Refund Policy

Returns & Refunds Policy

We want you to love our products, and we stand by the quality of everything we create.

Please read our return policy carefully, as it applies to all purchases, including sale items.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

 

❌ Change of Mind

 

Due to the nature of health and wellness products, we do not offer refunds or exchanges for:

  • Change of mind

  • Dislike of taste, smell, or texture

  • Personal results not meeting expectations

  • Incorrect selection

Cancellations Due to Medical Advice
Please note that we do not offer refunds or cancellations if you choose to cancel your order due to personal or medical advice after purchase.

This includes orders that have not yet been dispatched. All purchases are final unless the product is faulty, not as described, or otherwise eligible under Australian Consumer Law.

We strongly recommend consulting with a healthcare professional prior to purchase if you have any concerns about product suitability.

Seasonal changes:
Our all-natural ingredients may vary slightly with the changing seasons, affecting the flavour, colour, texture, and aroma. But rest assured, any differences are minimal and won't compromise the quality of our product. Enjoy the subtle uniqueness that organic herbs have to offer!

Exceptions / Non-returnable Items
For health and safety reasons, we cannot accept returns on opened, used, or perishable items, unless the product is faulty or not as described.

If you have any concerns about your order, please contact us so we can assist you in line with your rights under Australian Consumer Law.

* Please note we do not offer money back guarantees, Individual results may vary. Always refer to our Medical disclaimer and seek advice from your OWN medical professional prior to using any of our products. 

 

✅ Faulty, Damaged or Incorrect Products

 

Under the Australian Consumer Law, you are entitled to a replacement or refund if a product:

  • Is faulty, damaged or unsafe

  • Does not match the description

If this applies, please contact us within 7 days of receiving your item, with a photo and description of the issue. If approved, we may offer you a refund, replacement, or store credit — your choice.

Exceptions / Non-returnable Items
For health and safety reasons, we cannot accept returns on opened, used, or perishable items, unless the product is faulty or not as described.

If you have any concerns about your order, please contact us so we can assist you in line with your rights under Australian Consumer Law.

 

🛍️ Sale Items

 

Products purchased on sale are still covered by consumer guarantees. If a sale item is faulty, damaged or misdescribed, you are entitled to a refund, store credit or replacement — just like full-price items.

Exceptions / Non-returnable Items
For health and safety reasons, we cannot accept returns on opened, used, or perishable items, unless the product is faulty or not as described.

If you have any concerns about your order, please contact us so we can assist you in line with your rights under Australian Consumer Law.

🔄 Order Cancellations & Refunds

We understand that circumstances can change, and we aim to support our customers as best we can. Please review our cancellation and refund policy carefully.

Cancelling an Order (Before Shipment)

If you wish to cancel your order before it has been shipped, please contact us as soon as possible at sales@healthheiress.au.

We accept cancellations prior to dispatch; however, a 5% cancellation fee will be applied to cover processing, merchant fees, and administrative time. This fee will be deducted from your refund amount.

If your order has already been packed or is in the process of being shipped, cancellation may no longer be possible. In such cases, our standard returns policy will apply (see below).

Returns for Change of Mind (After Shipment)

Due to the nature of our products, we do not offer refunds or exchanges for change-of-mind purchases once items have been dispatched. This is in line with Australian Consumer Law, which allows businesses to apply reasonable exclusions for health, hygiene, and safety reasons, especially where products have been opened, used, or are perishable.

If a product is faulty, damaged, or not as described, you are entitled to a remedy under Australian Consumer Law. Please notify us within 5 business days of receiving your order so we can assist you.

If you have any concerns about your order, please contact us so we can assist you in line with your rights under Australian Consumer Law.

 

💬 Need Help?

To begin a return or lodge a fault, email us at sales@healthheiress.au with your order number, product name, and issue.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If your return meets the conditions for a refund under Australian Consumer Law (e.g. the item is faulty, not as described, or unfit for purpose), your refund will be approved and processed via your original payment method.

Please note that while we issue refunds promptly, it may take several business days for your bank or credit card provider to finalise and display the refund in your account.

Damaged Parcels

If your order arrives damaged, please contact us within 5 business days of delivery at sales@healthheiress.au.

To help us process a solution quickly, please include:

  • Your order number

  • Photos of the damaged item(s)

  • Photos of the packaging and shipping label

Please note: While we use trusted carriers, shipping damage can occasionally occur, and we’ll always work to resolve the issue promptly and fairly. While we do our best to resolve all issues promptly, we reserve the right to assess claims made outside of this window on a case-by-case basis.

Lost Parcels
If your parcel has not arrived within the expected delivery timeframe and is confirmed lost by the carrier, please contact us within 5 business days at sales@healthheiress.au with your order details.

We will investigate the issue in accordance with Australian Consumer Law.

While we do work closely with Australia Post and other shipping partners, your satisfaction is our responsibility. While we do our best to resolve all issues promptly, we reserve the right to assess claims made outside of this window on a case-by-case basis.