Returns & Exchanges

At HiCraft, our motto is ‘Making it easier.’ We understand that there may come a time where you need to return a purchase from us and we want to make the returns process as simple and easy as possible for you. You can return your purchase for an exchange, full refund or store credit provided a ‘Request for Return’ is made within 14 days of receipt of items. Your items must be unused, in original condition with all tags attached and returned in the original packaging.

Please also note that no cancellations or returns are allowed on any orders for any items directly related to COVID-19 Infection Prevention (such as Hand Sanitiser, Wipes, Disinfectants, Toilet Tissue, Hand Towels, Respirators, Face Masks, Disposable Gloves, Disposable Overalls etc) and First Aid products. Should orders be rejected at time of delivery, where items supplied are not faulty or incorrectly supplied, the cost of return freight and a re-stocking charge will be applied in cases where a refund is considered appropriate.

To return your purchase, please follow the steps below:

1. Email returns@hicraftgroup.com with you order number and the items you would like to return and we will provide you with a return authorisation.

2. Re-package the item/s so that it is in the same condition as you received it and include a printed copy of your return authorisation (if the RA is not included with the goods, we are unable to process your return).

3. If the item is defective or damaged in shipping, we will organise the return shipping. In all other cases, the buyer is responsible for return shipping and may ship back the item using the carrier of his/her choice.

4. All return recipients will receive an email confirmation for their records.

Restocking Fee

If the item is marked as ‘IN STOCK’ on the website, there will not be any restocking fee charged. If your item is not a stocked item and is required to be ordered specially from the supplier there will be a 20% or $15 minimum restocking fee. These items will generally be marked as ‘Product Shipped in x-x Days’ on the website

Refunds

We will provide you with a full refund within 7 business days of receiving the returned item/s. Your refund will be issued through the same payment method used to make the original purchase, excluding the initial shipping cost.

Exchanges

If you would like to exchange your goods, we recommend placing a new order for the exchange product at the same time as returning your original items for refund to avoid delays or exchange items selling out. We also offer store credit which can be applied to your account. Please let us know this when you request a return.

Clearance Items

Please note any items marked as ‘CLEARANCE ITEM’ on our website are final and cannot be returned for a refund or exchange unless the item received is faulty or incorrect.

Faulty Products

Our Quality Control team takes special care to ensure that all our products are of a high quality when they leave the warehouse. In the rare circumstances that your item has a defect please call our Customer Support team on 1300 088 089 or email us at support@hicraftgroup.com to discuss the fault and to confirm the terms of any manufacturer’s warranty. Depending on the nature of the fault, HiCraft will arrange a repair, exchange or refund. This may take longer than 7 days as a third party may be involved in the assessment process.


For additional information please contact our customer support team on 1300 088 089 or email returns@hicraftgroup.com