Returns & Refunds Policy

Last updated 5th November, 2025

Who we are
Hive Health Hub & Dispensary | ACN 58 669 179 140
Email: hello@hivehealthhub.com.au

1) Your rights under the Australian Consumer Law (ACL)

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

These consumer guarantees apply in addition to any store policy or manufacturer’s warranty.

2) Change-of-mind returns

We do not offer refunds for change of mind.

3) Items that are faulty, damaged, or not as described

If your item has a problem under the ACL (e.g., not of acceptable quality, not as described or fit for purpose), contact us as soon as you notice the issue. Depending on whether the problem is major or minor, you’re entitled to a refund, replacement, or repair.

  • Original delivery fee: If a refund is issued for a faulty item, we also refund the original delivery charge where required.

4) Who pays return shipping?

  • If the item can be posted or is easy to return: You may be asked to return it to us; if we confirm a problem under the ACL, we reimburse your reasonable return costs (keep your postage receipt).

  • If there is no problem found: You may be asked to pay inspection/return costs, but only if we provided a reasonable estimate in advance. ABC

5) How to lodge a return or warranty request

  1. Email us at hello@hivehealthhub.com.au with:

    • Order number, photos/videos of the issue, and a brief description.

  2. Pack safely: Include all parts/accessories.

  3. Return / collection: We’ll confirm the next steps and, where applicable, supply a prepaid label or reimburse reasonable costs once the fault is confirmed.

6) Ceramics & handmade characteristics

Many of our ceramic pieces are handmade. Natural variations in glaze, colour, and minor surface texture are normal characteristics. We photograph and describe items carefully; a genuine defect (e.g., cracking not disclosed or structural fault) will be assessed under the ACL.

7) Refund method & timing

Approved refunds are processed to the original payment method.

8) Consumer assistance

If you believe your ACL rights have not been met, you can seek help from NSW Fair Trading or the ACCC.