Returns Policy



At Hartfords we pride ourselves on providing a superior level of service and a wide portfolio of local and international brands.

We appreciate that you want to shop with the confidence of knowing that if you are not completely satisfied with your purchase, you can simply return it to Hartfords and we will provide you with an exchange, refund or repair within the following guidelines. Please note that Hartfords has the right to assess the age and condition of returned goods prior to offering a repair or an exchange.

This policy applies to all purchases made from Hartfords, whether instore or online.

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:


  • Original register receipt (no photocopies accepted)

  • Tax Receipt/Invoice or Dispatch Confirmation (for items purchased online)

  • Original return/exchange receipt

Change of mind

If you have simply changed your mind about your purchase, Hartfords may offer you a refund or exchange, within a reasonable period of time, provided that:


  • you have produced satisfactory Proof of Purchase; and

  • the item is in resaleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); and

  • The item is not a Special Exception (see below):

If you are unable to provide satisfactory Proof of Purchase, Hartfords may, in its absolute discretion, provide you with an exchange to the current value of the item provided that:


  • the item is in resaleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); and

  • we can verify that the item was originally purchased from Hartfords; and

  • the item is not a Special Exception (see below); and

  • Satisfactory Identification is presented at the time of the return.

In the circumstance where you are unable to exchange an item, subject to authorisation from a Hartfords Manager, Hartfords may in its absolute discretion provide you with a Gift Card to the current value of the of the item.

Satisfactory Identification

Please have photo identification ready so that we can record your name and verify your signature. Acceptable identification must also include your full name and expiry date, for example, Australian driver’s licence or passport. Please note that Hartfords has the right to assess the age and condition of returned goods prior to offering a repair or an exchange.

Bonus items/Gift Cards/Bundled items

All gift cards or bonus items which attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift card, bonus or bundled item, or utilised portion of any gift card will be deducted from any refund.

Special Exceptions

Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, or where otherwise required by law.


Gift Cards

Custom made and altered items

  For workmanship-related complaints, please contact us via email within 2 weeks after delivery of the goods. Complaints made after this period will not be entertained.

Customer submits photos showing the chief complaint/s. Email using the inserted email app
Hartfords staff reviews the following:
Photos, Profile and original order details submitted, Quality paper/production paper, Additional notes/requests, Email correspondences concerning the order

Hartfords staff forwards these to the production manager for further investigation.

Hartfords staff presents these resolution/s to customer.

For measurement-related complaints, please submit photos to showing the wrong measurements. Take note of the proper way of measurements as specified on our Measurement guides. We follow the international standards for tolerance of production and our fabrics comply with ITF standards that require cotton fabrics to shrink less than 2%.

If you submitted wrong measurements/style, we will either remake or alter the fabric at your full expense.
If Hartfords is at fault, we will handle full cost of alteration/remake. If it's easier to have a local tailor alter this for you, we can offer a voucher to be used as discount for future order or up to $30 to be sent to your Paypal account.

For shipping-related complaints:
If you provided wrong address, you will need to contact the transporter to have it re-routed to the correct address. This may have re-routing fee. You will need to shoulder the cost. If the order is urgent, we will remake and rush ship it at your full expense.

If Hartfords provided the wrong address to transporter, Hartfords will handle full re-shipment costs. If the order is urgent, we will remake and rush ship it to you at no extra cost.

The above resolutions are general guidelines. We review the complaints in a case-to-case basis. It is always best that you contact customer service at for any concern you may have so they can provide better resolutions for you.
  You can send shirts back to us if you need adjustments to be made.

Alteration fee is $10 per shirt. If the area to be altered has to be enlarged or lengthened, we need to check the fabric allowance of the garment. The following are things we can alter.

- Shirt length too long, Sleeve length too long or too short.
- Chest, waist, hip, yoke are too big
- Arms are too big or too small
- Cuffs, Collar too big or too small
3. What is your Returns Policy? top
  If you are not satisfied with Hartfords products due to reasons like fit, quality, fabric issue, etc, please contact us using the returns app. We will evaluate the issue on a case per case basis. The general principles are:
1. If we were not able to follow the measurements you entered, with consideration of our cutting commitment and allowances published on our website, we will remake your order.
2. If the package has been damaged during shipment, we will request for a photograph of it. We will replace the order as long as it has not been tampered (washed, cleaned, etc) and reported within 1 week upon receipt of the item.

Personal care items

Other merchandise

  • jewellery for body piercings

  • pillows

  • cosmetics (including fragrances)

  • underwear

  • swimwear

  • any items purchased from our warehouse outlet 

Return Locations

You may return a product purchased instore to the Hartfords operated store from which it was purchased.

For products purchased online, you may return (but not exchange) the item by sending it to Hartfords Handmade, 329 Peel Street, Tamworth NSW 2340. Please include your Proof of Purchase, contact details (including the order number, name, email address and phone number) with your goods. You are responsible for any return postage costs.

Payment Method

We will refund using your original payment method, or, where appropriate and at Hartfords’ sole discretion, on a Hartfords Gift Card.

Faulty/Defective Item

If you wish to return an item that you believe is faulty or defective, it may be necessary for the item to be returned to the manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair. Note that Hartfords will, at all times, honour its obligations under the Australian Consumer Law.