Online Store Terms and Conditions

This website is owned and operated by

Chronic Hope Ltd

ABN 79 635 912 944

  1. Address: 608 Harris Street - Ultimo - NSW 2007 Australia 
  2. Telephone: +61 2 7911 3154
  3. email:

Port of Hope is the business name and references to "we", "us" and/or "our" throughout ("the website"). 

These terms and conditions (Shopping Terms) apply to your use of the Port of Hope’s online store, (Online Store) and any purchases you make through the Online Store. By using the Online Store or ordering goods, you agree to be bound by these Shopping Terms as amended from time to time and made available on the Online Store. Nothing in these terms is intended to exclude any of your statutory rights as a consumer under the Australian Consumer Law.


Customer service hours

Our team is available via +61 2 7911 3154 from Monday to Friday 9am – 5pm AEST.

Alternatively, you can email us at and our team will contact you within 1-2 business days.

Purchasing goods

Our Online Store sets out the details of the goods available for purchase, including their price in Australian dollars. Please be aware that prices and availability may change from time to time without notice. Some goods may differ slightly in visual appearance (for example, colour or scale) to the images depicted on our Online Store due to photographic and screen differences.

On our Online Store we sell products to support the operational activities of our not-for-profit purposes. Please carefully read the description of the condition of the goods before placing orders.

Goods for sale on our Online Store are only available for delivery in Australia. All Online Store orders must be paid by Visa, MasterCard, American Express or PayPal. Prices listed on our Online Store include GST where applicable. You may not purchase goods from our Online Store for resale or other commercial purposes.


After you place an order, a contract between us for the purchase of the goods will only be formed once we have accepted your order by sending you a shipment confirmation email. We may not accept an order from you for any reason, including but not limited to unavailability of the goods, an issue with your payment, an error on our Online Store relating to the order, or we suspect your order is fraudulent or unlawful. Please be aware that while a good is in your shopping basket, it may be sold to another person and become unavailable.

We also may cancel an order after it has been confirmed if there is an error on our Online Store relating to the order (such as an incorrect price, description error, or the product is no longer available), there are issues with your payment, or we reasonably suspect fraudulent or unlawful behaviour.

We will retain title in all goods until full payment is received. Once you receive delivery of the goods, risk in the goods will pass to you.


Shipping costs will be clearly identified at checkout. Standard shipping costs $10 and delivery is free on purchases over $100.

Delivery times are estimates only and your delivery may be delayed due to circumstances outside our reasonable control. We will take reasonable steps to notify you of any delay. If a product has not been delivered to you, or there is an issue with your delivery, please contact us at


For all returns please contact us on Products purchased on our Online Store cannot be returned in physical stores.

Returning faulty products

We are committed to providing quality products to our customers.

If a product is faulty or defective, is materially different to the advertised description, or otherwise breaches a consumer guarantee under the Australian Consumer Law, please contact us at so we can guide you through the return, refund or exchange process. You will need to provide proof of purchase. You may also be required to provide further information or photos of the product for assessment.

If the problem with the product is confirmed, and it is a minor problem, we will choose whether to repair, replace or refund the product.

If the problem is a major problem under the Australian Consumer Law, then you are entitled to choose whether to receive a replacement or refund. Any refund will be made to the same card which you originally used to purchase the good. We will also cover your reasonable costs of returning the product to us.

If the product is found not to have a problem, is out of warranty, has a problem due to fair wear and tear or your misuse of the product, or you otherwise do not have a remedy under the Australian Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

Change of mind returns

If you have changed your mind, we will happily exchange or refund the item provided that:

  1. you return the product to us within 14 days at your own cost,
  2. proof of purchase is supplied,
  3. the original tags and labels are still attached to the product,
  4. the product is in original packaging/ same condition as when you received it,
  5. the product is not on clearance, reduced price or we have disclosed to have a known defect, and
  6. the product or products cannot be returned for health reasons.

For change of mind returns, you are responsible for the cost of returning the product to us (e.g. postage costs) and any refund we provide will not cover the cost of shipping the product to you or your return delivery costs. Refunds will only be made to the credit card or Stripe account used to purchase the product.


For details regarding the use of your personal information by the Online Store, please refer to our Privacy Policy and Privacy Collection Notice at When you provide us with your email address or mobile phone number, you opt in to receive electronic communications in respect of news, promotions, bag reminders and updates on the status of returns and refunds. You can opt out of receiving electronic communications by changing your preferences through the link included in each communication. If you opt out, you will still receive certain service emails from us, such as update emails relating to your purchase.


To the maximum extent permissible by law (including the Australian Consumer Law), Chronic Hope or Port of Hope’s liability to you arising out of or in connection with your use of the Online Store or your purchase of products on the Online Store is limited to providing you with a refund, replacement or repair as applicable, and compensation for reasonably foreseeable loss or damage resulting from a failure to comply with a consumer guarantee.

Governing law

These Shopping Terms are governed by the laws of New South Wales and both parties hereby submit to the exclusive jurisdiction of the courts of New South Wales.

Feedback and complaints handling procedure

Port of Hope welcomes feedback and attends to all complaints promptly. Please email with any feedback or complaints.

Date: 19 May 2021