Refund policy

At Honah Lee, we understand that choosing the right school shoes is important. As footwear is a hygiene- and safety-related product, our returns and refunds policy is designed to ensure fairness for all families while complying with Australian Consumer Law.

1. Change of Mind, Size or Fit Returns

For full-price items and items discounted by less than 30%, we accept returns or exchanges for brand new, unworn school shoes within 28 days of delivery, subject to the following conditions:

The return or exchange must be requested within 28 days of delivery.
Shoes must be brand new and unworn.
Shoes may only have been tried on indoors, on a clean surface.
No visible signs of wear, including marks on soles, creasing, scuffing, dirt or odour.
Original tags must still be attached.
Shoes must be returned in the original shoe box, in reasonable condition.

Please note: For change-of-mind or sizing returns, customers are responsible for return shipping costs. We do not charge any restocking fees.

Shoes showing signs of outdoor wear cannot be returned or exchanged for change-of-mind reasons.

2. Promotional & Discounted Items (30% OFF or More)

Items purchased at a discount of 30% or more are not eligible for change-of-mind refunds.

However, we understand that finding the right shoe size can sometimes be difficult. We therefore offer a one-time size exchange within 14 days of delivery, subject to the following conditions:

Shoes must be brand new and unworn.
Shoes may only have been tried on indoors, on a clean surface.
There must be no visible signs of wear, including sole marks, creasing, scuffing, dirt or odour.
Original tags and the original shoe box must be retained.
Exchanges are limited to a different size of the same style and colour.
The requested replacement size must be available in stock.
Only one size exchange is permitted per purchase.

Customers are responsible for both return shipping costs and the shipping cost of sending the replacement pair.

If the requested size is unavailable, a change-of-mind refund will not be provided.

For this policy, the discount percentage is calculated against the product's regular selling price at the time of purchase, including applicable promotional discounts.

3. Trade-In Program Purchases

Shoes purchased through the Honah Lee School Shoes Trade-In Program are not eligible for change-of-mind refunds.

A one-time size exchange within 14 days of purchase is available, provided:

Shoes are brand new, unworn and in their original condition.
Shoes have only been tried on indoors on a clean surface.
Original tags and the original shoe box are retained.
The requested size is available in the same style and colour.
The shoes meet our standard exchange condition requirements.

Customers are responsible for any applicable return and replacement shipping costs.

In-person size exchanges can be arranged by appointment.

The original Trade-In discount cannot be transferred to another purchase or redeemed for cash.

4. Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for change-of-mind refunds or exchanges, except where an exchange is expressly permitted under this policy:

Shoes showing signs of wear or use.
Items returned outside the applicable return or exchange period.
Items discounted by 30% or more, except for the one-time size exchange described above.
Trade-In Program purchases, except for the one-time size exchange described above.

These exclusions do not affect your rights under Australian Consumer Law.

5. Faulty or Defective Items (Australian Consumer Law)

This policy does not replace or limit your rights under the Australian Consumer Law (ACL).

All Honah Lee school shoes, including full-price, promotional, discounted and Trade-In purchases, are covered by applicable consumer guarantees.

If your school shoes fail to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy as required by law.

For a major failure, you may be entitled to choose a refund or replacement. For a non-major failure, Honah Lee may be entitled to provide a remedy within a reasonable time.

Honah Lee will cover reasonable return shipping costs for products confirmed to have a fault covered by Australian Consumer Law, as required by law.

Normal wear and tear, damage caused by misuse, or incorrect sizing alone are not generally considered manufacturing defects.

The change-of-mind conditions and time limits in this policy do not restrict your statutory consumer rights.

6. How to Request a Return, Exchange or Refund

To start a request, email us at info@honahleeworld.com.au.
Please include your order number, product details and the reason for your request.
Our support team will guide you through the process and provide the return shipping address or exchange instructions.
Once eligible returned items have been received and inspected, approved refunds will be initiated to the original payment method within 3–5 business days. The time taken for funds to appear may depend on your payment provider.

All change-of-mind returns and exchanges are assessed upon arrival. Honah Lee reserves the right to decline voluntary returns or exchanges that do not meet the specified conditions.

This policy applies to purchases made directly from Honah Lee and does not exclude or limit any rights available under Australian Consumer Law.