Refund policy
Return & Refund Policy
At HideWay, we want customers to receive products that are correct, functional, and in good condition. Please read this Return & Refund Policy carefully before placing an order.
1. Return Window
We offer a 30-day return window for eligible items. The 30-day period begins from the date your order is delivered.
Subject to any rights you may have under applicable consumer law, returns under this policy are accepted where the item is faulty, damaged, defective, not working as intended, or where the wrong item has been received.
2. Change-of-Mind Returns
HideWay does not currently accept change-of-mind returns under this policy.
This means we generally do not accept returns or refunds simply because you:
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Ordered the wrong item by mistake
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Changed your mind after purchasing
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No longer want the product
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Found another product elsewhere
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No longer have a use for the item
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Do not like the product after receiving it
This section does not limit any rights you may have under applicable consumer law.
3. Eligible Return Reasons
A return may be accepted if:
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The item arrives damaged
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The item is faulty or defective
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The item cannot be used as intended due to a genuine product fault
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The wrong item was sent
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The product has a significant physical defect or issue affecting normal use
Minor damage to the outer shipping packaging alone does not qualify for a refund or replacement unless the product itself has also been damaged.
4. Product Use and Normal Wear
HideWay products are designed to securely and discreetly carry travel essentials such as passports, cards, identification and cash.
Normal variations or wear resulting from ordinary use do not automatically mean that a product is faulty.
A product will generally not be considered faulty under this policy where an issue has resulted from:
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Normal wear and tear
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Improper use
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Excessive force or overloading
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Accidental damage after delivery
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Incorrect storage or handling
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Unauthorised alterations or modifications
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Failure to use the product for its intended purpose
Returns under this policy are intended for genuine faults, defects, shipping damage, incorrect products, or products that do not function as intended under normal use.
Nothing in this section excludes rights that cannot legally be excluded.
5. Return Conditions
To make a return under this policy, the item should:
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Be within the 30-day return window
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Be approved by HideWay before being sent back
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Include all included components or accessories, where applicable
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Include the original packaging where reasonably possible
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Be returned in a condition suitable for inspection
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Not have been deliberately damaged, altered or misused by the customer
HideWay may decline a return under this policy where the issue was caused by misuse, accidental customer damage, unauthorised modification or other circumstances not relating to a product fault.
This does not affect any non-excludable rights available under applicable consumer law.
6. How to Start a Return
To request a return, contact us at:
support@hideway.store
Please include:
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Your order number
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Your full name
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The email address used at checkout
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A clear description of the issue
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Photos or videos showing the fault, damage, defect or incorrect item, where reasonably necessary
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Any other information reasonably required to assess your request
Please contact us before returning your item so we can provide the correct return instructions.
7. Return Shipping
Return shipping arrangements and costs will depend on the reason for the return and any rights available to you under applicable consumer law.
For returns where the customer is responsible for return shipping, we recommend using a tracked shipping service.
HideWay cannot be responsible for a customer-arranged return package that is lost, incorrectly addressed or damaged during return transit.
Where applicable consumer law requires HideWay to cover reasonable return costs for a faulty or non-compliant product, those rights will apply.
8. Return Address
The correct return address will be provided after your return request has been reviewed.
Please do not send your product to an address unless it has been provided or confirmed by HideWay support for your return.
9. Inspection
Once a returned item is received, we may inspect the product and review the information provided with your request.
The outcome will depend on the nature of the issue, the condition of the product and your rights under applicable consumer law.
A claim under this policy may be declined where, for example:
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No product fault or defect is identified
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The issue resulted from misuse or accidental customer damage
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The product has been improperly altered
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The claimed issue is consistent with normal wear and tear
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Information reasonably required to assess the claim has not been provided
Any rights or remedies that cannot legally be excluded remain unaffected.
10. Refunds
If a refund is approved, it will generally be issued to your original payment method.
Once processed by HideWay, your bank, card provider, PayPal, Shop Pay or other payment provider may require additional time to make the funds available.
Where required by applicable consumer law, refunds and other remedies for faulty, damaged, defective or incorrect products will be provided accordingly.
11. Replacements
Depending on the circumstances, product availability and your applicable consumer rights, a replacement may be available for an eligible product issue.
We will explain the available options after reviewing your request.
12. Sale, Discounted and Bundle Items
Sale, discounted and bundle products are covered by this policy in the same way as regularly priced products.
Our change-of-mind policy also applies to these purchases.
However, purchasing an item on sale or as part of a promotion does not remove any rights or remedies you may have for faulty, defective, damaged or incorrectly supplied products under applicable consumer law.
13. Cancellations Before Fulfilment
You may request an order cancellation before your order has been fulfilled.
To request a cancellation, contact:
support@hideway.store
Please include:
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Your order number
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Your full name
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The email address used at checkout
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Your cancellation request
We recommend contacting us as quickly as possible.
Cancellation requests are not guaranteed. If your order has already entered fulfilment, been packed or shipped, we may be unable to cancel it.
14. Order Changes
If you need to request a change to your order, such as correcting your shipping address or changing the quantity ordered, contact us as soon as possible at:
support@hideway.store
Please provide your order number, full name, email address used at checkout and the requested change.
We will try to accommodate your request, but changes cannot be guaranteed once an order has entered fulfilment or been shipped.
15. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the laws applicable to your purchase.
Where applicable consumer law gives you rights beyond those described in this policy, those legal rights will continue to apply.
16. Contact Us
If you have questions about a return, refund, replacement or order issue, contact: