support@houseofclogsaustralia.store with your order number, item(s) to be returned, and a brief explanation.
2. Our team will review your request and get back to you within 1–2 business days with instructions.
3. Do not send anything back before receiving our return instructions.
4. Once we receive and assess the returned item, we’ll confirm the outcome and process the applicable refund or other remedy.

IMPORTANT — RETURN DESTINATION

Orders may be fulfilled through different locations in our international fulfilment network.

The addresses listed below are fulfilment locations and are not automatically return addresses.

Please do not return a product to any fulfilment location without first contacting our customer support team.

The appropriate return destination may vary depending on the product, order, fulfilment location, and nature of the return. Our team will provide the correct return instructions and destination after reviewing your request.

REFUND TIMELINE

Once your returned item has been received and inspected:

• Approved refunds are generally processed within 3–5 business days;
• Your bank or payment provider may take a further 5–10 business days to reflect the credit; and
• Refunds are returned to the original payment method used at checkout unless otherwise required or agreed.

These processing estimates do not limit any rights or remedies available under Australian Consumer Law.

HAVEN’T RECEIVED YOUR REFUND?

If the expected timeframe has passed and your refund hasn’t arrived:

• Double-check your bank account or payment method statement;
• Reach out to your bank or card provider, as processing times vary; and
• If you’ve done both and still haven’t received it, contact us directly at support@houseofclogsaustralia.store.

ORDER CANCELLATIONS

Orders placed through House Of Clogs Australia enter processing automatically once submitted.

Because processing and fulfilment begin automatically, orders generally cannot be cancelled once they have been placed.

If you no longer want an order after it has been submitted, you may receive the order and request an eligible return within our 30-day return period in accordance with this policy.

Nothing in this section limits or excludes any rights or remedies available under the Australian Consumer Law.

INTERNATIONAL FULFILMENT

To provide reliable product availability and delivery, House Of Clogs Australia operates through an international fulfilment network.

We have a physical operation in the United States and fulfilment operations in Australia, the United States, and China.

Depending on product availability, inventory location, destination, logistics, carrier availability, and operational requirements, orders may therefore be processed or fulfilled from:

• Australia;
• Our physical operation and fulfilment location in the United States; or
• Our fulfilment location in China.

As a result, an order placed through our Australian website may be dispatched from an international fulfilment location.

The location from which an order is fulfilled does not affect the consumer guarantees or other rights available to Australian customers under the Australian Consumer Law.

CONTACT & FULFILMENT INFORMATION

House Of Clogs Australia

Email:
support@houseofclogsaustralia.store

Phone:
+61 2 9047 3816

Website:
houseofclogsaustralia.store

AUSTRALIA FULFILMENT LOCATION

182 Pitt St
Sydney NSW 2000
Australia

UNITED STATES PHYSICAL OPERATION AND FULFILMENT LOCATION

30 N Gould St, Ste N
Sheridan, WY 82801
United States

CHINA FULFILMENT LOCATION

Hangzhou Hengxin Technology Co., Ltd.
Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China

These locations form part of our fulfilment network and should not be used as return addresses unless our customer support team specifically instructs you to return your order to one of them.

For all returns, please contact:

support@houseofclogsaustralia.store