Our Change Of Mind Policy
We believe in the products we sell on Tailored HQ, therefore if an order doesn’t meet your expectations we will happily offer a refund or exchange, as long as the product is returned unused in its original condition within 30 days of receipt. This includes the product manual and packaging. Please be mindful not to assemble or modify a product before returning it; otherwise we will not be able to refund your purchase. TailoredHQ is also unable to refund, and return an item where the packaging or product is returned damaged or marked.
Products must be returned to Tailored HQ within these 30 days.
Refunds are only available for the original method of payment used on the order and are valid for 3 months from date of purchase. If the payment method used is no longer available, or the purchase has been made more than 3 months earlier, we are able to offer a credit note.
Please note we do not offer free return on sale items, items classified as bulky goods, trade orders and international orders. Special order (including made-to-order and custom items) are non-refundable for change of mind reasons.
Preparing your item for return
Please email [email protected] within 30 days of receiving your order should you wish to return and we will email you a prepaid Australia Post return label. Please print the label and attach to the parcel you wish to return.
When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email and returns form as proof of purchase. If you have lost your returns form please email us at [email protected]. The item will remain your responsibility until it has been handed over to an Australia Post Outlet.
For your own peace of mind we recommend that you carefully repackage your item to avoid any damage during transportation. Please retain proof of postage until we have confirmed your refund has been processed.
Upon safe receipt of your returned unused item, we will inspect the item before advising you by email that a refund has been processed. We will refund your item at the purchase price.
Our address for returning items
Suite 1A, Ground Floor, 41-45 Hunter Street
(Enter Via Watt Street), Newcastle NSW 2300
Should you wish to cancel an order, which has not yet been dispatched, please let us know in writing at [email protected]. If your order has been dispatched, you will need to return the order to us.
We aim to always represent and dispatch quality product. If you believe the item you have received is faulty, please contact us at [email protected] as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault.
Please advise us within seven days of receipt of the faulty item, to allow us to resolve the matter quickly by arranging exchange, repair or refund.
When returning a faulty item we ask that you please follow the guidelines from the section “Preparing your item for return”.
Incorrect or Missing Item
If you have received an item that is not what you had originally ordered, or you believe an item has not been included in your order, please contact us at [email protected] immediately, quoting your order number, name and address, details of the product received and product originally ordered, or missing, and whether you require a refund or replacement.
We will then be in touch with advice on how you should proceed with the return if necessary.