Refund Policy 

This Refund Policy ("Policy") applies to the following purchases: made through Heart of Lovelocke's retail outlet, stockist or online via www.heartoflovelocke.au OR Heart of Lovelocke's social media channels.

1.  General

(a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

(b)  Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

(c)   Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2.  Australian Consumer Law

(a)  Under the Australian Consumer Law:

(i)    Our Goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Goods, you are entitled

(A) to cancel the purchase; and

(B) to a refund for the price of the Goods; and

(C) compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

(ii)   If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the Goods within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.

(b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c)   The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy Goods and services.

(d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f)   If a Good or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g)  If a Good or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the Goods repaired or replaced.

3.  Cancellation and Change of Mind

(a)  In the event that you receive the Goods or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

(i)    You notify us within 7 days of receipt.

(ii)   In the case of services, the services have not already been performed.

(iii)  The following conditions are satisfied:

you have a valid proof of purchase / receipt and the Goods are returned in their original condition, unused, unworn, unwashed, and with original packaging. 

4.  Goods Damaged During Delivery

(a) In the event that the Good you ordered has been damaged during delivery:

(i)  Please contact us as soon as possible.

(ii) Any damaged Good must be returned in the condition in which it was received, together with any packaging and other Goods which you received with the damaged Good.

(b)  We will arrange to repair or collect the damaged Good and replace it with an equivalent Good, or to refund it, provided that you have contacted us within 7 days from the date of receiving the Good. 

5.  Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a Good or service purchased by you if:

(a)  You misused the said Good in a way which caused the problem.

(b)  You knew or were made aware of the problem(s) with the Good 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 Good, against our advice, or you were unclear about what you wanted.

(d)  Heart of Lovelocke does not accept returns or provide refunds for Goods that are sold 'as-is' eg. Display Goods, samples or Goods of a personal nature eg. jewellery, underwear or novelty Goods, unless they are deemed to be faulty. Goods 'sold-as' may have fair wear and tear and are not deemed as faulty.

(e)  Heart of Lovelocke does not accept returns or provide refunds for Goods that are ‘made to order’. Goods 'made to order’ may have slight variations to samples or imperfections due to the handmade nature, fabric, dye batch, materials or embellishments etc that are used when making and are not deemed as faulty or damaged.

(f)   Any other exceptions that apply under the Australian Consumer Law.

6.  Shipping Costs for Returns

(a)  In the event that a Good you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said Good (the "Returned Good") back to us, as well as any cost of shipping any replacement Good to you.

(b)  If the Returned Good can easily be shipped or returned, then you are responsible for organising for the Returned Good to be returned to us. If the Returned Good is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Good.

(c)  If the Returned Good 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 Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Good, at our cost.

(d)  In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Good, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Good.

7.  Response Time

(a)  We aim to process any requests for repairs, replacements or refunds within 7 days of receipt.

8.  How to Return Goods

(a)  You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.

(b)  Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

(c)  To be eligible for a refund, repair or replacement, you must provide proof of purchase.

(d)  You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9.  Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at heartoflovelocke@gmail.co