Refund policy
We want you to love your purchase from Shop Hunter Valley. If something isn’t quite right, we’re here to help.
Return Eligibility
We accept returns within 14 days of receiving your order. To be eligible, items must be:
- Unused, unworn, and in original condition
- In original packaging, with tags attached
- Accompanied by a receipt or proof of purchase
To begin a return, please contact us at vicsales@cessnock.nsw.gov.au. If your return is approved, we’ll provide instructions and a return shipping label. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Items sent back without prior approval will not be accepted.
Damaged or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us immediately. We’ll assess the issue and work with you to arrange a replacement, refund, or solution.
Non-Returnable Items
Some items cannot be returned, including:
- Perishable goods (e.g. food, plants, flowers)
- Personal care items (e.g. skincare, beauty products)
- Custom or personalised items
- Sale or clearance items
If you're unsure whether your item is eligible, feel free to contact us before purchasing or returning.
Exchanges
Need a different item? The quickest way is to return your original item (once approved), and place a new order separately.
Refunds
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method. Please allow time for your bank or card provider to complete the transaction.