Last updated: 8 July 2026
Happy Hooker Crochet (“we”, “us”, “our”) is committed to providing high‑quality handmade products and digital patterns. Because our items are crafted individually, natural variations are normal. This Refund & Returns Policy outlines your rights under Australian Consumer Law (ACL) and provides clear guidance for international customers.
By purchasing from Happy Hooker Crochet, you agree to the terms outlined below.
1. Australian Consumer Law (ACL)
Under the Australian Consumer Law, you are entitled to a remedy if a product is faulty, damaged, or not as described. Remedies may include repair, replacement, or refund depending on the nature of the issue.
We fully comply with ACL requirements.
If you want a deeper ACL explanation, tap ACL details.
2. Returns Eligibility
✔️ Returns are accepted for:
- Major faults or defects
- Items damaged during shipping (photo evidence required)
- Incorrect items received
- Items significantly different from the description
❌ Returns are not accepted for:
- Change of mind
- Minor variations in colour, gradient placement, or stitch appearance
- Custom orders (unless faulty)
- Digital patterns (due to their downloadable nature)
Handmade items naturally vary — these variations are not considered faults.
For a more detailed breakdown, tap returns criteria.
3. Refunds
✔️ Refunds will be issued when:
- A major fault is confirmed
- An incorrect item was sent
- Damage occurred during transit and is verified
Refunds are processed once the item is returned and inspected. If the issue is our mistake, we cover return shipping costs.
❌ Refunds are not issued for:
- Change of mind
- Custom orders (unless faulty)
- Digital downloads
Refunds are issued to the original payment method.
For a deeper refund explanation, tap refund details.
4. Exchanges
Because items are handmade and often unique, exchanges are only possible when:
- The item is faulty
- The item is incorrect
- A replacement is available
If a replacement is not available, a refund will be offered instead.
5. Digital Products (Patterns)
Digital crochet patterns are non‑refundable once downloaded or accessed.
This is standard under Australian and international digital goods laws.
If you want a dedicated digital goods section, tap digital goods policy.
6. Returning an Item
To request a return:
- Contact us through the Contact Us page
- Provide your order number
- Include clear photos of the issue (if applicable)
- Wait for return approval before sending the item back
Items returned without approval may not be eligible for a refund.
For a step‑by‑step return guide, tap return process.
7. International Customers
We accept returns from international customers under the same conditions as Australian customers.
Please note:
- Return shipping costs for international orders are the responsibility of the customer unless the item is faulty or incorrect
- Refunds will be issued in AUD
- Currency conversion fees may apply depending on your bank or payment provider
- Shipping times for replacements may vary
For a dedicated international section, tap international returns.
8. Items Damaged in Transit
If your order arrives damaged:
- Take clear photos of the packaging and item
- Contact us within 7 days of delivery
- We will assess the damage and provide a replacement or refund
We may request the item be returned depending on the situation.
9. Custom Orders
Custom orders are made specifically for you and therefore:
- Cannot be returned for change of mind
- Cannot be refunded unless faulty
- May require additional processing time
For a full custom order section, tap custom order info.
10. Processing Times
Refunds and returns are processed within 5–10 business days after receiving the returned item.
Shipping times for replacements vary depending on:
- Your location
- Whether the item is readily available or made to order
11. Contact Us
If you have questions about this Refund & Returns Policy or need help with an order, you can reach us through the Contact Us page on the Happy Hooker Crochet website.
