At Heka Hoods, we strive to provide you with high-quality products that meet your expectations. However, we understand that in some cases returning the product may be needed.  We accept returns subject to the terms and conditions, which have been extracted from the full Terms and Conditions. 

 

11.1 We will accept the return of any Goods if:

(a) the Goods supplied do not conform with the contract for supply;

(b) the Goods are defective; or

(c) we are required by law to accept the return of the Goods.

11.2 At our discretion, we may accept the return of Goods if you change your mind if:

(a) you agree to:

(i) pay the lesser of a handling and administration charge of 20% of the purchase price of the returned Goods or $200; and

(ii) reimburse us for all costs we incur in connection with the return of those Goods (except for Goods we have incorrectly supplied or we agree are defective);

(b) the Goods are in substantially the same condition to the condition in which they were delivered and have not been used, modified or altered in any way; and

(c) the Goods were not specifically produced or procured at your request.

11.3 You indemnify and release us from any damage that occurs to any Goods in return transit. You should ensure that any returned Goods are insured against such damage.

11.4 To process any returns, you must notify us in writing within 14 days of delivery or collection, with particulars, of any claim that the Goods delivered are not in accordance with the contract for supply or are defective, and at our request, provide photographic evidence (to our satisfaction) of any alleged defects to the Goods. This clause does not operate to limit any rights that cannot be limited under the Australian Consumer Law. 

Return Process:  To initiate a return, please follow these steps:

1. Contact our customer support team within the 14-day return window to inform them of your intention to return the Goods. You can reach us via email: express@hekahoods.com.au or phone: 07 5406 0886 

2. Provide the necessary details, including your order number, the reason for the return, and any relevant information or evidence regarding the condition of the Goods (including photos of the Goods and packaging).

3. Once your return request is acknowledged, we will provide you with instructions on how to return the Goods, either through in-person drop-off or freight.

4. Upon receiving the returned Goods, we will inspect them to ensure they meet the return criteria. If your return is approved, you may choose between a refund or an exchange. Refunds will be issued using the original payment method used during the purchase. Exchanges will be processed based on product availability.
   

Changes to the Return Policy: We reserve the right to modify or update our return policy at any time. Any changes will be posted on our website, and the revised policy will apply to all purchases made after the date of the policy update.

If you have any further questions or concerns about our return policy, feel free to contact our customer support team for help. We are here to help you.