Returns & Refunds Policy
This policy is provided for general information. HAAUS recommends independent legal review.
Thank you for shopping with HAAUS. Pty Ltd ACN 663 027 316, ABN 97 663 027 316. You can contact us at admin@haaus.com.au.
Our guides, planners and calculators are digital products, delivered as an immediate download. We also offer interior design and consultation services. This policy covers both.
Digital products
1. Change of mind
Because these products are delivered instantly, we generally do not offer change of mind refunds once access has been provided. Please read the product description before you buy and check that you have what the product needs in order to be used.
2. Your rights under the Australian Consumer Law
Nothing in this policy affects your rights under the Australian Consumer Law. Our digital products come with guarantees that cannot be excluded.
If a product is not of acceptable quality, does not match its description or is not fit for a purpose we told you it was fit for, you are entitled to a remedy.
Where the failure is major, you choose whether you want a refund or a replacement. Where the failure is minor, we may offer to correct the problem first, for example by re-issuing the file. If we cannot correct it within a reasonable time, you can then choose a refund.
Where a refund applies, we pay it to your original payment method.
3. If something goes wrong
Email admin@haaus.com.au with your order number and a description of the problem. Screenshots help but are not required. We aim to respond within five business days.
The most common issues and how we handle them:
- The file will not download or open. We will send it to you directly. If we cannot get it to you in working order, we will refund you.
- The file is corrupt or does not work as described. As above. Where the problem is major, you choose between a refund and a replacement.
- You received the wrong product. We will send the correct one, or refund you if you prefer.
- You bought the same product twice. Contact us and we will refund the duplicate. Please tell us as soon as you notice, though we will not refuse a genuine duplicate because time has passed.
4. Chargebacks and disputes
If something is wrong, please contact us first. We would much rather fix it and can usually do so the same day. Raising a chargeback before contacting us makes it slower for everyone. Nothing in this policy limits your right to raise a dispute with your bank or card issuer.
5. Buyers in the European Union and the United Kingdom
If you are buying from the EU or the UK you normally have 14 days to cancel an online purchase. That right does not apply to digital content once you have expressly agreed to immediate delivery and acknowledged that you lose the right to cancel. At checkout we ask you to confirm both. If you did not confirm them and you have not downloaded the product, contact us within 14 days and we will cancel and refund your purchase.
Interior design services and consultations
6. Bookings, deposits and fees
Fees for interior design services and consultations are agreed in writing at the time of booking or in a formal engagement. Where a deposit is required to secure a booking, that deposit is non-refundable and is applied against the total fee for the service.
7. Cancellations and rescheduling by you
If you cancel or reschedule a consultation with more than 24 hours notice, we will move your booking to the next available time at no additional cost. If you cancel or reschedule within 24 hours of the scheduled appointment time, or do not attend, we reserve the right to retain or charge some or all of the professional fees for that consultation, as set out in our Terms and Conditions.
For larger design engagements covered by a separate written agreement, cancellation, notice periods and any refund of fees paid in advance are governed by that agreement.
8. Cancellations by us
We make every effort to keep confirmed appointments. If we need to cancel or reschedule a booking, we will offer you the next available time or, where that is not suitable, refund any fees you have paid in advance for that specific booking.
9. Your rights under the Australian Consumer Law
Services provided by HAAUS. come with guarantees under the Australian Consumer Law, including that they will be provided with due care and skill and be fit for any purpose you have told us you want them for. Where a service fails to meet a consumer guarantee, you are entitled to a remedy. Where the failure is major you may choose to cancel the service and receive a refund of any amount already paid for the part of the service not yet provided, or keep the service and be compensated for the difference in value. Where the failure is minor we may offer to correct it first.
This policy does not limit any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.
General
This policy forms part of our Terms and Conditions and, for digital products, our Digital Products Terms. Where those terms and this policy address the same subject, the more specific terms apply.
Last updated: 30 August 2026