Returns Policy

14-Day Returns

For all change of mind (non-faulty) returns, you have 14 days from the date of receiving your order to initiate the returns process for a refund.

If more than 14 days but less than 30 days have passed since you received your order, we are only able to offer a store credit to the value of the returned items.

If more than 30 days have passed, we are unable to offer a returns option.

Please note that we do not offer change of mind returns for custom orders.

Our Returns policy does not exclude or replace your rights given under the Australian Consumer Law and regulations.

Heart Handles, at its absolute discretion, reserves the right to not offer an exchange or refund if you change your mind.

Eligibility

To be eligible for a refund, your item(s) must meet all of the following criteria:

• In their original condition

• In their original packaging (including all mounting hardware, fixing screws, accessories and protective wrapping)

• Unused / Uninstalled

• Unmodified

• Undamaged

Returns Process

Return postage costs are at the customer's expense, and remain the customer's responsibility.

We recommend you return your order with insurance. Please hold on to your proof of postage until we have received your return.

All items undergo strict quality/quantity checks upon being received by us. Upon successful inspection, your refund will be processed. Please allow up to 10 days for the funds to appear in your account.

Should you need any assistance with our returns process or receiving your refund, please email info@hearthandles.com.au.

To initiate a return, click the below button:

Create a Return

Issue with your order*

If there is any issue with your order upon receival, notify us within 48 hours of receiving the item by filling out the form below so we can help you rectify the issue as soon as possible.

Exchanges

We do not offer exchanges. If you wish to swap an item for a different style, finish or size, please place a new order, and return your original order in accordance with our Returns Policy.

Cancellations and Order Rejections

A 5% cancellation fee will be charged if the order has not been dispatched yet.

Shipped orders cannot be cancelled.

Orders are not refundable if the package is rejected by the receiver for any reason.

*To report issue with your order, follow the below steps:

Step 1:
Submit this form within 48 hours after receiving your order.

Step 2:
Once submitted, we'll contact you within 48 hours for photographic evidence (if applicable), and a resolution.

Note:
If you haven't heard from us after 48 hours of submitting this form, please notify our relevant team at info@hearthandles.com.au to ensure your issue is reported in time.

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