Returns, exchanges or refunds policy

Return & Exchange

Warranty

All Port of Hope Products have a one-year (12 months) warranty from the date of purchase. During this period, you can choose between a refund or exchange where goods are faulty, have been wrongly described, are different from a sample shown to you or do not do what they are supposed to do. You must let Port of Hope know of any fault once it has been detected. Please retain your receipt for proof of purchase, send us an email at contact@portofhope.co to notify us of your order/invoice number and intended return or exchange.

Free return postage will be awarded for customers who’s item(s) are deemed faulty, wrongly described and covered under the manufacturers’ standard 12 months warranty. Upon receipt of goods, we will investigate and consult with the manufacturer for a final decision. Should the goods not be deemed as faulty and not be covered under the manufacturers 12-month guarantee, the full cost of the postage will be deducted from the final amount credited to the customer.

Please note that all online images are for illustration purposes only and colours may vary depending on your screen.

Any refunds or exchange offered will be processed when goods have been returned and inspected by Port of Hope staff.

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 contact@portofhope.co  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 contact@portofhope.co  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 contact@portofhope.co  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.

Discounted price

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

Clearance products

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.

 

Shipping Policy

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 contact@portofhope.co 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.

Payment

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.

Provide Feedback

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)

Contact us

If you have any questions or feedback, please call our team on [telephone number] between 9am-5pm, Monday-Friday (AEST) or email us at contact@portofhope.co. Our team aims to respond to your inquiry within 24 business hours.

Date: 19 May 2021

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