Refund policy

Last updated: 21 June 2026

At HOUR 08 we want you to love your product. This Refund & Return Policy explains when and how you can return an item and receive a refund, repair or replacement. It applies to all orders placed through hour08.com and should be read together with our Terms of Service and Shipping Policy.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law (ACL), which apply in addition to the terms below. All refunds are issued in Australian Dollars (AUD).

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. For a failure that does not amount to a major failure, you are entitled to have the goods repaired or replaced within a reasonable time, and if this is not done, to a refund.

A product is considered faulty if it is not of acceptable quality, does not match its description, or does not do what it is reasonably expected to do. Faulty items are handled under the "Faulty, damaged or incorrect items" section below — the change-of-mind conditions (such as the return window or restocking) do not limit your ACL rights.

Change-of-mind returns

We are not legally required to provide a refund for change of mind, but as a courtesy we accept change-of-mind returns where all of the following conditions are met:

  • The return is requested within 30 days of the delivery date.
  • The item is unused, unopened and in its original, undamaged packaging, with all accessories, bulbs, remotes and documentation included.
  • You can provide proof of purchase (order number or order confirmation).

Because our products are electrical lighting items, opened or used products cannot be returned for change of mind for safety and hygiene reasons, unless the item is faulty (in which case your ACL rights above apply). Items that are damaged through misuse, that are incomplete, or that are not in re-sellable condition are not eligible for a change-of-mind refund.

For approved change-of-mind returns:

  • You are responsible for the cost of return shipping. We recommend using a tracked and insured service, as we cannot process a refund for items we do not receive.
  • The original shipping charge (if any) is non-refundable.
  • Once your returned item is received and inspected, we will refund the product price to your original payment method.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or you received the wrong product, please contact us through the contact form on our website within 7 days of delivery, including your order number and clear photos or a short video of the issue.

Once we have assessed the issue, and where the item is confirmed faulty, damaged in transit or incorrect, we will offer a repair, replacement or refund in line with the Australian Consumer Law, and we will cover any return shipping costs for that item. Please do not discard the item or its packaging until your claim has been resolved.

How to start a return

  1. Contact us through the contact form on our website with your order number and the reason for your return.
  2. Wait for our reply confirming whether your return is approved and providing return instructions and the return address. Please do not send any item back before receiving our confirmation — returns sent without prior approval may not be accepted or refunded.
  3. Pack the item securely (using the original packaging for change-of-mind returns) and send it using a tracked service.

Refund processing

Once we receive and inspect your return, we will notify you of the outcome. If approved, refunds are processed to your original payment method, usually within 5–10 business days of approval. Please note that your bank or card provider may take additional time to post the refund to your account.

Cancellations and order changes

If you need to change or cancel an order, contact us as soon as possible through the contact form. We will do our best to accommodate your request, but once an order has been dispatched it cannot be cancelled and the change-of-mind terms above will apply instead.

Sale and discounted items

Change-of-mind returns are not available on items purchased as part of a clearance or final-sale promotion where this is clearly stated at the time of purchase. This does not affect your ACL rights for faulty items.

Contact

For all return and refund enquiries, please reach out through the contact form on our website. We aim to respond within 1–2 business days.