Refunds & Returns Policy
At Hot Ginger®, every piece is made with care, individuality, and attention to detail. As a small, independent label creating handmade and often one-of-a-kind garments, we take great pride in the quality of our work. We want you to be delighted with your purchase and wear it with confidence.
This policy outlines your rights and our obligations under the Australian Consumer Law.
Change of Mind
Because most Hot Ginger® items are handmade, one-off designs or made-to-order garments, we’re unable to offer refunds or exchanges for:
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Change of mind
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Incorrect size selection
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Custom design variations after production has begun
We encourage you to contact us before purchase if you’d like advice on sizing, fit, or garment details — we’re always happy to help.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law.
Please contact us within 7 days of receiving your order by emailing info@hotginger.com.au with the following details:
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Your order number
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A description of the issue
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Clear photos showing the fault or damage
Once we receive your information, we’ll assess the issue and offer a suitable resolution — which may include repair, replacement, or refund depending on the circumstances.
Returns Process (for Approved Returns)
If your return is approved:
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We’ll provide you with a return address and instructions by email.
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Returned items must be sent within 14 days of approval.
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Items must be unused, unwashed, and in original condition with all labels attached.
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Return postage is the responsibility of the customer unless the item is confirmed faulty or incorrect.
We recommend using a tracked postage service, as we can’t be held responsible for items lost in transit.
Custom and Bespoke Orders
Custom or bespoke garments — including bridal, formal, or special event designs — are non-refundable except in cases of manufacturing fault.
We take care to confirm all design details before work begins and provide updates throughout the process. Adjustments may be made at Lauren’s discretion before final delivery.
Sale Items
Sale and clearance items are final sale and cannot be returned or exchanged unless found to be faulty under the Australian Consumer Law.
Our Commitment
We believe in the beauty of slow fashion and want every Hot Ginger® piece to bring you joy. If there’s ever a problem with your purchase, please reach out — we’ll always do our best to help.
Contact Us
If you have any questions about this policy or need assistance with an order, please contact:
info@hotginger.com.au
We aim to respond within 2 business days.
Last Updated:
October 2025