Returns & Refunds Policy

At Heft, we want you to be happy with your purchase. Please read our Returns & Refunds Policy carefully before submitting a return request.

30 Day Returns

We accept change of mind returns within 30 days of delivery.

To be eligible for a change of mind return:

• Your return request must be submitted within 30 days of delivery
• The item must be unused, unworn and unwashed
• The item must be in its original condition and suitable for resale
• All original tags, packaging and accessories must be included
• The item must not show signs of wear, sweat, odour, stains, marks, damage or misuse
• Proof of purchase must be provided

Approved change of mind returns will be issued as store credit only.

We do not provide refunds to the original payment method for change of mind returns.

Customers are responsible for all return shipping costs associated with a change of mind return.

Original shipping charges are non refundable.

We strongly recommend using a tracked shipping service when returning your order. Heft is not responsible for returned parcels that are lost, damaged or not received while being sent back to us.

All returns must be approved before being sent back. Returns sent without prior authorisation may be refused or returned to the sender.

Store credit will only be issued once the returned item has been received, inspected and approved.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it is delivered.

If your item arrives damaged, defective, incorrect or with any components missing, please notify us through our Contact Page within 48 hours of delivery.

Your request should include:

• Your order number
• A description of the issue
• Clear photos or videos showing the issue
• Photos of the packaging where applicable

Reporting an issue within 48 hours allows us to investigate delivery damage, incorrect items and apparent defects as quickly as possible.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, Heft will cover the reasonable cost of return shipping and provide an appropriate remedy.

Depending on the circumstances, this may include a repair, replacement or refund in accordance with your rights under Australian Consumer Law.

Where a return is required, we will provide return instructions and, where appropriate, a prepaid return label.

The item may need to be returned and assessed before a remedy is provided.

48 Hour Defect Notification

Customers are requested to notify Heft of any damage, defects, missing items or incorrect items within 48 hours of delivery through our Contact Page.

This allows us to confirm whether damage occurred during shipping and resolve the issue promptly.

The 48 hour notification period does not exclude, restrict or modify any rights you may have under Australian Consumer Law.

What Is Not Considered a Product Defect

The following will generally not be considered manufacturing defects:

• Normal wear and tear
• Damage caused by misuse or improper use
• Accidental damage
• Damage caused by failing to follow product instructions
• Cosmetic damage caused after delivery
• Damage caused by incorrect washing or cleaning
• Damage caused by alterations or modifications
• General deterioration resulting from normal use

This does not affect any rights you may have under Australian Consumer Law.

Return Shipping

For change of mind returns, all return shipping costs are the responsibility of the customer.

For products confirmed to be faulty, damaged or incorrectly supplied, Heft will cover or reimburse reasonable return shipping costs where required.

If an item is returned as faulty and, following assessment, no fault is found or the issue is determined to have resulted from misuse, accidental damage, normal wear and tear or another circumstance not covered by Australian Consumer Law, the customer may be responsible for applicable shipping costs.

Store Credit

All approved change of mind returns are issued as store credit only.

Store credit will be calculated based on the amount actually paid for the returned product.

Original shipping charges are not included in the store credit amount.

Any discounts, promotional codes or other reductions applied to the original order will be reflected in the value of the store credit issued.

Store credit will only be issued after the returned product has been received and successfully inspected.

Return Inspection

All returned products are inspected before store credit, replacement or another applicable remedy is processed.

For change of mind returns, we reserve the right to reject a return if the item:

• Has been worn or used
• Has been washed
• Shows signs of sweat or body odour
• Has perfume, deodorant or other noticeable odours
• Is stained, marked, dirty or damaged
• Is missing tags, packaging, accessories or components
• Has been modified or altered
• Is not in a condition suitable for resale
• Is returned outside the 30 day return period

These restrictions apply to voluntary change of mind returns and do not limit any rights you may have under Australian Consumer Law.

Australian Consumer Law

Our Returns & Refunds Policy operates in addition to 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 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 Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded.

How to Request a Return

All return requests must be submitted through the Contact Page on our website.

Please include:

• Your order number
• The reason for your return
• Details of any issue with the product
• Clear photos or videos where the product is damaged, faulty or incorrect

For change of mind returns, your request must be submitted within 30 days of delivery.

For products that arrive damaged, defective, incorrect or incomplete, please contact us within 48 hours of delivery.

Once your return request has been reviewed and approved, we will provide you with return instructions.

Do not send any products back before receiving return authorisation from Heft.

Unauthorised returns may be refused or returned to the sender.