Refund and Returns Policy for Online Purchases

1.             General information

1.1          This Refund and Returns Policy applies to online bear and accessories purchases made via the Business with a Heart website only. Any transactions conducted in a physical store or marketplace are subject to their independent policy which should be confirmed at the time of purchase.

1.2          Subject to the terms below, you may be entitled to a refund or replacement of your bear and/or accessories if:

(a)           the wrong item is delivered;

(b)           the item is damaged in transit; or

(c)           there is a problem with the item.

1.3          Returns can only be accepted by our Warehouse, located at c/ Storage King Dee Why (Attention: Tania Mastroianni), 75 South Creek Road, Cromer New South Wales 2099 by drop off or by posting the goods by Australia Post standard post to this address.  

1.4          The provisions of this Policy are subject to any rights and remedies under the Australian Consumer Law. You may be entitled under the Australian Consumer Law to a refund and/or compensation in certain circumstances (for example following a delay or cancellation) if this constitutes a breach of the Consumer Guarantees. Whether there has been a breach of the Consumer Guarantees depends on the circumstances, including, for example, factors such as the reason for any delay or cancellation, the length of any delay, and whether we remedied the delay or cancellation.  We are not required under the Australian Consumer Law to provide you with a refund if you change your mind.

1.5          This Policy will not apply to the extent that it excludes, restricts or modifies the protections or Consumer Guarantees available under the Australian Consumer Law.

2.             Change of mind returns

2.1          You will not be entitled to a refund or replacement of an item if you change your mind about the product you purchased. 

2.2          Please note the policy details outlined below are applicable for online bear and accessories purchases via our website only. Any transactions conducted in a physical store or marketplace are subject to their independent policy which should be confirmed at time of purchase. 

3.             Wrong item delivered 

3.1          If the bear or accessories you receive does not match the item you ordered, you are entitled to a replacement or a refund provided you let us know within 5 business days of receiving your delivery. 

3.2          We will pay the cost of the return and, if you would like a replacement, any postage or transportation costs for the delivery of the correct item.

4.             Items damaged in transit 

4.1          You should refuse to accept the delivery from the courier if your bear or accessories arrive and the packaging or the relevant item itself is clearly and significantly damaged. 

4.2          If you notice that your bear or accessories are damaged after it has been delivered to you, please take photos or video clearly showing the damage and let us know within 5 business days of receiving your delivery. 

4.3          Please contact Customer Support (see contact details contained on our website) as soon as possible and supply us with any photos or a video if you are able. 

4.4          Our Customer Support team will offer you an arrangement depending on your circumstances. This may include one of the following: 

(a)           arranging for the bear and/or accessories to be returned to us;

(b)           replacing the bear and/or accessories. Replacements of bear and/or accessories will be subject to availability;

(c)           exchanging the bear and/or accessories. If the original item is exchanged for an item of lesser value, then you will be issued with a credit.  Alternatively, if the original item is exchanged for an item of higher value, then we can request an additional payment from you. Exchanges will not be available for custom orders; or

(d)           offering a full refund. This option will be subject to inspection by us. This can take up to 4-6 weeks to process.

4.5          If we require you to return the product to us, we will pay the cost of the return. 

5.             Faulty or damaged goods and other failures

5.1          Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

5.2          If the problem with the goods is minor, then we will repair or replace the goods within a reasonable time.

5.3          If your goods have a major failure or are found to be not of acceptable quality, then you are entitled to your choice of a refund or a replacement. 

5.4          A major failure does not include the following: 

(a)           daily wear and tear;

(b)           damage from improper or abnormal use;

(c)           wear and tear from improper or lack of maintenance and/or care;

(d)           damage to external or product packaging only;

(e)           damage arising from your own handling and transportation of goods;

(f)            insignificant minor variations in colour or dimensions;

(g)           insignificant superficial blemishes or minor imperfections.

5.5          If your item is faulty, damaged or there is otherwise a problem with the product you received, please take photos or video clearly illustrating the problem and contact our Customer Service team within 5 business days of receiving your delivery. 

5.6          Our Customer Support team will offer you an arrangement depending on your circumstances. This may include: 

(a)           replacing the bear and/or accessories. Replacements of orders will be subject to availability;

(b)           offering you an alternative product of equal value; or 

(c)           offering a full refund. This option will be subject to inspection by us. This can take up to 4-6 weeks to process.

5.7          If the item you received is damaged or faulty and we require you to return the product to us, we will pay the cost of the return. However, if the goods are found not to have a problem, you may be required to pay the transport or inspection costs. 

6.             Process for making a return

6.1          Please follow the below steps in order to complete your returns process: 

(a)           Contact us and provide us with details of your requested return including the reason for your return, the order number or evidence of receipt or purchase, your contact details, pick up details and any additional comments you wish to include. 

(b)           Our customer support team will process your request and, if you are eligible for a return, we will notify you and ask for you to arrange a courier (at our expense using a standard rates postage option) to return to goods to us. 

(c)           Please ensure return items are secured in their original packaging if possible. If you cannot return an item in its original packaging, please use heavy-duty rubbish bags or postage bags to ensure the goods are entirely covered prior sending them back via post.

6.2          If you need assistance, please contact our Customer Support team. Customer Support business hours are Monday to Friday, 10:00am to 4:00pm (AEDT).