Return & Refund Policy

Last Updated: September 05, 2025

Thank you for your recent purchase from Heartbeat.
At Heartbeat, we aim to ensure every experience with us is seamless and exceptional.

1. Our Commitment to You

At Heartbeat, we take pride in the quality of our products and want you to feel completely confident when shopping with us. We are committed to ensuring every customer experience is a positive one.

We stand behind the goods and services we provide, and as part of our commitment to you, we fully comply with our obligations under the Australian Consumer Law (ACL). Whether you have received something that isn’t quite right or you have changed your mind, we are here to help resolve things fairly, promptly and respectfully.

2. Consumer Guarantees

In addition to this return policy, customers are automatically entitled to certain protections under the ACL, known as Consumer Guarantees, which apply to all goods and services purchased from HeartbeatThese rights also extend to you if you receive the goods or services as a gift, because you have the same rights as the person who purchased them.

3. Manufacturing Faults, Delivery Damages, or Received Incorrect Item

We take the quality of our stock very seriously and have set measures in place to make sure that things like this don’t happen.

Occasionally a faulty/incorrect item will slip through the cracks, so we do apologise if you feel the item is not up to standard.

If you believe an item you purchased is faulty, defective, not of acceptable quality, does not match the product’s description, does not match the sample or demonstration model that we display, please contact us and we will work with you to resolve the issue promptly, in accordance with your rights under the ACL.

Where an item is damaged or destroyed, after the date of supply, through your (or another person’s) misuse, poor maintenance or abnormal use, Heartbeat will not provide a refund, exchange or repair.

4. Change of Mind Returns

We are sure you will enjoy your order, however if for any reason you would like to return your item(s) as a result of a change of mind, we offer the following return options, subject to the conditions below:

1. A $15 restocking fee may apply for returns, exchanges, or refunds requested for change of mind.
Customers are responsible for the cost of return shipping.

2. In the rare event of a return due to an error or fault on our part, the restocking fee will be waived, and we will handle the process promptly and with the utmost care.

3. Returns within 14 days (inclusive) of purchase: eligible for a refund.

 

To be eligible for a change-of-mind return:

·        The item must be returned within the period specified above.

·        The item must be unused, unworn, unwashed, and in original, saleable condition with all original tags, labels, packaging, and accessories intact.

·        A valid proof of purchase must be presented.

This change-of-mind policy is offered in addition to your rights under the Australian Consumer Law (ACL).
If your item is faulty or misdescribed, you may still be entitled to a remedy even if:

·        The item has been used, or

·        It is returned outside the relevant time periods.

5. Excluded Items

Change-of-mind returns are not available for the following:

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

·       Gift cards or vouchers

However, these exclusions do not affect your rights under the ACL. If an item is faulty or does not meet a requirement of a Consumer Guarantee, you are still entitled to a remedy.

6. How to Process Returns

Our online returns process is simple and easy to follow:

Click https://www.theheartbeat.com.au/account  to find the order you wish to return.

·       Click to view the order details.

·       If your item is eligible for return, you’ll see a "Return Item" button.

·       Click the "Return Item" button and follow the steps to submit your return.

Existing customers can also log into their account and:

·       Go to their user dashboard,

·       Select the order they wish to return,

·       And follow the same return steps if eligible.

All returned items will be assessed and must be in their original condition and packaging with tags still attached.

7. Refund Method

 Approved refunds are issued to the original payment method. Allow 5–7 business days after we receive and inspect the return.

Need Help?

If you are unsure whether your item qualifies for return, or if you have experienced a delivery issue or fault, our customer care team is here to help.

Contact us at Contact@theheartbeat.com.au for assistance.

8. Intellectual Property

• All content on this website, including text, images, logos, designs and trademarks, is owned by Heartbeat or its licensors.
• Unauthorised use, reproduction, or distribution of our content is prohibited.

9. Limitation of Liability

•          To the maximum extent permitted by law, Heartbeat excludes all liability for damages arising from use of the website or products.
•          We do not guarantee the website will be error-free or uninterrupted.

10. Privacy

We respect your privacy and handle your personal data according to our Privacy Policy, which is incorporated into these Terms by reference.

11. Changes to Terms

·       Heartbeat reserves the right to update or modify these Terms at any time without prior notice.

·       Continued use of the website after changes constitutes acceptance of the new Terms.

12. Governing Law                                                                                       

·       These Terms are governed by the laws of Victoria, Australia.

·       Any disputes will be resolved in the courts of Victoria.

13. Contact Us

If you have questions about these Terms or need assistance, please contact us at:
Email: Contact@theheartbeat.com.au