30-Day Returns & Money-Back Guarantee
Our Commitment to Your Satisfaction
At Hevea Australia, we stand behind every natural rubber baby product we sell. If you're not completely satisfied with your purchase, we're committed to making it right. Our hassle-free refund policy ensures your peace of mind when shopping with us.
Returns & Refunds – 30-Day Guarantee
We accept returns within 30 days of delivery for a full refund or exchange on all Hevea natural rubber products.
Eligibility Requirements for Returns
To qualify for a refund or exchange, items must meet these conditions:
- Unused and Unopened: Items must be in the same condition as received
- Original Packaging: Products must be in original, undamaged packaging
- Proof of Purchase: Include your order confirmation or receipt
How to Start a Return
Initiating a return is simple:
- Contact Us: Email or contact our customer service team with your order number and reason for return
- Receive Instructions: We'll provide detailed return instructions and a return address
- Ship Your Return: Send your item back using a trackable shipping service (at your cost, unless defective)
- Track Your Refund: Monitor your refund status and receive confirmation once processed
Refund Processing Timeline
Here's what to expect:
- Inspection: Upon receipt, we'll inspect your return within 2-3 business days
- Refund Processing: Approved refunds are processed within 5-7 business days
- Payment Method: Your refund will be credited to your original payment method
- Bank Processing: Allow additional 3-5 business days for your bank or credit card company to post the refund
Processing times are estimates and may vary during peak periods.
Return Shipping – Who Pays?
Standard Returns: Customers are responsible for return shipping costs. We recommend using an Australia Post or courier service with tracking to ensure your package arrives safely.
Free Returns: We cover return shipping costs for:
- Defective or damaged items
- Incorrect items received
- Items not as described
Product Exchanges – Easy Size & Product Changes
Need a different size or product? No problem!
Simply contact us to arrange an exchange. We'll work with you to make the process as smooth as possible. Depending on the exchange type, we may waive return shipping costs.
Damaged or Defective Items – Immediate Resolution
Received a damaged or defective Hevea product? We've got you covered.
What to Do:
- Contact us immediately with your order number
- Provide photos showing the damage or defect
- We'll arrange a solution: Replacement or full refund at no cost to you
- Free return shipping: We'll cover all return costs for defective items
We stand behind the quality of our natural rubber baby bottles, bath toys, and pacifiers.
Australian Consumer Law – Your Rights
Under Australian Consumer Law, our goods come with statutory guarantees that cannot be excluded. You're entitled to:
- Replacement or refund for major failures
- Compensation for any other reasonably foreseeable loss or damage
- Repair or replacement if goods fail to be of acceptable quality (for non-major failures)
These rights are separate from our 30-day refund policy and provide you with additional consumer protections.
Refund Policy FAQs
Can I return items after 30 days?
Our standard refund window is 30 days from delivery. However, Australian Consumer Law may entitle you to protection beyond this period for major failures. Contact us to discuss your specific situation.
What if the item is opened or used?
Items must be unused and in original condition to qualify for a standard refund. If the item is defective or damaged, we'll still help—contact us with photos.
Do you offer exchanges without a restocking fee?
Yes! Exchanges for different sizes or products are processed without additional fees (though you may need to cover return shipping for standard exchanges).
How long does a refund take from start to finish?
Typically 10-14 business days from the date you initiate the return (including bank processing time). This may vary depending on your bank.
Can I return items purchased on sale?
Yes, all items are eligible for return within 30 days, regardless of whether they were on sale or full price.
What if my return package is lost in the mail?
We recommend using a trackable shipping service (Australia Post, Sendle, etc.). If your package is lost, you'll have tracking proof. Contact us and we'll work with you to resolve it.
Need Help With Your Return?
Have questions about our refund policy, returns process, or need assistance with an exchange?
Contact Hevea Australia: info@heveaplanet.com.au
Our customer service team is here to help and committed to ensuring your complete satisfaction with every Hevea natural rubber baby product.