CUSTOMER SERVICE

Our returns process, including change-of-mind returns, exchanges and your rights under Australian Consumer Law.

Last Updated: September 2026

Our Returns Approach

We want you to shop with confidence. This policy explains our change-of-mind returns, exchanges and how we handle products that are faulty, damaged or not as described.

This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies those rights.

How to Request a Return

To request a return or exchange, please use our Online Returns Portal powered by PostCo.

Simply enter your order details and follow the steps to submit your return request. The portal will guide you through the available return or exchange options and provide return instructions where applicable.

For faulty, damaged or incorrect items, please provide details of the issue and photographs where requested so we can assess your claim.

Once your return has been received and assessed, we will process the approved refund or exchange in accordance with this policy and your rights under the Australian Consumer Law.

If you are unsure whether your item is eligible for a return, please contact us before sending it back.

Change of Mind Returns

If you change your mind, we may accept a return within 30 days of delivery, provided:

·       the item is unused and in its original saleable condition;

·       original packaging, labels and accessories are included where applicable;

·       you provide proof of purchase; and

·       the item is eligible for a change-of-mind return.

Change-of-mind returns are a voluntary policy and are separate from your rights under the ACL. Unless a return is required under the ACL, return postage is the customer's responsibility.

Items Not Eligible for Change-of-Mind Returns

For hygiene, safety, product integrity or practical reasons, we may exclude certain items from change-of-mind returns. This may include personalised or custom-made products, items that have been used or altered, and products identified as final sale or otherwise non-returnable at the time of purchase.

These exclusions do not apply where the customer has a right to a remedy under the ACL.

Wetsuit Returns

Due to the delicate nature of wetsuit materials, wetsuits must be returned unused and in their original saleable condition, with all tags and packaging included where applicable. Wetsuits must have been handled and cared for in accordance with the care instructions provided with the product. Please take care when trying on a wetsuit to avoid damage from fingernails, jewellery or other sharp objects.

Wetsuits must be completely clean and dry when returned and should be packed carefully to avoid creasing or damage. Wetsuits that have been worn, used in water, damaged, altered or not properly cared for may not be accepted as a change-of-mind return. These conditions apply to change-of-mind returns only and do not affect your rights under the Australian Consumer Law where a wetsuit is faulty, defective or otherwise does not meet a consumer guarantee. 

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged on arrival or not what you ordered, please contact us as soon as reasonably possible.

To help us assess the issue, we may ask for your order number, a description of the problem and photographs of the item or packaging. We may also ask you to return the product for assessment.

If the issue is covered by the ACL, we will provide the remedy required by law. We will not charge you for a remedy that we are required to provide under the ACL.

Exchanges

We may offer exchanges for eligible change-of-mind returns where replacement stock is available. If the replacement has a different price, we will explain any price adjustment before processing the exchange.

Exchanges are not intended to replace any remedy available to you under the ACL.

Return Shipping Costs

For a change-of-mind return, the customer is generally responsible for return postage. Where a return is required because of a problem covered by the ACL, Hurley will cover reasonable return costs as required by law.

Refunds

Once a returned item has been received and assessed, we will confirm the outcome. Approved refunds will generally be made to the original payment method.

Your bank or payment provider may take additional time to show the refund in your account.

Your Rights Under Australian Consumer Law

Australian Consumer Law provides consumer guarantees for goods. If a product does not meet a consumer guarantee, you may be entitled to a remedy.

For a major failure, you can generally choose a refund, replacement or other remedy available under the ACL, including cancellation of the contract in appropriate circumstances. For a minor failure, we may generally choose the appropriate remedy, such as repair, replacement or refund.

You may also have rights to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee. 

Contact Us

If you have any questions about this policy, please contact us.

Hurley 
Email: online@hurley.com.au
Phone: 03 8525 9999