Refund Policy

This policy applies to every Sutton & Hide product and operates in addition to your rights under the Australian Consumer Law. Those rights cannot be excluded.

Change of mind

We do not currently offer returns or exchanges where you simply change your mind, choose the wrong colour or size, or no longer need the item. This does not affect your rights if a product is faulty, unsafe, not as described or otherwise fails a consumer guarantee.

Personalised products

Personalised products are made using the size, colour and engraving details submitted with the order. Check every detail before checkout. If you notice an error after ordering, email support@suttonhide.com.au immediately. We will try to help before production starts, but changes or cancellation cannot be guaranteed after that point.

Faulty, damaged or incorrect items

If an item arrives damaged, faulty, incorrectly personalised compared with the submitted order, or different from what you ordered, contact us with your order number and clear photos. Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may be a repair, replacement, remake or refund.

Before returning anything

Please do not send an item back until we have reviewed the issue and provided return instructions. Where the law requires us to cover reasonable return costs, we will explain the process before the item is sent.

Refund processing

Approved refunds are returned to the original payment method. Banks and payment providers may take additional time to display the funds after Shopify processes the refund.

Contact

Email support@suttonhide.com.au with your order number and the relevant details.