Refund policy

REFUND POLICY
Last updated: 2026

At Hammock, we want you to be happy with your purchase. We also want to be straightforward with you about how our return and refund process works.

30-DAY RETURN WINDOW
If you are not satisfied with your order, you may request a return within 30 days of the date your order was delivered. Requests made after 30 days from the delivery date will not be accepted under any circumstances.

ELIGIBILITY REQUIREMENTS
To be eligible for a return, your item must meet all of the following conditions:

- The item must be in its original condition — unused, unwashed, and undamaged
- The item must be returned in its original packaging including all components (tree straps, carabiners, stuff sack)
- You must provide proof of purchase (your order number or confirmation email)
- The return must be initiated by contacting our support team first — do not send items back without prior approval

Items that show signs of use, damage caused by misuse, missing components, or items returned without prior authorisation will not be accepted and will be sent back to the customer at their expense.

HOW TO REQUEST A RETURN
To start a return, contact us through the Contact Us page on our store. Include your order number, the reason for your return, and photos of the item in its current condition. Our team will review your request and respond within 2–3 business days. If your return is approved, we will provide you with return instructions.

We do not provide prepaid return labels. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

REFUNDS
Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved, a refund will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to process and post the refund.

If your return is not approved — for example due to signs of use, missing parts, or damage not caused by a manufacturing defect — we will notify you and no refund will be issued.

DAMAGED OR DEFECTIVE ITEMS
If your item arrived damaged or with a manufacturing defect, contact us within 7 days of delivery with photos of the damage. We will review the case and where applicable offer a replacement or refund at our discretion. We do not cover damage caused by improper use, overloading beyond the stated weight capacity, or exposure to conditions outside normal use.

WRONG ITEM RECEIVED
If you received the wrong item, contact us immediately with your order number and a photo of what you received. We will arrange a replacement or refund at no additional cost to you.

SALE ITEMS
Items purchased during a sale or with a discount code are eligible for store credit only, not a cash refund, unless the item arrived damaged or defective.

NON-RETURNABLE ITEMS
The following cannot be returned or refunded:
- Items returned after the 30-day window
- Items showing signs of use or damage from misuse
- Items with missing components
- Items returned without prior authorisation