Refund policy

Hung Supply — Warranty & Returns

We're proud of the quality of our products, and we’re sure you’ll be well pleased when your Hung Supply order arrives. If for any reason there’s an issue with your order or you’re unsatisfied, we’ll happily accept a return – no sweat.

Lifetime Guarantee — what this means

We stand behind our gear. If your Hung Supply camera bag or camera-carry product develops a manufacturing defect that materially affects its normal function, we will repair, replace, or refund the item — as appropriate — for the functional lifetime of the product under normal use.

Camera straps and wrist straps are covered for 5 years from the date of purchase (not lifetime).

What we cover

Lifetime coverage for manufacturing defects in materials or workmanship that materially affect function (e.g. main zipper failure that prevents use, structural seam failure, strap failure that renders the bag unusable).
Bag straps and main structural components are covered; camera straps and wrist straps are covered for 5 years from the date of purchase.

What we do not cover

Normal wear & tear, cosmetic scuffs, stains, fading.
Accidental damage, misuse, loss, theft, or damage caused by third parties (including airline handling).
Damage from unauthorised repairs or modifications.
Items purchased second-hand or from unauthorised sellers.
Excluded product categories: clothing, hats, books, carabiners, chains, and small accessories.

Who’s covered

The Lifetime Guarantee applies only to the original purchaser and is non-transferable. Keep your proof of purchase (order number or receipt) — you’ll need it to make a claim. We do not require product registration; we rely on your original receipt.

Making a warranty claim — how it works

Email hello@hungsupply.com with: your order number (or proof of purchase), a short description of the issue, and clear photos that show the fault.
We’ll acknowledge your claim within 2-4 business days. After assessment, we’ll instruct you whether to return the item and provide a return label if applicable. We aim to resolve accepted claims (repair/replace/refund) within 2-4 weeks of receiving the product, though international logistics may add time and timelines may vary.

Worldwide claims & shipping

We accept warranty claims worldwide.
Australia (domestic) — for accepted warranty claims we provide a prepaid return label.
United States — we cover return shipping and coordinate repairs via our US distribution partner. Follow the instructions we provide when your claim is accepted — do not ship until you have pre-approval.
Other international customers — do not ship until you have pre-approval. Before you ship, you must contact hello@hungsupply.com for return instructions, an RMA and guidance on estimated reimbursement or return postage. Returns sent without pre-approval may be delayed or denied and will not be eligible for automatic reimbursement.

RMA = Return Merchandise Authorisation — an order-specific reference we issue to match returns to claims.

Important shipping notes

Contact us first for pre-approval and – returns sent without pre-approval may be delayed or not accepted.
Always ship with tracking and keep your postage receipt. Hung Supply will not reimburse untracked or uninsured shipments.
On customs paperwork, use wording: “Warranty return — no commercial value / not for resale” and include the RMA/order number on the commercial invoice to reduce customs risk. We’ll advise if any additional paperwork is needed for your region.
If return postage + repair cost is likely to exceed the product’s retail value (e.g., high postage to/from remote countries), we may offer an alternative resolution (such as a refund, replacement without return, or repair assessment via photos) instead of requiring you to ship the item.

Repair-first approach

We prioritise repair to reduce waste and get you back shooting faster:

In-house repairs are our first option. If we can repair your item, we’ll do so and return it to you.
If repair isn’t practicable, we’ll replace the product or issue a refund (whichever is appropriate).
In exceptional cases where in-house repair isn’t possible, we may approve an external repair and reimburse up to AUD $75 (approx. US$50) for a pre-approved third-party repair — only when approved in advance and on receipt of an invoice.

Low-value rule (practical economics)

If the estimated cost to return and repair an item would exceed 75% of the product’s current retail price, we may offer a resolution that avoids return shipping — for example a partial refund, replacement, or repair-by-photos — whichever is most practical and fair.

Example: Rein Rope Camera Strap: $49.99 / Shipping $38.00 = low-value rule.

Required documentation for reimbursement (if applicable)

When we reimburse postage or third-party repairs we require:

RMA / order number referenced on all paperwork
Proof of postage with tracking number
Original postage invoice or receipt (showing amount paid)
For third-party repair reimbursements: original repair invoice (must match pre-approved estimate)

Turnaround expectations

Acknowledgement of claim: within 2-4 business days.
Resolution (repair/replace/refund): aim for 2–4 weeks from receipt of the product. International returns may take longer and timelines may vary depending on volume, shipping, or complexity.

Consumer law & jurisdiction

This Guarantee is in addition to your rights under the Australian Consumer Law. Nothing in these terms limits your statutory rights. Customers outside Australia may also have additional rights under local consumer protection laws which are not limited by this policy. This policy is governed by the laws of New South Wales, Australia.

Our Return Policy — 30 days (change of mind)

We have a 30-day return policy — you have 30 days after receiving your item to request a return for change of mind. To be eligible your item must be in the same condition you received it: unworn or unused, with tags, and in its original packaging. We’re talking mint condition / resellable. You’ll also need the receipt or proof of purchase. To start a return, email hello@hungsupply.com. If your return is accepted, we’ll send instructions and details on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return shipping is paid by the customer unless otherwise approved and authorised. You can always contact us for any return questions at hello@hungsupply.com — we’re always down to help.

Damages and Issues

Please inspect your order when it arrives and contact us immediately if an item is defective, damaged or you received the wrong item. Send clear photos and your order number to hello@hungsupply.com so we can evaluate and make it right.

Exceptions / Non-returnable items

Certain items cannot be returned for change of mind:

Digital/downloadable goods and film
Personalised or custom orders (special orders)
Sale items and gift cards
Clothing, hats, merch, books, carabiners, chains and small accessories are excluded from the Lifetime Guarantee (see Warranty above) and may have shorter or no warranty terms.
If you’re unsure about a specific item, just ask — hello@hungsupply.com.

Exchanges (If Applicable)

As an eCommerce business, we don't usually offer typical exchanges for change of heart, mind etc. If you would like to exchange your product in its original condition, please follow the return procedures outlined above. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. In the case of an exchange, you will be responsible for return postage unless otherwise authorised. For any and all exchange enquiries, please drop us a line at hello@hungsupply.com.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know if the refund has been approved. If approved, we’ll automatically refund to the original payment method. Please remember it can typically take 5-10 days for your bank or card issuer to process the refund. Shipping costs are non-refundable unless the return is accepted under our Warranty (see above).