Returns, exchanges or refunds policy
Return & Exchange
Incorrect item(s) received
In the event an incorrect item has been received, we will replace the item with free return postage or provide a refund. Please email us at firstname.lastname@example.org to notify of your order/invoice number, the incorrect item received or missing items and intended replacement or refund.
Change of sizes or colours
In the event you need to change sizes or colors for the items bought online or over the phone, you are entitled to an exchange within 30 days provided you have your original proof of purchase, tags still attached, and the product needs to be in original selling condition. Please email us at email@example.com to notify of your order/invoice number and intended exchange. We can only consider an exchange once the good(s) have been returned and verified by Port of Hope staff.
Change of mind
Please choose carefully, as we do not provide refunds if you simply change your mind. An exchange will be given within 30 days of purchase where appropriate. The original receipt must be presented as proof of purchase. Packaging seals must remain unbroken, tags still attached, and the product needs to be in original selling condition. Please email us at firstname.lastname@example.org to notify of your order/invoice number and intended exchange. We can only consider an exchange once the good(s) have been returned and verified by Port of Hope staff.
Returned items will be refunded or exchanged of the price at the time of purchase based on the invoice. All prices for items on sale are only valid during the sale period. Customer is required to make up the difference in price of any exchange.
Returning of goods
Port of Hope is not responsible for any goods damaged or lost in transit.
Important Note: We reserve the right to assess the condition and age of all returned goods prior to offering a refund or exchange. This may result in the product being sent away for assessment. If the products are deemed not faulty, or have been damaged due to inappropriate use, a refund or exchange will be declined.
No returns or exchanges
Items purchased from the clearance section of the website are non-refundable and cannot be exchanged or returned. Clearance items are bought as is with any faults listed on items prior to purchase.
Port of Hope Shop delivers Australia wide.
We aim to send out orders processed prior to 10am weekdays (excluding public holidays including those for the state of New South Wales) on the same day. Busy periods such as Australian public holidays, special sales events, Easter and Christmas may result in minor delays.
We use Australia Post e-Parcel service. An email and/or text message with tracking information will be sent to you once your order is on its way.
Customers can choose between Standard and Express post Australia wide.
You can track your order via Australia Post.
Once the product has been dispatched, Port of Hope is no longer responsible for any delays, loss or damage to the parcels.
Some items in your order may need to be sent separately, however, this will not change the charges for postage and handling which appear at checkout.
Change order details
Please place your order carefully as we are unable to change or update a delivery address or products once an order has been processed, so please be sure to check your delivery and product details prior to submitting your order.
When the delivery address has been supplied incorrectly or the incorrect product is chosen, the cost of having the item(s) re-delivered will be charged to the customer. Please email us at email@example.com for further instructions.
Products and Specification
Features and specification of products described or depicted on the website, are subject to change without notice.
All images are for illustration purposes only and may vary from the product received.
Size of each product on this website are not shown in their actual size.
Prices & GST
All of our prices are in Australian Dollars (AUD). Prices are subject to change without notice.
GST is included in all eligible products, however once an item which attracts GST is purchased, GST will apply to the whole of the postage and handling.
Port of Hope currently only accepts Mastercard, VISA and PayPal for online payments. All payments must be finalised prior to delivery of goods.
Port of Hope does not accept cheques, cash or vouchers for online payments.
When providing feedback, please let us know the following information:
- Your Name and Email Address
- Brief description of the issue and date of purchase (if applicable)
Order Number, Product name and serial number (if applicable)
If you have any questions or feedback, please call our team on [telephone number] between 9am-5pm, Monday-Friday (AEST) or email us at firstname.lastname@example.org. Our team aims to respond to your inquiry within 24 business hours.
Date: 19 May 2021