Refund policy

RETURNS POLICY (HACKERLILY) — HASSLE FREE, EASY RETURNS

It’s our number one goal for you to be happy, healthy and strain-free. If you’re unsure about your HipSurfer because it may not look or feel how you hoped, please email hello@hackerlily.com (or message us on Instagram) — we’ll offer a free video fitting / training call to check your fit and share tips to wear the HipSurfer comfortably and safely for both you and baby.

In 9/10 cases, customers find their sweet spot after a quick fit check — so please let us help you carry with confidence. We’ve got your back.

Returns at a glance

  • Always contact us first at hello@hackerlily.com before sending anything back.

  • Please download the Returns Form and include it in your parcel (printing it is ideal). If you can’t print, please include a note with your order number and reason for return in the box.

  • Full priced items: eligible for refund, exchange or store credit (subject to conditions below).

  • Sale / promotional items: generally final sale (no refunds/exchanges), unless faulty or required by consumer law.

  • AU customers: return shipping is arranged by the customer (see steps below). If the cost to return your order is more than what it cost us to send it to you, we’ll cover the difference via bank transfer once received.

  • UK customers: return shipping is covered by the customer. A £5 postage refund is provided once your return is received and approved.

  • We’re a small business, owned and operated by a solo-mama founder — thank you for packaging everything neatly and including your order number so we can process your return quickly.

Return timeframes

  • Request window: Returns must be requested within 30 days of delivery (email us at hello@hackerlily.com).

  • Send-back window: Once your return is approved, your items must be posted back within 14 days.

Conditions for returns (please read)

To be eligible for a return, your item must:

  • Be purchased directly from hackerlily.com

  • Be a full priced item (unless the item is faulty or consumer law applies)

  • Be unused and in original condition

    • Trialling the product indoors to check fit is okay

    • Items must not be washed, worn outdoors, or tampered with

  • Include all original packaging and accessories, including the Safety Manual (and any bags/parts that came with it)

  • Be returned with your order number clearly included inside the parcel

Used products cannot be returned (unless faulty and assessed under warranty/consumer law).

Sale items & promotions

  • Items purchased during a sitewide sale, promotional event, or discounted markdown are final sale and are not eligible for return for refund, exchange or credit — unless deemed faulty or required under Australian or UK consumer law.

  • Welcome codes or one-off subscriber vouchers (not tied to a sale event) are treated as full priced unless clearly marked otherwise.

Please note: orders placed before a sale are not eligible for a partial refund if a promotion begins later.

HOW TO REQUEST A RETURN, REFUND OR EXCHANGE (AUSTRALIA)

  1. Read our Returns Policy (above) to make sure your return meets the conditions.

  2. Download our Returns Form and follow the instructions to begin the returns process.

  3. Email a copy of the completed form to hello@hackerlily.com.
    (Please always contact us first — items sent back without contacting us may not be accepted.)

  4. We’ll review your request to confirm it’s in line with our policy, and reply with next steps.

  5. Package up your items securely (including all original packaging + Safety Manual) and ship them back to:

Hackerlily Returns
PO Box 1157
Sanctuary Cove, Gold Coast, QLD 4212
Australia

  1. As we’re a small business and only have a small number of returns, we ask that you ship the parcel back to us and email us your:

  • Tracking details, and

  • A copy of your postage invoice/receipt

  1. Once we receive your parcel and confirm the products are in their original condition, we’ll process your refund or exchange.

  2. If the cost to send the return back to us is more than the cost we incurred to ship it to you, we will cover the difference via bank transfer.

HOW TO REQUEST A RETURN, REFUND OR EXCHANGE (UNITED KINGDOM)

  1. Email us first at hello@hackerlily.com within 30 days of delivery with your order number and whether you’d like a refund, exchange or store credit.

  2. Download our Returns Form and include it in your parcel (printing is ideal). If you can’t print, include a note with your order number + reason for return.

  3. Package your item securely with all original packaging + Safety Manual, and ensure your parcel is clearly marked:

Hackerlily Returns — Order #[YOUR ORDER NUMBER]
c/o RedPanda Fulfillment Ltd
Unit 2, Globe Park, First Ave
Marlow SL7 1YA
United Kingdom

  1. Return shipping is covered by the customer. Once your return is received and approved, we provide a £5 postage refund to help cover the cost of returning your parcel.

  2. Email us your tracking number once lodged.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know if it’s approved.

If approved, you’ll be refunded to your original payment method. Please allow 4–5 business days for processing after approval, plus additional time for your bank/payment provider to reflect the funds.

Shipping and non-refundable costs:

  • Any shipping fees paid at checkout are generally non-refundable (unless faulty or required by law).

  • Any costs incurred due to currency conversion, transaction fees, duties, or import taxes are not refunded and remain the customer’s responsibility.

Exchanges & store credit

  • If you request an exchange and the item is out of stock, we’ll offer a store credit or a refund.

  • Store credit is issued for the value of the returned item(s) (minus any non-refundable shipping fees, where applicable).

Damages & issues (wrong item / damaged / faulty)

Please inspect your order on arrival. If your item is defective, damaged, or you received the wrong item, contact us at hello@hackerlily.com as soon as possible and include:

  • Your order number

  • A clear description of the issue

  • Photos (and a short video if helpful)

We’ll assess quickly and organise a solution.

Warranty

Hackerlily provides a 1-year warranty (from date of purchase) for the HipSurfer, covering manufacturer defects in materials or workmanship.

This warranty does not cover:

  • Normal wear and tear

  • Misuse, accidental damage, or damage caused by the user

  • Damage caused by washing/cleaning not in accordance with care instructions

Faulty items may be subject to a quality review upon return. If confirmed as a manufacturing defect within the warranty period, we will offer a repair or replacement (or a comparable product if the item is no longer available).

Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Purchases from third-party stockists

If you purchased from a stockist or retailer (not directly from hackerlily.com), returns and claims must be managed through the original place of purchase.

Need help before you return?

If your HipSurfer doesn’t feel right, please email hello@hackerlily.com or DM us on Instagram — we’ll offer a free video fitting call to help you find your sweet spot. In most cases, a few small adjustments make a big difference to comfort and support.