Terms and Conditions
Last updated: 14 July 2026
These Terms and Conditions apply to purchases made through the Hartley Melbourne website. By placing an order, you agree to these Terms and Conditions, together with our Privacy Policy, Shipping Policy, Payment Policy and Return Policy.
Nothing in these Terms and Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
1. Applicability
These Terms and Conditions apply to all offers, orders and purchase agreements between Hartley Melbourne and its customers.
By completing a purchase, you confirm that:
You have read and accepted these Terms and Conditions
The information provided during checkout is complete and accurate
You are legally authorised to use the selected payment method
You are at least 18 years old or have permission from a parent or legal guardian
2. Product Information
We take reasonable care to ensure that product descriptions, photographs, measurements, colours and other information displayed on our website are accurate.
However, slight variations may occur due to lighting, photography, manufacturing processes or individual screen settings.
Such minor variations do not automatically indicate that a product is faulty. However, if an item is materially different from its description, faulty, unsafe or otherwise fails to meet a consumer guarantee, your rights under the Australian Consumer Law will continue to apply.
Product availability is not guaranteed until an order has been accepted and processed.
3. Prices
All prices are displayed in the currency shown on our website at the time of purchase.
Prices, promotions and product availability may change without notice. Any changes will not affect orders that have already been accepted.
We make reasonable efforts to ensure all prices are correct. If an obvious pricing or technical error occurs, we may contact you before processing the order. You may then confirm the purchase at the correct price or cancel the affected item for a full refund.
4. Orders and Acceptance
Placing an order constitutes an offer to purchase the selected products.
An automated order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.
An order is accepted once it has entered fulfilment or has been dispatched.
Hartley Melbourne may decline or cancel an order before dispatch where reasonably necessary, including when:
A product is unavailable
Payment cannot be authorised
The delivery address cannot be serviced
An obvious pricing or product information error has occurred
Fraudulent or unauthorised activity is reasonably suspected
If we cancel an order after payment has been received, the amount paid for the cancelled item will be refunded to the original payment method.
5. Payments
Orders will only be processed after payment has been successfully authorised and completed.
Available payment methods may vary depending on your location, device or payment provider. The payment options available to you will be displayed at checkout.
Hartley Melbourne may temporarily suspend or cancel an order where there are reasonable concerns regarding fraud, unauthorised payment activity or transaction security.
Further information is available in our Payment Policy.
6. Processing and Delivery
Orders are generally processed within 1 to 3 business days.
Estimated delivery usually takes approximately 3 to 7 business days after processing, depending on the destination, carrier and surrounding circumstances.
Delivery estimates are provided as a guide and are not guaranteed. Delays may occasionally occur due to customs procedures, carrier disruptions, public holidays, severe weather or periods of high demand.
As part of our fulfilment process, orders may be dispatched directly by international suppliers or distribution partners. Products may therefore be shipped from outside Australia.
Tracking information will be provided where available.
Further information is available in our Shipping Policy.
7. Delivery Address
Customers are responsible for entering a complete and accurate delivery address during checkout.
Address corrections should be requested within 24 hours of placing an order. We cannot guarantee that changes can be made once an order has entered processing or has been dispatched.
Where an incorrect or incomplete address was provided, the customer may be responsible for reasonable redelivery or return costs, except where the issue was caused by Hartley Melbourne or a party acting on our behalf.
We will provide reasonable assistance with delivery concerns, but cannot guarantee recovery of a parcel delivered to an incorrectly entered address.
8. Cancellations
To request an order cancellation, please contact us as soon as possible.
We will make reasonable efforts to cancel an order that has not yet entered processing or fulfilment. However, cancellation cannot be guaranteed after processing has begun or the order has been dispatched.
If an order can no longer be cancelled, you may request a return after receiving it, subject to our Return Policy.
This section does not limit any right to cancel or obtain a remedy under the Australian Consumer Law.
