Returns Policy

1. Our Commitment

We want you to be delighted with your purchase. This policy outlines how we handle returns, refunds and exchanges in line with Australian Consumer Law and our standard Terms & Conditions.

2. Digital Products

  • Digital content (downloads, e-guides, self-guided products) is delivered immediately or with minimal delay.

  • If you purchase a digital product and it does not meet your expectations, you may request a full refund within 48 hours of purchase by emailing hello@hiddenlanes.com. This refund will be provided if we deem the product to be unusable or not as described. (This aligns with our Terms clause on digital product satisfaction guarantee.) Hidden Lanes

  • After 48 hours, refunds for digital products may not be available unless required by consumer law.

3. Physical Products

  • For merchandise purchased via our Shop, we will accept returns or provide refunds only if the item is:

    • Damaged in transit, or

    • Incorrect (i.e., you received the wrong product), or

    • Faulty (i.e., the item is defective through no fault of your own).
      This is consistent with our Terms. Hidden Lanes

  • If you believe your item is eligible for return, you must contact us at hello@hiddenlanes.com within 7 days of receipt, providing your order number, a description of the issue, and photographs if applicable.

  • Once approved, you will need to return the item in its original packaging (where possible) and at your cost, unless we agree otherwise.

  • Once we receive the returned item and verify the issue, we will issue a refund to your original payment method or provide a store credit (our choice) within a reasonable period.

  • Items not damaged, incorrect or faulty are not eligible for problem-free returns or refunds under this policy.

4. Shipping & Delivery Delays

  • While we aim to deliver all orders promptly, delivery times may vary based on your location and carrier. As per our Terms, we are not responsible for delays caused by shipping carriers. Hidden Lanes

  • If your item never arrives, please contact us. We will investigate and work with the courier to resolve the issue.

5. Australian Consumer Law Rights

Your rights under the Australian Consumer Law (ACL) are unaffected by this policy. If a product fails to meet a consumer guarantee (e.g., is faulty, unsafe or unfit for its intended purpose), you may be entitled to a repair, replacement or refund, regardless of our stated policy.

6. How to Contact Us

For any returns or refund requests, please email us at:
hello@hiddenlanes.com
Please include:

  • Your name

  • Order / invoice number

  • Description of the product and issue

  • Date of receipt

  • Photos of damage or fault (if applicable)

7. Changes to Our Policy

We may update this policy from time to time (for example, to reflect changes in ACL or our business operations). The latest version will always be posted on our website.