Change of mind returns
We're happy to offer returns for change of mind within 30 days of receiving your item, provided the product is unopened, in its original packaging, and in the same condition you received it. You'll also need your receipt or proof of purchase. Change of mind returns are offered at our discretion and are separate from your rights under the Australian Consumer Law (see below).
To start a return, contact us at support@hicleanco.com.
If your return is accepted, we'll send you a return shipping label and instructions on how to send your package. Items sent back without first requesting a return will not be accepted.
Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded, including that they are of acceptable quality, fit for purpose, and match their description.
If your item has a major failure — for example, it's unsafe, significantly different from its description, or doesn't do what it's meant to do — you are entitled to choose a refund, replacement, or repair.
For a minor failure, we may choose to repair the item, provide a replacement, or offer a refund within a reasonable time.
These rights apply regardless of whether the product has been opened or used, and are not limited to the 30-day change of mind window. To make a claim, contact us at support@hicleanco.com with your receipt or proof of purchase, and we'll assess it in line with our obligations under the ACL.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you've received the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items (change of mind only)
For change of mind purposes, the following cannot be returned: perishable goods (such as food, flowers, or plants), custom or personalised products, personal care goods (such as beauty products), hazardous materials, flammable liquids or gases, sale items, gift cards, and any item that has been opened. These exclusions do not affect your rights under the Australian Consumer Law for faulty or misdescribed goods.
Exchanges
The fastest way to get what you want is to return your current item for a change-of-mind refund, then make a separate purchase for the new item.
Refunds
Once we've received and inspected your return, we'll let you know if it's approved. If approved, refunds are processed to your original payment method within 10 business days. Processing times may vary depending on your bank or card provider.
If more than 15 business days have passed since we approved your return, contact us at support@hicleanco.com.
