Refund policy

HeimBlanc.com Returns & Refunds Policy

At HeimBlanc.com (Heim Blanc), our goal is to provide quality products and a smooth shopping experience. We want every customer to feel confident when ordering from us, and this policy outlines your rights and our processes.

1. Your Rights Under the Australian Consumer Law

All products sold by HeimBlanc.com come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Under the ACL:

  • You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
  • You are entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the issue does not amount to a major failure.

What this means for you:

  • Major Fault: If your item has a major failure (for example, it is significantly different from the description, unsafe, or substantially defective), you may choose a full refund or a replacement.
  • Minor Fault: If the problem is minor, we may offer a repair within a reasonable timeframe. If the item cannot be repaired, or is not repaired within a reasonable time, you may choose a replacement or refund.

These rights do not have a set expiry period and we will always honour your entitlements under the ACL.

2. Our 30-Day Change of Mind Guarantee

We understand that sometimes a product may not be the right fit. To make shopping with us simple and risk-free, we offer a voluntary 30-day change-of-mind return policy.

Timeframe

You have 30 days from the date you receive your order to request a return for change of mind.

Condition of Returned Items

Returned products must be in:

  • original condition
  • unused and undamaged
  • free from marks, scents, or signs of wear
  • complete with all original packaging and accessories

Products that show use, damage, or wear may not be eligible for a refund.

Costs

  • Customers are responsible for return postage costs.
  • A 20% restocking fee applies to change-of-mind returns to cover inspection, handling, and repackaging.
  • Original shipping fees are non-refundable.

Refund Process

Once we receive and inspect your return, your refund will be issued to your original payment method, minus the restocking fee. Please allow 5–7 business days for processing.

3. How to Start a Return

To begin any return request (whether under the ACL or our 30-day guarantee), please follow these steps:

Step 1: Contact Us

Email heimblanc.au@gmail.com with:

  • your order number
  • the product name
  • reason for return
  • clear photos if the item is faulty

Step 2: Receive a Returns Authorisation Number

We will provide instructions and a Returns Authorisation (RA) number. Returns sent without an RA number cannot be processed.

Step 3: Send Your Return

Return the item in its original packaging, clearly including the RA number inside the parcel. We recommend using a tracked and insured shipping method, as HeimBlanc.com cannot be responsible for lost returns.

4. Exceptions and Important Information

Final Sale or Personalised Items

Products that are customised, personalised, or marked as final sale cannot be returned unless faulty under ACL rights.

Hygiene and Safety

For safety and hygiene reasons, we cannot accept returns on used products for change-of-mind reasons. Items returned in unsanitary or damaged condition will be refused and returned to you at your cost.

Faulty or Incorrect Items

If you receive an incorrect item or believe your product is faulty, please contact us immediately. In these cases, we will cover the return shipping costs and provide a replacement or full refund.

Contact Us

If you have any questions about this policy or need help with a return, please contact us at:

Email: heimblanc.au@gmail.com

We're here to help and will respond as quickly as possible.

Last Updated: [1/1/2025]

Company Details:
Heim Blanc (HeimBlanc.com)
ABN: 29 775 172 639
240 Ben Boyd Road, Cremorne 2090, NSW. Australia.