Refund policy

Returns and Refunds Policy

We carefully craft, inspect and pack every Hottie Co product before it leaves us. Due to the personal nature of our products, we do not accept returns, refunds or exchanges for change of mind.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

Change-of-Mind Returns

Please choose carefully before placing your order.

Hottie Co does not accept returns, refunds or exchanges where you:

Change your mind
No longer want or need the product
Select the wrong product or colour
Find the product available elsewhere for a lower price
Decide the product is not suitable after receiving it
Do not like the natural colour, texture, curl or appearance of the sheepskin
Provide an incorrect delivery address
Fail to collect or accept delivery of the parcel

We recommend reviewing the product description, measurements, colours and care information before completing your purchase.

Natural Sheepskin Variations

Every Hottie Co product made with genuine Australian Merino sheepskin is naturally unique.

Variations in wool length, density, texture, curl, markings, tone and appearance are normal characteristics of genuine sheepskin. These natural differences are part of the product’s character and are not considered faults.

Product colours may also appear slightly different depending on lighting, photography and individual screen settings.

Faulty, Damaged or Incorrect Products

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Please contact us if your product:

Arrives damaged
Has a manufacturing fault
Is materially different from its description
Is not fit for a purpose expressly represented by Hottie Co
Is not the product you ordered

Depending on the circumstances and your rights under applicable consumer law, the available remedy may include a repair, replacement or refund.

For a major problem, you may be entitled to choose between a replacement or refund. For a minor problem, we may first provide a repair or another appropriate remedy within a reasonable period.

Reporting a Problem

Please contact us as soon as reasonably possible after discovering an issue.

Include:

Your full name
Your order number or other proof of purchase
A clear description of the issue
Photographs or video showing the product and the reported problem
Photographs of the packaging and delivery label if the item arrived damaged

Providing this information helps us review and resolve the matter efficiently.

Reporting an issue promptly can assist our assessment, but any timeframe stated in this policy does not limit your rights under applicable consumer law.

Proof of Purchase

We may request reasonable proof that the product was purchased from Hottie Co.

Proof of purchase may include an order confirmation, receipt, invoice, payment record or another document reasonably demonstrating the purchase.

Returning a Product for Assessment

Please contact Hottie Co before returning a product so we can provide the correct return instructions.

Products should be returned with all relevant components supplied with the original order. Please package the product securely to avoid further damage during transit.

A product returned for assessment does not automatically qualify for a refund or replacement. We may need to inspect the product and determine the cause and nature of the issue before confirming the available remedy.

Return Shipping Costs

Where a product is confirmed to have a fault or otherwise fails to meet an applicable consumer guarantee, Hottie Co will cover reasonable return shipping costs as required by law.

We may provide a prepaid return label or reimburse reasonable return postage after receiving appropriate proof of the cost.

If the product is assessed and found not to be faulty, or the issue was caused by misuse, accidental damage or failure to follow the product instructions, you may be responsible for the return and redelivery costs. We will discuss any applicable costs with you before returning the product.

Product Use and Care

A remedy may not be available where the problem was caused by:

Accidental damage
Misuse or use for an unintended purpose
Failure to follow the supplied safety, filling or care instructions
Overfilling or using water at an unsafe temperature
Incorrect cleaning or storage
Unauthorised alteration or repair
Normal wear and tear consistent with the product’s age and use

This does not affect any rights that cannot lawfully be excluded.

Refunds

Approved refunds will be returned to the original payment method unless otherwise agreed or required by law.

Once processed by Hottie Co, the time taken for funds to appear in your account will depend on your bank or payment provider.

Any original delivery charges will be refunded where required under applicable consumer law.

Replacements

Where a replacement is approved, we will arrange for the same product to be supplied where reasonably available.

Because genuine sheepskin is a natural material, a replacement may differ slightly in texture, tone, curl or wool appearance from the original product.

If the same product is unavailable, we will discuss an appropriate alternative remedy with you.

Sale and Promotional Products

Sale, discounted and promotional products are not eligible for change-of-mind returns.

They remain covered by applicable consumer guarantees. A reduced price does not remove your rights where a product is faulty or does not meet a consumer guarantee, unless a particular defect was clearly disclosed before purchase and the claim relates specifically to that disclosed defect.

Gifts

Products received as gifts remain protected by applicable consumer guarantees.

We may require the original order number or another form of proof of purchase. Where a refund is approved, it will ordinarily be returned to the original payment method used for the order.

International Orders

International customers are not eligible for change-of-mind returns.

Consumer rights may differ depending on the destination country. Nothing in this policy is intended to exclude any rights that cannot legally be excluded under the laws applicable to your purchase.

Customers should contact us before returning an international order. Unauthorised return shipping, customs charges and import fees may not be reimbursed unless required by law.

To report an issue or request assistance, contact Hottie Co using the contact details provided on our website.

Please include your order number and relevant photographs so we can review the matter promptly.