Online Warranty Return
All products listed on The Hammock Co website come with a Manufacturers Warranty. The warranty period differs between each product, please see individual package for the warranty period.
All warranties cover manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, alterations, severe weather events, and animals are not covered by warranty.
The first step is to reach out to our Customer Service Team via our Contact Us Form. To assist in helping our Customer Service team with your warranty claim, please include your full contact details, description of the issue and we may request images to assist at a future stage (if possible). From those details, we will then be able to investigate the issue further and be in contact with our next course of action.
If you have purchased your product via any retailers please get in contact with the retailer and provide proof of purchase.
Damaged In Transit
If your product arrives and is found to be damaged, please get in contact via the Contact Us Form within 14 days of receiving the delivery. The Hammock Co will be responsible for any shipping costs to or from the original delivery address to resolve the issue.
Lost In Transit
An item is deemed as lost in transit once it cannot be tracked by the carrier for a continuous week (7 days) after being initially identified as missing by The Hammock Co. Once deemed as lost in transit, The Hammock Co will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.
Online Returns Procedure
In all circumstances, The Hammock Co must be contacted prior to any products being sent. This is to ensure that all return details are correct and your return can be dealt with a quickly as possible. Any failure to not follow any of these steps may result in your in a delay in processing your return or additional costs.
Step 1: Contact The Hammock Co via Contact Us Form for detailed return instructions.
Step 2: Address and repackage the item/s securely to avoid any damage in shipping.
Step 3: Item/s put into transport and tracking details sent to The Hammock Co.
Step 4: Item/s received into our warehouse and item/s condition checked.
Step 5: Upon item/s confirmed being saleable; a refund or exchange will be processed.
Return Shipping Costs
All associated freight costs for change of mind returns, or returns after the 14 day period, are at the customer's expense.
The Hammock Co are responsible for return freight costs provided all of the following conditions are met:
- The goods supplied were not what you ordered
- You contact The Hammock Co prior to the item/s being sent back
- You follow all steps of The Hammock Co's return instructions
- Items are in the original packaging, unused and in new condition
In all instances where the customer is responsible for return shipping costs, they must organise their own shipping arrangements to our specified Warehouse address.
Refunds are processed within 2 business days of being approved. Refunds are sent back using the original payment method (e.g. Paypal back to Paypal, Mastercard back to Mastercard). Any orders that are canceled after the transaction has been completed using AfterPay will incur a $16 cancellation fee that will be withdrawn from the total refund amount. Depending on your financial institution it may take 4-5 business days for these funds to be made available in your account.