Refund policy

Returns: the short version

  • Full-price orders: 30-Day Fit Check. Try it at home, and if it's not for you, send it back for a refund or store credit. You cover return postage.
  • Sale items, including Black Friday: no change-of-mind returns or exchanges. The discount is the deal, so please choose carefully.
  • Faulty, damaged or wrong item: always covered, sale or not. We pay return postage.
  • Not sure about fit? Book a free 15-minute video fitting with Laura before or after you buy. Most "it's not quite right" moments are a two-minute tweak.
  • UK and Europe: your 14-day legal right to cancel applies to every online order, sale items included (see section 7).

We're a small, founder-run business and Laura checks every return by hand. Thanks for packing everything neatly and including your order number so we can sort it quickly.

1. The 30-Day Fit Check (full-price orders)

  • Tell us within 30 days of delivery that you'd like to return it. Email hello@hackerlily.com with your order number.
  • Once we've said yes, post it back within 14 days.
  • Choose a refund to your original payment method or store credit.
  • Please always contact us first. Parcels sent back without contacting us may not be accepted.

2. Trying it at home

You're welcome to try your HipSurfer at home, indoors, with your baby. To be returned under the Fit Check, it needs to be:

  • Bought at full price directly from hackerlily.com
  • Clean and unwashed, not worn outdoors, with no marks, smells or damage
  • Returned with all original packaging, tags and accessories, including the Safety Manual
  • Packed with your order number inside the parcel

If an item comes back with signs of use beyond a try at home, we may offer a partial refund or send it back to you.

3. Fit first

If it's about fit or comfort, book a free 15-minute video fitting. Small adjustments make a big difference, and our colour-matched waistband extenders add extra length. This applies to sale items too. Email hello@hackerlily.com or message us on Instagram.

4. Sale and promotional items, including Black Friday

  • Items bought in a sale, promotion or markdown, including our Black Friday sale, can't be returned or exchanged for change of mind. This includes fit, comfort, colour and size preferences, so please book a free video fitting if you're unsure before you buy.
  • Faulty, damaged or wrong items are always covered (see section 8).
  • UK and Europe: your 14-day legal right to cancel still applies (see section 7).
  • Welcome codes and one-off subscriber vouchers that aren't tied to a sale event are treated as full price.
  • Orders placed before a sale aren't eligible for a partial refund if a promotion starts later.
  • Sale orders placed before 29 October 2026 keep the returns terms that applied when they were ordered.

5. Postage

  • For change-of-mind returns, you arrange and pay for return postage. We recommend tracked post, and please email us your tracking details once it's on its way.
  • Shipping fees paid at checkout aren't refunded for change-of-mind returns, unless the law requires it (see section 7 for the UK and Europe).
  • Currency conversion, transaction fees, duties and import taxes can't be refunded.
  • We pay return postage on faulty, damaged or wrong items.

6. Refunds and store credit

  • We'll let you know once your return has arrived and passed its check.
  • Refunds go to your original payment method within 5 business days of approval. Your bank may take a few more days to show it.
  • Store credit is issued for the value of the returned items.

7. How to return

Australia and international

  1. Email hello@hackerlily.com with your order number and whether you'd like a refund or store credit.
  2. Download our Returns Form and pop it in your parcel. If you can't print it, include a note with your order number and reason for return.
  3. Once we've said yes, post it to:
    Hackerlily Returns
    PO Box 1157
    Sanctuary Cove, Gold Coast, QLD 4212
    Australia
  4. Email us your tracking details.

United Kingdom and Europe

  1. Email hello@hackerlily.com with your order number and whether you'd like a refund or store credit.
  2. Include the Returns Form or a note with your order number and reason for return.
  3. Post it to:
    Hackerlily Returns, Order #[your order number]
    c/o RedPanda Fulfillment Ltd
    Unit 2, Globe Park, First Ave
    Marlow SL7 1YA
    United Kingdom
  4. Email us your tracking number. Once your return is received and approved, we refund £5 towards your return postage on full-price items.

Your legal right to cancel (UK and Europe): you can cancel an online order within 14 days of delivery for any reason, including sale items. Tell us within 14 days, then post the item back within a further 14 days. We'll refund the item and the standard delivery charge within 14 days of receiving it back. You pay return postage. We may reduce the refund if the item has been handled more than needed to check it, as you could in a shop.

8. Faulty, damaged or wrong items

Please check your order when it arrives. If something is faulty, damaged or not what you ordered, email hello@hackerlily.com as soon as possible with your order number, a description and photos (a short video helps). We'll sort it quickly and pay return postage on faulty items. This applies to sale items too.

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.

9. Warranty

Every HipSurfer comes with a 1-year warranty from the date of purchase covering manufacturer defects in materials or workmanship. It's in addition to your rights under consumer law. It doesn't cover normal wear and tear, misuse or accidental damage, or damage from washing or cleaning outside the care instructions. If a defect is confirmed within the warranty period, we'll repair or replace it, or offer a comparable product if it's no longer available.

10. Not returnable for change of mind

  • Sale, promotional and markdown items, including Black Friday (UK and Europe: your legal right to cancel still applies)
  • Gift cards
  • Items bought from other stockists or retailers. Please return those to the place you bought them.