Refund policy

At The Heartmaker, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to make it right.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives. If your item is faulty, damaged, significantly different from its description, or you receive the wrong item, please contact us as soon as possible.

Where possible, please include your order number and photographs showing the issue so we can assess it promptly.

Depending on the circumstances, we may offer a replacement, refund or another appropriate solution. Nothing in this policy limits your rights under the Australian Consumer Law.

Change of Mind Returns

We accept change-of-mind return requests made within 30 days of receiving your order, provided the item is unused, unworn and in its original condition and packaging where reasonably possible.

Please contact us before returning an item. Returns sent without first contacting us may not be accepted.

Unless the item is faulty, damaged, incorrect or otherwise covered by your rights under Australian Consumer Law, return postage costs are the responsibility of the customer. Original delivery charges are generally non-refundable for change-of-mind returns.

Items That Cannot Be Returned for Change of Mind

For hygiene, safety or personalised-product reasons, some products may not be eligible for change-of-mind returns. These may include personalised or custom-made products, certain personal-care items, earrings where hygiene seals have been removed, and gift cards.

This does not affect your rights if an item is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Handmade & Made-to-Order Products

Some Heartmaker products are handmade or made to order. Small variations in colour, shape, texture or finish may occur and are part of the individual nature of handmade products.

Personalised or custom-made products cannot generally be returned for change of mind. However, if your product is faulty, damaged or does not match what you ordered, please contact us.

Refunds

Once an approved return has been received and assessed, we will let you know the outcome. Approved refunds will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund.

Cancellations

If you need to cancel an order, please contact us as soon as possible. We will try to accommodate your request, but orders that have already been processed, dispatched or entered production may not be able to be cancelled.

Contact Us

For return, refund or order enquiries, please contact:

The Heartmaker
Email: hello@theheartmaker.com.au