Refund policy

RETURN AND REFUND POLICY

Thank you for shopping at Huggy Haven (operated by B&N CO PTY LTD). We want you to be completely satisfied with your purchase of our decorative cushions, plush toys, and cushion covers. If you are not entirely satisfied with your purchase, we are here to help.

1. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We understand that sometimes a cushion or cover may not fit your room’s decor as expected. We offer a 30-day change-of-mind return policy from the date you receive your item.

To be eligible for a change-of-mind return:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • The item must be in its original packaging with all tags still attached.

  • Hygiene items (such as plush toy cushions or inner cushion pads) must remain sealed in their original protective packaging if applicable.

Note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged in transit, or if you received the wrong item, please contact us immediately at [email protected] so that we can evaluate the issue and make it right.

When contacting us regarding a damaged or defective item, please include:

  1. Your Order Number

  2. A description of the issue

  3. Clear photos or videos showing the defect or damage

For valid claims involving damaged or defective products, B&N CO PTY LTD will cover the return shipping costs or issue a replacement/refund directly.

4. Non-Returnable / Excluded Items

Certain types of items cannot be returned:

  • Items marked as Final Sale or purchased during clearance events.

  • Gift cards.

  • Items that show signs of use, washing, pet hair, or damage caused by improper care/handling after delivery.

5. How to Initiate a Return

  1. Request a Return: Contact our customer support team at [email protected] with your order number and the details of the item(s) you wish to return.

  2. Receive Return Authorization: If your return is accepted, we will send you a return instructions and the return address. Please do not send items back to us without first requesting a return.

  3. Pack Your Items: Securely pack the item(s) in their original packaging to prevent damage during transit.

  4. Ship the Item: Send the package to our designated return address provided by our support team.

6. Refund Process

  • Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed automatically to your original payment method within 5–10 business days.

  • Please note that original shipping charges (if any) are non-refundable for change-of-mind returns.

  • It may take some time for your bank or credit card company to process and post the refund to your account.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have (following the return process above), and once the return is accepted, make a separate purchase for the new item.

8. Contact Information

If you have any questions about our Return and Refund Policy, please contact us: