Refund policy

Welcome to Hex & Harlow, where each piece is crafted with care and creativity. We want you to feel confident in your purchase, so here’s what you need to know about returns, refunds, and your rights under Australian law. Please read our policy carefully before making a purchase.

Handmade Rhinestoned Pasties

Every pastie we create is individually handmade – meaning no two pieces are ever exactly the same. Slight variations in placement, colour tone, or finish are a natural part of the handmade process and are not considered faults.

Please remember:

Handmade items may include small imperfections or differences between pairs or batches
Colours may vary slightly due to screen calibration or lighting
Each item is crafted with care, but perfect uniformity is not guaranteed (and is part of the charm!)

We do not accept returns or exchanges for:

Change of mind
Incorrect sizing
Minor aesthetic differences inherent in handmade items

If your item is damaged, faulty, or not as described, you are entitled to a remedy under the Australian Consumer Law (ACL). Please notify us within 7 days of delivery with supporting photos, and we’ll assess the issue. If the item has a major problem, you may be eligible for a refund, replacement, or repair.

Refunds

Refunds are processed to your original payment method once approved. Please allow 5–10 business days for the refund to appear in your account.

Custom Orders

All custom pasties are final sale and non-refundable unless they are faulty on arrival.

Shipping & Lost Packages

Once an item is shipped, we are not liable for:

Shipping delays or
Lost or stolen packages once dispatched

All parcels are sent with tracking.

Questions?

We’re here to help!