HAPI Refund & Returns Policy

We do not offer refunds or exchanges for change of mind purchases. Please choose carefully before placing your order.

For hygiene and product integrity reasons, we also do not accept returns or exchanges where the product has been opened, used, installed, or tampered with.

If your HAPI product is faulty, not as described, or otherwise fails to meet consumer guarantees, you may be entitled to a remedy under the Australian Consumer Law (repair, replacement, or refund depending on the issue).

Every HAPI unit is inspected before dispatch, and our sampling and quality checks are managed in Australia. We take quality seriously and do not intentionally ship anything that does not meet our standards.

Please email us with:

• Order number
• Clear photos/videos showing the fault
• A short description of what happened and when it started
• Photos of the product and any relevant parts/accessories

If we confirm a genuine fault, we’ll advise the appropriate remedy in line with Australian Consumer Law.

If your order arrives damaged, please contact us as soon as possible.

To help us lodge a claim with the freight provider, please send:

• A clear photo of the outer delivery box before it is fully unpacked
• Photos showing any damage to packaging (all sides)
• Photos of the product damage
• The shipping label/tracking label (if visible)

Keeping the packaging is important, as freight carriers may require it as evidence when assessing damage claims.

If the damage is confirmed as freight-related, we’ll work with you on next steps while we progress the carrier claim.

It is the customer’s responsibility to ensure that the delivery address provided at checkout is accurate and complete, and to ensure the order is collected when delivered.

If an order is returned to us due to:

• An incorrect or incomplete address provided at checkout, or
• Failure to collect the delivery from the carrier or post office,

the customer may choose either re-delivery or a partial refund, as outlined below.

If you wish to have the order re-delivered, you must provide a correct and complete address.

A $20.00 re-delivery fee will apply to cover:

• Re-shipping costs
• Handling and re-processing
• Operational and administrative costs

Re-delivery will be arranged once the additional fee has been paid.

If you do not wish to have the order re-delivered, a $19.99 fee will be deducted from the original product cost to cover:

• Initial shipping costs
• Return handling
• Operational and processing costs

The remaining balance will be refunded to the original payment method within 10 business days from the date the returned item is received and processed.

We may not be able to assist with returns or refunds where:

• The product has been opened, used, or installed and the request is a change of mind
• Damage is caused by incorrect installation, misuse, neglect, or modifications
• Normal wear and tear or cosmetic imperfections that do not affect function

While this policy outlines clear boundaries, our priority is always your experience.

At HAPI, we genuinely care about our customers and are committed to ensuring you feel supported, respected, and cared for at every stage of your journey.

If something doesn’t feel right, we encourage you to reach out. Even when a refund may not apply, we will always aim to assist, guide, and communicate openly wherever possible.

If you believe your product is faulty or arrived damaged, please contact our team with your order number and supporting photos or videos so we can help quickly.