Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@hlgroup.com.au Please note that returns will need to be sent to the following address:

Craghoppers Australia
36 Laser Drive 
Rowville Vic 3178


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@hlgroup.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@hlgroup.com.au

WHAT IS YOUR RETURN POLICY?

Your satisfaction is our first priority at Craghoppers Australia. We understand that choosing the correct size/style can sometimes be a challenge when shopping online. 

If you’re not 100% satisfied with your purchase, it’s the wrong size or you have changed your mind, you can return your item/s within 30 days of placing your order if you meet the below return conditions:

  • You can return your purchase up to 30 days from date of despatch
  • Products must be unworn, in the condition that you received them and in the original box and/or packaging.

If your requested exchange is out of stock, a refund will be automatically issued.

Depending on your bank, refunds can take up to 2-3 business days to process. Refunds will be processed to the original payment method.

Note: Goods paid with Afterpay cannot be exchanged for an item of a different price value. A full refund will be processed.

HOW TO RETURN AN ITEM:
  1. Ensure you meet our simple conditions for successful returns.

  2. Download a returns form. If you cannot print the form – write a handwritten note with all your order information and return request detail.

  3. Fill in the return form including your order number.
    You can find your order number on the tax invoice included with your item.

  4. Ship the item back to us (you are responsible for paying the shipping cost to return the item/s back to us). You can use your preferred shipping courier. 
    Do not forget to include our return form so our team can process it correctly:

    Craghoppers Australia
    36 Laser Drive 
    Rowville Vic 3178

  5. Keep your tracking number and receipt.

  6. Please allow 7-10 business days for your return to be received. Once received, our customer service team will be in contact regarding the outcome of your return.

  7. If you do not provide a return form, we are unable to process it and will not be liable for your return not being processed correctly.

  8. If you have any queries regarding this process or your return, please contact us at customerservice@hlgroup.com.au

FAULTY ITEMS: 

If you believe you have received a faulty item, or upon receipt your item is not as described, please contact us immediately at customerservice@hlgroup.com.au and we will be more than happy to resolve this matter for you.

DO NOT RETURN any damaged or faulty item without contacting us first.