Returns & Refunds
This Returns & Refunds Policy applies to all purchases of Hike POS hardware and accessories made through our online store and website.
Returns eligibility
Returns are only accepted where a product is confirmed to be faulty or damaged under normal use.
Returned items must be in original condition, include all packaging and accessories, and must not show signs of misuse or damage beyond normal inspection.
Hike reserves the right to reject returns that do not meet these conditions.
Return window
Returns are only accepted for faulty or damaged products.
Any issues should be reported within 24 hours of delivery to ensure prompt resolution.
Inspection on delivery
Customers are responsible for inspecting hardware immediately upon delivery.
Any damage or defects must be reported within 24 hours of delivery.
Restocking fee
Approved returns may be subject to a restocking fee of up to 25% of the product value, with a minimum fee of $25 for items under $100. This fee covers inspection, testing, and repackaging of returned items.
Order cancellations
Orders cancelled prior to dispatch may incur a 2% merchant processing fee.
Orders that have already been shipped cannot be cancelled and must follow the returns process.
Faulty or damaged items
Hike only accepts returns for products confirmed to be faulty or damaged under normal use.
Customers must notify Hike within 24 hours of delivery, along with supporting details where required.
Hike may request supporting information, including images or diagnostics. Following assessment, Hike will determine the appropriate resolution, which may include repair, replacement, or refund.
Refunds
Refunds are processed once returned items are received and inspected.
Approved refunds will be issued to the original payment method.
Refunds are only provided where a repair or replacement is not possible.
Shipping costs
Original shipping charges are non-refundable.
Hike will cover return shipping costs only where the item is confirmed to be faulty, damaged, or incorrect.
Hike is not responsible for delays or issues caused by third-party shipping providers.
Customers must report any damage or defects within the required timeframe.
Non-returnable items
Returns may not be accepted for items not in original condition, products missing packaging or accessories, or items damaged due to misuse or improper handling.
Hike reserves the right to determine return eligibility on a case-by-case basis.
Warranty
Hike POS hardware is covered under a warranty, which may vary depending on the specific product.
Warranty claims are subject to inspection and assessment before approval.
Coverage applies to manufacturing defects under normal use and does not include damage caused by misuse, accidents, improper installation, or unauthorised modifications.
Warranty claims may be fulfilled through repair or replacement, depending on the product and issue.
Return process
To initiate a return, customers must contact Hike support with order details, reason for return, and supporting information where required.
All returns must be approved by Hike prior to shipment.
Approval does not guarantee acceptance — all items are subject to inspection upon return.
Proof of purchase may be required for all warranty claims.
No General Returns
All hardware sales are final.
Hike does not accept returns, exchanges, or refunds for non-faulty products.
Additional conditions
Proof of purchase is required for all returns and warranty claims.
Customers are responsible for backing up any data before returning devices. Hike is not responsible for data loss.
Returned items must be securely packaged. Damage during transit due to poor packaging is the sender’s responsibility.
Items not collected within 90 days may be disposed of or recycled.
Important notice
This policy is provided in addition to your rights under the Australian Consumer Law.