Refund Policy
Heartfelt Crafts Refund Policy
This Refund Policy ("Policy") applies to all purchases from us, unless stated otherwise.
(1) Customer Satisfaction Is Our Priority
At Heartfelt Crafts, customer satisfaction is our priority.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy map apply in addition to consumer's rights under the ACL.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
(2) Australian Consumer Law
(a) Under the Australian Consumer Law:
Our goods and services come with guarentees that cannot be excluded under australian consumer law. For major failures with the service, you are entitled:
- to cancel your service contract with us;and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage form failure in the goods or service.
(b) We offer refunds, repairs, and replacements in accordance with the ACL.
(c) The ACL provides a set of Consumer Guarantees which protect consumers when the buy products and services.
(d) If the ACL applies, then we cannot avoid the Consumer Guarantees which it prodives. If there is an inconsistency between this Policy and the ACL, the ACL will prevail.
(e) Further information about the ACL and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure ( as defined in the ACL) then you may be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has failure which does not amount to a major failure (as defined in the ACL) then you may still be entitled to have the goods repaired or replaced.
(3) Change Of Mind
We do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.
(4) Exceptions
Not with standing the other provisons of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(5) Shipping Costs For Returns
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the ACL we will bear any costs of shipping the said product (the "Returned Product") back to us, as well as any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repait, replacement or refund under the terms of this Policy ( including under the ACL ) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy ( including under the ACL), then we will organise for the postage, shipping, transportaion or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the ACL) , then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
(6) Response Time.
We aim to process any requests for repairs, replacements or refunds within 14 days of having received the request.
(7) How To Return Products
(a) You may contact us to discuss a return using the details at the end of this Policy.
(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
(d) You May be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
(e) Return address details will be provided upon determining eligibility of refund, repair or replacement.