Refund and Returns Policy

Date: 22/4/2025

Definitions

Standard Goods: Goods that are pre-designed and pre-made, with fixed specifications, dimensions, and are available for direct purchase through HQ Link’s website or in-store.

Custom Orders: Goods that are made specifically to meet the Customer’s individual requirements, based on custom specifications, dimensions, and/or design features.

1.  Custom Orders

1. Custom Orders are made to the Customer’s specifications. Customers are responsible for ensuring all details, including dimensions and design features, are correct and clearly stated on the final order before production begins.
2. Once production has commenced, cancellations and refunds will only be considered in limited circumstances and are subject to HQ Link’s discretion.
3. Refunds will not be accepted in cases including, but not limited to:

1. Change of mind;
2. Incorrect specifications given by the Customer;(e.g., wrong measurements or details).

 For more details, please refer to the Custom Order terms in HQ Link’s Terms and Conditions and Warranty policy  .

2. Standard Goods

2.1 Returns:

(a) Customers may return Standard Goods within 7 days of delivery, provided the following conditions are met:

  (i) Goods must be unused;

(ii) Goods must be in original packaging, with all tags, parts, and accessories;

(iii) Sale, clearance, or final-stock items are not refundable.

(b) HQ Link reserves the right to reject any return that does not meet the above criteria.

(c) Approved returns are subject to a 20% restocking fee.

(d) Return shipping costs are the Customer’s responsibility, unless the return is due to a fault on the part of HQ Link.

(e)Returns will not be accepted if:

(i) The Customer changes their mind after receiving the product;

(ii)The product is used improperly;

(iii)Damage occurs due to the Customer’s own handling.

2.2 Refunds 

(a) Refunds of the standard products will only be processed after returned goods are inspected and deemed acceptable.

(b) Original shipping charges are non-refundable

2.3 Exchanges:

(a) If the Customer wishes to exchange a Standard Product for a different size or colour:

(i) If the item has not yet been dispatched, the exchange may be accommodated, and any difference in freight costs will apply.

(ii) If the item has already been shipped, the Customer must first complete the return process as outlined in Section 2.1 (Returns). Once the original item is received and approved, the exchange can be processed.

(b) All exchange are subject to availability and HQ Link’s approval.

(c) Customers are responsible for all return and reshipping costs, and a restocking fee may apply where relevant.

2.4 Faulty Goods:

(a) If your product is damaged or defective upon arrival, please notify HQ Link as soon as possible, and provide clear photo(s) or video(s) showing the issue.

HQ Link may, at its sole discretion:

(i) Replace the defective parts or supply an equivalent item; or

(ii) Repair the Goods at no charge.

(b)For full terms and eligibility, please refer to HQ Link’s Terms and Conditions and Warranty Policy.

3. Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law. You may be entitled to a replacement, repair, or refund if Goods do not meet statutory guarantees.

Where applicable, HQ Link’s liability is limited to:

1. Replacing the Goods;
2. Repairing the Goods;
3. Reimbursing the cost of an equivalent replacement; or
4. Reimbursing the cost of a reasonable repair.

4.Changes to This Policy

HQ Link may update this Refund and Return Policy at any time. The latest version will always be posted on this page, with the effective date clearly stated.

Any updates apply to purchases made after the policy is amended.