Returns and Refunds Policy

Your consumer rights

Your rights under the Australian Consumer Law are not limited by this policy. Our voluntary change-of-mind conditions, including time limits and packaging requirements, do not apply to remedies required by law.

If a product has a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For other failures, we provide the remedy required by law. Contact us about faulty, damaged, incorrect or otherwise non-compliant goods.

Change of mind

Contact admin@thehiddenbone.com.au within 14 calendar days of receiving your order to request a voluntary change-of-mind return. Do not post the item until we approve the return and give you return instructions. Once we approve it, you have 14 additional calendar days from the approval date to post the item back.

Items must be unused, unopened and in their original packaging, in an acceptable condition for return. Unopened food and supplements are eligible where seals remain intact and the products are in acceptable condition. Opened food, supplements and other consumables, and opened or used hygiene-sensitive products, are excluded from voluntary change-of-mind returns. These exclusions do not restrict consumer-guarantee rights.

You pay return postage for voluntary change-of-mind returns. Original delivery charges are generally not refunded for a voluntary return, where lawful. We do not offer store credit.

How to arrange a return

Email admin@thehiddenbone.com.au with your order number, the item and reason for return. For a product problem, include a description and photographs if helpful; do not send unnecessary personal information. We will provide the appropriate return address and instructions.

Pack approved returns securely and retain proof of posting. For a confirmed consumer-guarantee problem, we arrange or reimburse reasonable return costs as required by law. Contact us first if an item cannot reasonably be posted.

Refunds

After assessing the return or product problem, we explain the applicable outcome. Approved refunds are issued through Stripe to the original payment method. The time taken to appear depends on payment processing and your financial institution; we do not promise a fixed bank-processing time. Contact us if the original payment method is no longer available.

These conditions do not delay or replace remedies you are entitled to under the Australian Consumer Law.

Contact and operator

The Hidden Bone is operated by Kristie Amy-Renee Dimitrov, sole trader, ABN 16 151 100 634. Contact admin@thehiddenbone.com.au for returns and refund assistance.