9. Returns, Refunds and Consumer Guarantees
Change of mind returns are subject to the eligibility requirements described in our Return Policy.
Products supplied to Australian consumers come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the nature of a product failure, customers may be entitled to a repair, replacement, refund or compensation for reasonably foreseeable loss or damage.
Change of mind conditions do not apply where an item is faulty, unsafe, materially different from its description or otherwise fails to meet a consumer guarantee.
Further information is available in our Return Policy.
10. Delivered, Lost or Stolen Parcels
Where tracking shows that a parcel has been delivered but it cannot be located, customers should:
Check around the delivery location
Ask other household members or neighbours
Review any delivery photograph or notification
Contact the local delivery carrier
Contact Hartley Melbourne if the parcel remains missing
We will review the available tracking information and provide reasonable assistance.
Hartley Melbourne is not responsible for loss caused solely by an incorrect address supplied by the customer, an unauthorised redirection requested by the customer or circumstances outside our reasonable control.
Nothing in this section limits liability where a parcel was not delivered with reasonable care or as agreed.
11. Website Availability
We aim to keep our website accurate, secure and accessible. However, access may occasionally be interrupted due to maintenance, updates, technical issues or circumstances beyond our reasonable control.
We may update, suspend or withdraw website features where reasonably necessary.
Hartley Melbourne is not responsible for temporary website interruptions, except where liability cannot lawfully be excluded.
12. Intellectual Property
Unless otherwise stated, all website content, including text, branding, logos, layouts, graphics, photographs and design elements, is owned by or licensed to Hartley Melbourne.
Website content may not be copied, reproduced, modified, republished, distributed or used commercially without prior written permission.
You may view and temporarily download website content for personal, non-commercial shopping purposes.
13. Prohibited Use
You must not use our website to:
Engage in unlawful, fraudulent or abusive activity
Attempt to gain unauthorised access to the website or its systems
Introduce malicious software or harmful code
Collect information about other users without authorisation
Copy or commercially exploit website content without permission
Interfere with the website’s operation or security
We may restrict access where we reasonably believe these conditions have been breached.
14. Limitation of Liability
To the maximum extent permitted by law, Hartley Melbourne is not liable for losses caused by:
Incorrect information provided by the customer
Unauthorised use of a customer’s account or payment method
Circumstances outside our reasonable control
Use of the website in a way that breaches these Terms and Conditions
Nothing in these Terms and Conditions excludes or limits liability for fraud, wilful misconduct, personal injury caused by negligence or any consumer guarantee, right or remedy that cannot legally be excluded.
15. Third-Party Services
Our website may use or link to third-party services, including payment providers, shipping carriers and technology platforms.
These services may be governed by their own terms and privacy policies. Hartley Melbourne is not responsible for independent third-party websites or services outside our reasonable control.
This does not remove our responsibilities as the retailer under applicable consumer law.
16. Complaints
For questions, concerns or complaints, please contact our customer care team in writing.
Please include your full name, order number and a clear explanation of your concern.
We aim to acknowledge customer enquiries and complaints within 24 hours. More complex matters may require additional time to investigate and resolve.
Email: support@hartleymelbourne.com
17. Changes to These Terms
We may update these Terms and Conditions to reflect changes to our business practices, website, services or legal obligations.
The updated version will be published on our website with a revised date.
Changes will not retrospectively remove rights that already apply to an accepted order.
18. Severability
If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that part will be removed or limited to the minimum extent necessary.
The remaining sections will continue to apply.
19. Governing Law
These Terms and Conditions are governed by the laws of Australia and, where applicable, the laws of Victoria.
Customers may also have rights under the mandatory consumer protection laws of the Australian state, territory or country in which they reside.
Any governing law provision in these Terms and Conditions does not restrict rights that cannot legally be excluded.
20. Contact Information
For questions about these Terms and Conditions, please contact:
Company: Hartley Melbourne
Email: support@hartleymelbourne.com