Refund policy

Last updated: 7 October 2026

At AL HAYBA, we want your order to arrive as described and in good condition. This policy explains how to contact us about a problem, the remedies available, and our approach to change-of-mind requests.

Your consumer rights

Our products are covered by the Australian Consumer Law where it applies. Nothing in this policy limits any consumer guarantee or other right that cannot lawfully be excluded.

If a product has a major failure, you may choose a refund or replacement. For a minor failure, we will provide an appropriate remedy, such as a repair, within a reasonable time. Further remedies may be available if the problem is not resolved within a reasonable time. You may also be entitled to compensation for reasonably foreseeable loss caused by a failure.

These rights also apply to discounted items and bundles. Faulty-product claims are not restricted to 14 days, and original packaging or attached tags are not a condition of exercising your consumer rights. Wearing or washing an item does not, by itself, remove those rights. Damage caused by misuse or failure to follow reasonable care instructions is assessed separately from a product defect.

Change of mind and choosing a size

We do not offer a general change-of-mind refund or exchange entitlement after delivery. This includes choosing the wrong size or colour when the item supplied matches the description and size information provided. Please check the relevant product size guide before ordering, or contact us for help.

This does not affect your rights if we send the wrong item, the product is faulty, or it does not match its description. Any exception we agree to for a change-of-mind request will be confirmed with you in writing before you return the item.

How to request help

Email sales@alhayba.info with your order number or other proof of purchase, a description of the issue, and photographs where helpful. Contact us as soon as reasonably possible so we can assist. Please do not send payment-card details by email.

We may need to inspect the item to assess the problem. We will provide return instructions and the correct return address. Contacting us first helps us arrange the return; it is not a condition that removes your statutory rights.

Return shipping

For a confirmed faulty, incorrect or misdescribed item, we will arrange an appropriate return method or reimburse reasonable return postage costs. Keep your postage receipt and use a tracked service where practical. We will also refund delivery charges where required by law. There is no blanket exclusion of original shipping fees for statutory claims.

If we agree to a discretionary change-of-mind return, we will explain any return postage costs and other agreed conditions before you send it. Those conditions do not apply to statutory remedies.

Refunds and assessment time

We aim to assess returned items within 7 working days of receipt. If an assessment takes longer, we will keep you informed and resolve the matter within a reasonable time.

Approved refunds are returned to the original payment method unless you agree otherwise. We will not require you to accept store credit instead of a refund when you are legally entitled to a refund. Your bank or payment provider may take an additional 10 to 14 days to show the funds.

Bundles and promotional purchases

If there is a problem with one item in a bundle, contact us so we can assess the affected item and the appropriate remedy. You do not automatically have to return every item to obtain a remedy for a faulty item. If the remedy is a refund for the entire bundle, we will explain which items need to be returned. Refunds reflect the amount paid for the affected goods and your legal entitlements.

Order cancellations

You may cancel an order within 2 working days of placing it, provided it has not been dispatched. Email sales@alhayba.info immediately with your order number. Eligible cancellations will be refunded to the original payment method. Once an order has been dispatched, this returns policy applies. This cancellation window does not limit any separate statutory right to cancel.

Delivery issues

If an order is lost, damaged, incorrect or returned to sender, contact us so we can investigate. Any proposed charge relating to an incorrect address or an unjustified refusal of delivery will be explained, based on reasonable costs, and applied only where lawful. No deduction will reduce a remedy you are entitled to by law.