REFUNDS & EXCHANGE


We are not required to provide a refund or replacement if you change your mind. Items purchased from resellers are not eligible for a refund or exchange and you must contact your reseller directly. 

You can choose a refund or an exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

EXCHANGE PROCESS:

For change of mind purchases, we offer customers an exchange or credit note (valid for 6 months). However, the product must be returned in its original condition. If the item has been damaged, a request for an exchange will be denied. Original proof of purchase must be provided. You must submit an Exchange Request form within 14 days of purchase. 

We suggest that you try on any items you might not be sure about with the tags and labels still attached. For shoes, the box and original packaging must also be returned in its original condition because without the box/packaging, we cannot issue you an exchange or credit note. 

STEPS:

1. Complete an Exchange Request form (including a photo of the logo on the heel of your boots). Email your Exchange Request form to our email address: hatanaaustralia@gmail.com.

2. We will send you a confirmation email within 2 business days.

3. Once you receive our email, return your product to us with a printed and complete Exchange Request form to us via mail. Cost of shipping will be at your own expense. We recommend that you use tracking for your item as we are not responsible for any items lost during transit. 

KYND CO PTY LTD (T/A HATANA)
Shop 2, Pavilion 130 Queen Street
BRISBANE QLD 4000 Australia

4. Once received, we will assess your claim within 5 business days to ensure that your returned product is in the original and re-saleable condition. 

5. The outcome of your claim will be notified to you via email. If approved, we will exchange your product. If rejected, your product will be returned back to you. 

6. Your exchanged product will be shipped to you via mail. The reshipping fee will be charged to your original credit card that was used at purchase. 

 

PROCESS FOR FAULTY PRODUCTS:

If your product is faulty, you can choose to have an exchange, credit voucher or refund. 

STEPS:

1. Complete a Faulty Return form. Please include a photo of your boots, clearing showing the fault.

2. We will send a confirmation email to you within 5 business days.

3. Return your product to us with a printed and completed Faulty Return form via mail.

KYND CO PTY LTD (T/A HATANA)
Shop 2, Pavilion 130 Queen Street
BRISBANE QLD 4000 Australia

4. Once received, the Quality Control specialists from the relevant brand will assess your claim within 5 business days.

5. You will be notified via email regarding the outcome of your claim. If your claim is approved, we will refund, provide a credit voucher or exchange your faulty product. If your claim is rejected then your product will be returned to you.

6. Your product will be returned via mail. 

PLEASE NOTE:
You may select a replacement product from our current range. If the cost of the replacement product is less than your original purchase, then we will issue a credit voucher for the difference, redeemable on our online store or retail locations. If the cost of the replacement product is more than your original purchase, then the difference will be charged to your original credit card.

You will be offered a refund should there be a genuine manufacturer fault with your ugg boots that we are unable to repair within a reasonable time frame. You may also be entitled to a refund should we be unable to offer you a suitable exchange. In either instance, your original receipt must be presented. We reserve the right to decline a refund should you change your mind, find a comparable item cheaper elsewhere, decide you do not like or have no use for the item.

Credit vouchers are valid up to 6 months from the issued date. They can be redeemed online or in stores.