Refund policy

Last updated: October 23, 2026

This policy applies to hearthgoods, the online graphic T-shirt and clothing store at hearthgoods.shop, operated by NGUYEN KEN.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after receiving your order. Clothing must be unworn, unwashed and unused, with its original tags and in its original packaging where reasonably possible. Please retain your receipt or order confirmation. These conditions apply to voluntary change-of-mind returns and do not restrict remedies for faulty, damaged, incorrect or misdescribed goods.

How to request a return

Email contact@hearthgoods.shop with your order number, the item, size and colour, and the reason for the request. Contact us before sending goods so we can confirm the correct return address and instructions. If you have a statutory right to a remedy, a failure to obtain prior authorisation does not remove that right.

Return costs

You pay return shipping for change-of-mind returns. Original delivery charges are not refunded for a change of mind unless required by law. We do not charge a restocking fee. Keep proof of postage. Where goods fail a consumer guarantee or we send an incorrect item, we will arrange an appropriate remedy and cover reasonable return costs as required by law.

Faulty, damaged or incorrect items

Contact us as soon as reasonably possible after discovering a problem. Include your order number, a description and photographs if available. We will assess the issue and provide the remedy required by applicable consumer law. The 30-day change-of-mind period, original packaging and unworn conditions do not limit these rights.

Exchanges and cancellations

Contact us to discuss a size or colour exchange. Exchanges depend on stock availability; we may arrange a return and a separate purchase. Contact us promptly to request cancellation or an address correction. Changes may not be possible after processing or dispatch, without affecting statutory cancellation rights.

Refund handling

We will inspect a returned item and advise the outcome within 10 business days of receiving it. Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to post the credit. Contact us if you have not received an update within 10 business days of the return arriving or if an approved refund has not appeared.

Mandatory local rights

If the law applicable to your purchase provides a cooling-off period or other additional return or cancellation rights, those rights apply. No store policy overrides mandatory consumer protections.

Australian consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these policies excludes or restricts these guarantees or any other mandatory rights under applicable consumer law.

Store operator and customer service

Legal operator / company name: NGUYEN KEN

Business and correspondence address: 186 Burnett Street, Mays Hill, NSW 2145, Australia

Customer service email: contact@hearthgoods.shop

Telephone: +61 2 9635 7297

The legal operator named above is responsible for this store and the sale of its products. The address is the business contact and correspondence address. The email and telephone are customer service channels for product, sizing, order, delivery, return and privacy enquiries. Please include your order number where relevant. Contact us before returning goods so we can provide the correct return instructions; the correspondence address is not an automatic return destination.