Returns Policy

This policy applies to purchases made from Heavenly Heroes via either our retail store or our website, heavenlyheroes.com.au

 

  1. General 

We offer refunds and replacements in accordance with the Australian Consumer Law (ACL) and on the terms set out in this policy. 

 

  1. The Australian Consumer Law 

The ACL provides consumer guarantees which protect consumers when they buy products and services. Heavenly Heroes​ complies with the ACL. If there is any inconsistency between this policy and the ACL, then the ACL will prevail. Further information about the ACL and the consumer guarantees is available on the Australian Competition and Consumer Commission website. 

If a product or service purchased from us has a major failure, then you may be entitled to a replacement or refund. 

If a failure with the product or service does not amount to a major failure, you may be entitled to have the product replaced, the service redelivered, or the cost refunded. 

In the event that a product purchased fails to meet one or more consumer guarantees under the ACL, we shall bear any cost of shipping the returned product back to us, as well as any cost of shipping any repaired or replacement product.  

 

  1. Change of mind 

If you receive the product or service you have purchased in good order but change your mind, we may at our discretion offer you a refund or exchange, provided that: 

  1. you notify us within 3 days of receipt; 

  1. the product has not been used or damaged;  

  1. the product is returned in its original packaging and tags; and 

  1. the product is returned with the original receipt. 

 

  1. Products damaged during delivery 


     In the event that a product ordered has been damaged during delivery through no fault of your own, please contact us as soon as possible. 

Any damaged product must be returned unused and in the condition in which it was received, together with any packaging and other items received with the damaged product. 

We will arrange to collect the damaged product and offer to replace it, or to refund you, provided that you have contacted us within 24 hours of delivery of the damaged product. 

 

  1. Response Time 

We aim to process any requests for replacements or refunds within 7 days of receipt.  

 

  1. Refund payments  

We pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. 

To be eligible for a refund or replacement, you must provide proof of purchase to our reasonable satisfaction and may be required to provide identification. 

Refunds for services will only be provided in circumstances where the services have not yet been performed. 

If we agree to provide a refund or exchange for change of mind, then you are responsible for the costs of the original product being returned and any exchange product being delivered. 

 

  1. Contact Us 

For all enquiries, or if you wish to speak to us about this policy or about any refund or replacements, please contact us at [email protected].