Last Updated: November 14, 2025

Thank you for choosing Heartbeat. Every piece we create is crafted with intention and we want your experience with us to feel effortless from the start.

1. Our Commitment to You

We take great pride in the quality of our products and the service we deliver. When you add to your collection with Heartbeat, we want you to feel assured, supported and cared for.

We honour all obligations under the Australian Consumer Law (ACL) and are committed to addressing any concern with fairness, efficiency and respect.

2. Consumer Guarantees

In addition to this policy, your purchase is protected by the Consumer Guarantees of the ACL. These rights apply whether the item was purchased directly by you or received as a gift.

3. Manufacturing Faults, Delivery Damages or Incorrect Items

The integrity of our craftsmanship is central to who we are.

If you believe your item is faulty, misdescribed or not of the quality you expected, please contact us so we may review it promptly and provide a suitable remedy in accordance with the ACL.

Items damaged after delivery due to misuse, improper care or abnormal handling are not eligible for refund, exchange or repair.

4. Change of Mind Returns

While we hope your Heartbeat piece resonates with you, we understand that preferences can change.

For change of mind returns, we offer the following:

·       A $15 restocking fee may apply, and return shipping is the responsibility of the customer

·       If the return is due to an error or fault on our part, the restocking fee is waived

·       Returns within 14 days of purchase are eligible for a refund, provided the conditions below are met

To qualify, items must be:

·       Unused, unworn, unwashed and in pristine and saleable condition

·       Returned with all original packaging, tags and accessories

·       Accompanied by valid proof of purchase

This is offered in addition to your rights under the ACL, which may still apply outside these conditions if an item is faulty.

5. Excluded Items

Due to their personalised nature, the following cannot be returned for change of mind:

·       Custom made, personalised, made to order or altered items

·       Gift cards or vouchers

This does not affect your ACL rights if the item is faulty.

6. How to Initiate a Return

Our online return process has been designed for ease:

·       Visit your account at https://www.theheartbeat.com.au/account

·       Select the relevant order

·       If the item is eligible, click "Return Item" and follow the guided steps

Returning customers may also initiate a return directly from their dashboard.

All returned items undergo assessment to ensure they meet the required conditions.

7. Refund Method

Approved refunds will be issued to the original payment method. Please allow 5–7 business days from the time we receive and inspect your return.

8. Intellectual Property

All content on this site including imagery, text, trademarks and design elements belongs to Heartbeat or its licensors.

Unauthorised use, reproduction or distribution is strictly prohibited.

9. Limitation of Liability

To the fullest extent permitted by law, Heartbeat disclaims liability for damages arising from use of this website or its products.

We do not guarantee uninterrupted or error free website operation.

10. Privacy

We respect the confidentiality of your personal information. Our handling of your data is governed by our Privacy Policy.

11. Amendments to These Terms

Heartbeat may update these terms at any time. Continued use of the website signifies acceptance of the revised terms.

12. Governing Law

These terms are governed by the laws of Victoria, Australia.

Any disputes will be heard in the courts of Victoria.

13. Contact Us

For assistance or enquiries, our team is here to help:

contact@theheartbeat.com.au