Return and Warranty Policy
At HORL, we are committed to ensuring a fair and transparent return process for our customers. Please read the following guidelines carefully to ensure a smooth return experience.
1. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). 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 this policy limits or excludes your rights under the ACL.
2. Warranty Policy
This section sets out the warranties that apply to your HORL purchase — your statutory rights under the Australian Consumer Law, and our voluntary manufacturer's warranty.
3. Change of Mind Returns
In addition to your statutory rights, HORL offers a voluntary change of mind return policy. You may return your purchase within 14 days of delivery, provided the item meets the conditions set out in Section 5.
The return period begins on the day you, or a third party designated by you (other than the carrier), take physical possession of the products.
4. How to Initiate a Return
To start the return process, contact us by email at info@horl.com. While not mandatory, we recommend including the following details for faster processing:
- Order number:
- Date of receipt:
- Name:
- Address:
- Item(s) to return:
- Reason for return:
5. Return Process
Once your return request has been submitted and approved, please follow these steps:
Prepaid return label: We will provide you with a prepaid return shipping label by email.
Label validity: You must drop off the parcel with the designated carrier within the validity period of the label (typically 14 days from issuance).
Note: We do not provide replacement labels. If the label expires before the parcel has been shipped, the return request will be closed and the goods may no longer be accepted for a change of mind return. This does not affect your rights under the ACL.
Authorised carriers only: We only accept returns made using the prepaid label provided. We are not responsible for items returned independently or via other carriers.
6. Refunds
Once the returned item is received and inspected, we will process your refund via the original payment method. Please allow up to 14 business days for the refund to be reflected, depending on your financial institution.
Where you are entitled to a remedy under the ACL, we will process it in accordance with our obligations under Australian Consumer Law, regardless of this timeline.
7. Important Conditions and Restrictions
Item condition (change of mind returns): Items must be returned in their original packaging and in "like-new" condition. We reserve the right to apply a reasonable depreciation deduction if the item shows signs of use, wear, or unnecessary damage beyond what is required to assess its quality.
Final Sale and customised products: Items marked as "Final Sale" or customised/personalised products are not eligible for change of mind returns. Your statutory rights under the ACL are not affected.
Return address: Please do not send returns to any address other than the one specified in your return approval email. Returns sent to unauthorised addresses will not be accepted.
8. Contact
For all return enquiries, please contact our Australian customer service team:
Email: info@horl.com
For information about your rights under Australian Consumer Law, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or call the ACCC on 1300 302 502.