Returns And Refund Policy

We offer a 14-day change-of-mind return policy, which means you have 14 days after receiving your item to request a return. Australian law does not give consumers an automatic right to return goods bought online simply because they have changed their mind, so this 14-day window is offered voluntarily by us. It is in addition to — and does not limit — your rights under the Australian Consumer Law, which are set out below.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@heaven-melbourne.com.

If your return is accepted, we'll send you instructions on how and where to send your package. For change-of-mind returns you are responsible for the cost of return postage. If your item is faulty, damaged or not as described, you will not be out of pocket — see 'Damages and issues' below. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@heaven-melbourne.com.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 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 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. Where there is a major failure you may choose between a refund and a replacement; where the failure is minor, we may choose to repair the item within a reasonable time. If you have paid to return an item that turns out to be faulty, we will reimburse your reasonable return postage costs, so please keep your receipt.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned for change of mind. For hygiene reasons this includes underwear, swimwear, hosiery and pierced jewellery where the hygiene seal has been removed or the sealed packaging has been opened. It also includes custom or personalised products (such as special orders or personalised items) and personal care goods (such as beauty products). We also do not accept change-of-mind returns for perishable goods, hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept change-of-mind returns on sale items or gift cards. These exclusions apply only to our voluntary change-of-mind policy. They do not limit your rights under the Australian Consumer Law, which continue to apply to every item we sell, including sale items.

EXCHANGES

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. There is no automatic legal right to exchange an item because you have changed your mind; we offer exchanges as part of this voluntary policy. Where an item has failed to meet a consumer guarantee, your rights under the Australian Consumer Law apply instead of this section.

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. Any term that attempted to do so would be void under section 64 of the ACL. Our goods come with consumer guarantees, including that they will be of acceptable quality, match their description, and be fit for any purpose we have told you about (sections 54 to 56 of the ACL). These guarantees apply regardless of any voluntary policy or warranty period and cannot be excluded by this policy or by our Terms of Service. Unlike some overseas jurisdictions, Australian law does not provide a general cooling-off period for online purchases; the 14-day window described above is a voluntary commitment we make to you. We ship only within Australia.

REFUNDS

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refunds are issued in Australian dollars for the amount originally paid. Because we offer free shipping on all orders, no outbound delivery charge is deducted from your refund.
If more than 15 business days have passed since we've approved your return, please contact us at support@heaven-melbourne.com .