Refund policy
Hygiene Hub
Last updated: 13 October 2026
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes or modifies those guarantees, or any other right or remedy you have under the Australian Consumer Law. Where anything in this policy is inconsistent with the Australian Consumer Law, the Australian Consumer Law prevails.
What is a major failure?
A product has a major failure when:
- it has a problem that would have stopped you buying it had you known about it;
- it is unsafe;
- it is significantly different from the sample or description shown to you; or
- it cannot easily or quickly be fixed to work as it should.
If there is a major failure, the choice is yours. You may choose a refund, an identical replacement, or to keep the product and ask us for compensation for the drop in value. You do not have to accept a repair or a replacement if you would rather have a refund.
If the failure is not major, we will choose between repairing the product, replacing it, or giving you a refund, and we will do so within a reasonable time.
Consumer guarantees apply beyond any stated period
The consumer guarantees are not limited by any warranty period, any return window in this policy, or the passage of time. They apply for as long as is reasonable to expect given the price of the goods, what they were described as, and how they are meant to be used. Our 30-Day Money Back Guarantee below is in addition to your Australian Consumer Law rights, not a replacement for them, and it does not shorten your rights.
30-Day Money Back Guarantee
Trying Grip-X for the first time? If it is not right for you, our 30-Day Money Back Guarantee gets your money back. It sits on top of your Australian Consumer Law rights, not in place of them.
- Who it covers: first-time customers aged 18 or over who buy directly from hygienehub.au.
- What it covers: one single box of Grip-X, one single starter box of gloves, or the first order of a Set & Forget subscription.
- What it does not cover: bundles, value or multi-box packs (for example 6 or 10 box packs), and repeat (second and later) subscription orders. Those are covered by the returns rules below and by the Australian Consumer Law.
- When: within 30 days of the purchase date on your receipt, or within 60 days for the first order of a Set & Forget subscription.
- How: email info@hygienehub.au with your full name, contact number, order number and the email address you ordered with.
- Postage: if we ask you to send the product back under the Guarantee, we pay the return postage.
The full terms are on our 30 Day Money Back Guarantee page.
Returns for the wrong size or product you ordered
If you ordered the wrong size or product and the Guarantee above does not apply, contact us first and we will arrange a return or exchange.
- Returned goods must be unopened and in re-sellable condition, for hygiene reasons.
- You pay the return postage for a size or product you chose.
- If the item is faulty, damaged, or not what you ordered, we pay the return postage (see below).
Free items, bonus packs and gifts
If your order included a free pack, a bonus item or a gift with purchase, please return it with the goods you are returning. If you are keeping part of the order and the remaining order no longer qualifies for the free item, we will either ask for the free item back or deduct its normal retail price from your refund. We will tell you which before we process anything.
Shipping protection — lost or damaged parcels
If your parcel is lost in transit or arrives damaged, we resend it free of charge. You do not pay again, and you do not pay freight on the replacement.
Tell us within a reasonable time of the expected delivery date and we will take it from there. We deal with the carrier — chasing the courier is our job, not yours.
If you would prefer a refund instead of a resend, say so and we will refund you.
How to start a return or claim
- Email info@hygienehub.au or call +61 450 077 585.
- Tell us your order number and what went wrong. A photo helps for damage or a fault, but it is not essential.
- We will tell you whether we need the goods back and, where we pay the postage, send you a prepaid return label or reimburse your postage.
Do not send anything back before contacting us — we may not need the goods returned at all, and we would rather save you the trip to the post office.
When your refund arrives
Refunds go back to the original payment method.
We process refunds as soon as practicable once your claim is approved, or once we receive the returned goods where we have asked for them back. Please allow approximately 2 to 3 weeks in total; your bank or card issuer then posts the money to your account, which is outside our control.
For faulty, damaged or incorrect goods we also refund any shipping you paid on the original order.
Faulty, damaged or incorrect goods
If goods arrive faulty, damaged, or are not what you ordered:
- There is no time limit of ours to worry about. Contact us and we will sort it out.
- You do not pay return postage.
- You do not have to have the original packaging.
- If the problem is a major failure, you choose between a refund and a replacement.
If you think the product failed in use
Nitrile gloves are a consumable. Normal wear through use is not a fault. But if gloves tear, split or degrade in a way that is not reasonable for the duty level you bought and the job you described, that is a quality problem — tell us, and the consumer guarantees apply.
Cancelling a subscription
You can skip, delay, change or cancel a Set & Forget subscription at any time, with no fee and no minimum term, from your account or by contacting us.
- Cancelling stops future deliveries. It does not automatically refund an order already shipped, but the Guarantee (for a first subscription order) and your Australian Consumer Law rights still apply to those orders.
- If an order has already been processed when you cancel, contact us and we will do our best to stop it before it leaves the warehouse.
Cancelling or changing an order before it ships
We dispatch from our Melbourne warehouse quickly, so contact us as soon as possible. If the order has not been picked, we will change or cancel it. If it has already gone, use the returns process above.
If you are not happy with how we handled it
Contact us first — we would rather fix it ourselves.
If we cannot resolve it between us, you can contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
Contact us
Hygiene Hub
Unit 10/11 Rockfield Way, Ravenhall VIC 3023, Australia
Email: info@hygienehub.au
Phone: +61 450 077 585
Web: hygienehub.au