Legal

Privacy Policy

Hana Rock collects personal information — including your name, delivery address, email address and phone number — solely to process and deliver your order, respond to your enquiries, and improve your shopping experience. We only collect what we need to serve you.

We do not sell, rent or trade your personal information to third parties. Your details are shared only with the service providers required to fulfil your order — for example, our payment processor and delivery couriers.

Payments are processed securely by Stripe. We never see or store your full card details. Your order and account data are stored in Firebase (Google Cloud), protected by industry-standard security measures.

You may request access to, correction of, or deletion of the personal information we hold about you at any time by contacting us at support@hanarock.com.au.

Returns & Refunds

Faulty or defective items

If your item arrives with a genuine fault or defect, we will happily provide a refund. Please contact us at support@hanarock.com.au within 14 days of receiving your order, including your order number and clear photos of the fault. Once approved, we will refund the cost of the item to your original payment method.

No exchanges

As every piece is handmade in small batches, we are unable to offer exchanges. If there is an issue with a faulty item, we will process a refund rather than a replacement or swap.

Change of mind

Because our products are handmade and often made to order, we do not accept returns or refunds for change of mind. Please choose carefully and reach out with any questions before ordering.

Handmade variations

All items are handmade and unique — slight variations in colour, texture and the placement of climbing holds are expected and are part of their charm. These natural variations are not considered defects.

Terms & Conditions

All bags and accessories are handmade and unique. Slight variations in colour and the placement of holds are expected and are part of the charm.

In-stock colours typically ship within a few days. Pre-order items are made especially for you and will be shipped within approximately 2 weeks of order placement. We will notify you by email when your order is dispatched.

Prices are listed in Australian Dollars (AUD) and include applicable taxes unless stated otherwise. We reserve the right to update prices and product availability at any time.

Once dispatched, delivery times depend on the courier and are outside our control. Please ensure your delivery details are correct at checkout, as we are not responsible for orders lost due to an incorrect address.

Business Details

Hana Rock is an independent Australian-owned small business that designs and handmakes climbing accessories. Every order is made, packed and shipped by us here in Australia.

Questions?

If you have any questions about these policies, your order, or anything else, please get in touch at support@hanarock.com.au. We're always happy to help.