Refund and Returns Policy

RETURNS & EXCHANGES – Capilanohoney.com Online Shop

Due to the nature of our product, Capilano Honey is unable to offer returns or exchanges on online purchases due to a change of mind. When you purchase clothing through the Services, please ensure that you select your correct size.

Refunds are available in line with Australian Consumer Law when: or at our discretion we may repair or refund you) within a reasonable time.

• A product is faulty
• Misrepresented online
• Not fit for purpose
• Below acceptable quality

All return requests must be made within 28 days from the date of dispatch, including proof of purchase. Items must be in their original condition, including tags attached (if applicable).

If the Goods are faulty or damaged, please email us at [email protected] and include the following information:

• the order number;
• clear photograph(s) of the Goods; and
• a description of the Goods and the fault.

If the Goods are faulty or damaged, we will let you know whether you need to return the item to us and if so, we will send you a prepaid satchel. Please place the faulty Good in the prepaid satchel, when you receive it, and post it back to us.  Please return items within 28 days of the date you receive them.

Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair.

We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Any item that is returned without clearly meeting the guidelines above will not be eligible for a refund.

Please note that online orders can only be returned online via the instructions above.

Where applicable, we have provided an online sizing guide for wearable merchandise, and detailed product descriptions to ensure that you can make the right purchasing decision when shopping on our website. Please read these carefully prior to purchase, to avoid disappointment.

SHIPPING

Items purchased from the Capilano Honey website can be shipped to residential or business addresses within Australia. At this stage, we do NOT offer international shipping for online orders.

All orders are sent to you within 48hrs of purchase through our trusted partner, Pack & Send.

Your item will be shipped from our warehouse in Richlands, Brisbane.

Once your order has been packed and received by Pack & Send, you will be sent a tracking number and shipping notification via email.

For estimated shipping times, please click here.

Disclaimer:

• Capilano Honey is not liable for any loss, damage, delay, or expense that the parcel may incur during delivery.
• It is the buyer’s responsibility to ensure that their contact details and address are correct prior to purchase.
• If you need to make changes to your order, contact us here within 24hrs of your purchase.
• In the event of unforeseen delays, or foreseeable circumstances, you will be contacted directly by the Capilano Honey team to mediate the issue and get your delivery out to you ASAP.

SIZING & RE-STOCKS

Our merch runs are limited and can sell out quickly! For re-stocking of merchandise items, please keep an eye on our website, sign up to our mailing list, or follow us on social media.

We will provide updates on any new range additions and re-stocking there. For feedback or requests on future merchandise, please contact us here.