Refund policy

Returns & Refunds Policy

At HUUMI, we want you to love what you've ordered. This policy explains how returns, refunds and exchanges work across all the regions we ship to. Where local law gives you stronger rights than this policy, those rights always apply.

Australia — Australian Consumer Law (ACL)

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not of acceptable quality, doesn't match its description, or doesn't do what we said it would, you're entitled to a remedy:

  • Major problem — you can choose a refund or a replacement, and you may be entitled to compensation for any reasonably foreseeable loss.
  • Minor problem — we'll repair, replace or refund the item, and we'll cover the cost of getting it back to us.

You don't need the original packaging to claim for a faulty item, but we may ask for proof of purchase (your order confirmation email is fine).

European Union — Right of Withdrawal

If you're based in the EU, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods, without giving any reason. This is your statutory cooling-off period under EU consumer law.

To exercise this right, notify us in writing (email is fine) within those 14 days. You then have a further 14 days to return the goods. We'll issue your refund — including your original standard delivery cost — within 14 days of receiving the returned item or proof of postage, whichever is earlier.

Return postage for EU withdrawals: Under EU law, you cover the cost of returning goods for a change-of-mind withdrawal, provided we've clearly informed you of this before purchase (which we do here). If a product is faulty, we cover return postage.

Exceptions: The 14-day withdrawal right does not apply to goods that are clearly personalised, sealed hygiene items that have been unsealed, or perishable goods.

EU legal guarantee: EU customers also have a statutory 2-year legal guarantee against faulty or non-conforming goods, independent of our warranty. See the Warranty section below.

United Kingdom — Consumer Contracts Regulations

UK customers have the same 14-day right to cancel a distance purchase under the Consumer Contracts Regulations 2013. The cancellation period begins the day after you receive your goods.

Once you've notified us of your cancellation, you have a further 14 days to return the item. We'll refund you — including your original standard delivery cost — within 14 days of receiving the goods back or proof of postage.

Return postage: You cover the return cost for change-of-mind cancellations. We cover it for faulty items.

If we fail to inform you of your right to cancel, your cancellation window extends up to 12 months — so we're telling you clearly here.

United States

There is no federal cooling-off period for online purchases in the US (the FTC's cooling-off rule applies only to door-to-door sales, not e-commerce). US customers' returns are governed by our voluntary change-of-mind policy below.

Canada

Canada has no uniform federal cooling-off period for online purchases, though some provinces (including Quebec and British Columbia) have their own distance-selling regulations. Our voluntary 30-day change-of-mind policy below exceeds any applicable provincial minimums.

Change-of-mind returns (all regions)

If you've simply changed your mind and don't fall under a statutory withdrawal right above, we're happy to help within 30 days of delivery, provided the item is:

  • unused and in its original, resaleable condition (including any seals or packaging), and
  • returned with proof of purchase.

For change-of-mind returns, you cover the return postage, and we'll issue your refund or exchange once the item arrives back with us and passes a quick condition check.

We can't accept change-of-mind returns on items that have been used, assembled, or where seals have been broken for hygiene reasons — though this never affects your rights if the item turns out to be faulty.

Faulty, damaged or incorrect items (all regions)

If your order arrives damaged, faulty, or isn't what you ordered, contact us and we'll make it right at no cost to you — regardless of where you're based. We cover return postage on faulty items, and we'll arrange a repair, replacement or refund in line with your local consumer rights.

Please include photos or a short video where possible — it usually lets us resolve things faster, often without needing the item sent back.

How to start a return

Email us at support@huumi.com.au with your order number and the reason for your return. We'll reply with the next steps. Please don't send anything back before contacting us.

Refunds

Approved refunds are processed to your original payment method within 14 days of us receiving and checking the return. Your bank or card provider may take a little longer to show the funds.

This policy was last updated on 3/6/2026. HUUMI may update these policies from time to time; the version published on our website at the time of your purchase applies to your order.