Refund policy

Last updated: 12 July 2026

This policy explains HIBANA's voluntary 14-day change-of-mind return offer and your separate rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any right or remedy you may have under the ACL or any other law that cannot lawfully be excluded.

Faulty, damaged, unsafe or incorrect products

Please contact info@hibana.com.au as soon as practical with your order number and, where useful, photos or video. You do not lose your ACL rights merely because 14 days have passed or the product has been opened, installed or used.

If a product has a major failure, you may choose a refund or replacement. If the failure is minor, we may choose to repair the product within a reasonable time; if we cannot, you may be entitled to a replacement or refund. We will cover reasonable return costs where the product does not meet a consumer guarantee. We will not require you to deal only with the manufacturer.

14-day change-of-mind return

You may request a change-of-mind return within 14 days after delivery for products purchased directly from HIBANA. The product must be in like-new, resalable condition with all original packaging, accessories and documentation. Products damaged through installation, misuse, neglect or unauthorised modification are not eligible for a change-of-mind return.

Sale products are eligible unless the listing clearly states final sale. Final-sale status does not limit ACL rights for faulty, unsafe, incorrectly described or otherwise non-compliant goods. Gift cards and genuinely customised or special-order products are not eligible for change-of-mind returns.

Starting a return

  1. Email info@hibana.com.au with your order number and reason for return.
  2. Wait for return approval and packing instructions before sending the product.
  3. Send approved returns to the address in our instructions. Our returns address is 17 Phillipson Circuit, Mawson Lakes SA 5095, Australia.

For eligible domestic returns under our 14-day Satisfaction Guarantee, HIBANA provides a prepaid return label. For other discretionary change-of-mind returns, any return cost will be confirmed before you send the item. Unauthorised returns may be delayed or returned to sender.

Exchanges and refunds

Where an exchange is available, we will confirm stock before the return is sent. Otherwise, the quickest option may be a refund followed by a new order. Approved refunds are issued to the original payment method, normally within 10 business days after we receive and inspect the return. Your bank or payment provider may take additional time to post the funds.

Contact

Questions or return requests: info@hibana.com.au.