At Hepahome, we want you to be happy with your order. This policy explains when and how you can return an item, how refunds work, and which items may not be eligible for return.
By placing an order through hepahome.com, you agree to the terms below.
Our Return Window
You have {{return_days}} days from the date of delivery to request a return on eligible items.
To qualify for a return, the item must be:
- Unused and unworn
- In the same condition you received it
- In its original packaging
- Complete with all original accessories, manuals, tags, parts, and components
Returns must be approved before being sent back.
Do not return any item before receiving written approval from Hepahome. Returns sent without approval may be refused, rejected, or returned to the sender at the customer’s expense.
How to Start a Return
To request a return, email {{email}} with your order number and the reason for the return.
If your return is approved, we will send you:
- Written return approval
- Return instructions
- The correct return address
- Any return reference number required
The item must be shipped back within {{return_ship_days}} days of receiving approval.
Please use a secure, tracked shipping service and send us the tracking number within {{tracking_submit_hours}} hours of shipping the return.
Returns cannot be processed until the tracking information has been received and the parcel has arrived at the correct return address.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrect.
Customers are also responsible for any customs duties, taxes, brokerage fees, import charges, or other costs related to returning an item.
Hepahome is not responsible for returns that are lost, delayed, damaged, or delivered to the wrong address during return shipping.
Depending on your location and the warehouse your order was shipped from, returns may need to be sent to a domestic or international return facility. The correct return address will be provided after your return has been approved.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged during shipping, or not what you ordered, contact us at {{email}} within {{damage_claim_days}} days of delivery.
Please include:
- Your order number
- Photos of the product
- Photos of the packaging
- Photos of the shipping label
- A short description of the issue
If the claim is approved, we may offer a replacement, repair, refund, or another suitable solution.
If we require the item to be returned, Hepahome will cover reasonable return shipping costs.
Lost or Missing Parcels
If tracking shows that your parcel was delivered but you cannot locate it, please first check with your local carrier, household members, neighbours, building reception, or mailroom.
If you still cannot locate the parcel, contact us at {{email}} and include your order number.
We will review the case with the carrier where possible.
Non-Returnable Items
The following items cannot be returned unless they arrive defective, damaged, incorrect, or return rights are required by applicable law:
- Opened or used hygiene products
- Personal care items
- Used, washed, worn, or altered products
- Custom-made or made-to-order items
- Digital products or downloadable content
- Gift cards
- Food, flowers, plants, or perishable goods
- Hazardous materials, flammable liquids, or gases
- Clearance, sale, discounted, or final-sale items
- Items valued under {{non_returnable_value}}
Some product pages may include additional return conditions for hygiene or product-specific reasons.
Hygiene Items
For hygiene reasons, certain products can only be returned if they are unopened, unused, and still in their original sealed packaging.
Opened, used, washed, worn, or unsealed hygiene items cannot be returned or refunded unless they are defective, damaged, incorrect, or required by applicable law.
Refunds
Once your return has arrived, it will be inspected.
Refund approval depends on the item meeting the return conditions in this policy.
During inspection, we check that the item:
- Has not been used, worn, washed, damaged, or altered
- Includes all original accessories, parts, and components
- Is returned in its original packaging
- Is in resalable condition, unless the item was defective or incorrect
If an item is returned used, damaged, altered, incomplete, missing packaging, or missing accessories, Hepahome may deny the refund, issue a partial refund, or return the item to the customer at the customer’s expense.
Approved refunds are issued to the original payment method within {{refund_processing_days}} business days after inspection.
Your bank or payment provider may take additional time to show the refund in your account.
Restocking Fee
Approved change-of-mind returns may be subject to a {{restocking_fee_percent}} restocking fee.
This fee may be deducted from the refund amount to cover inspection, handling, and restocking costs.
The restocking fee does not apply to items confirmed to be defective, damaged on arrival, incorrectly supplied by Hepahome, or where prohibited by applicable law.
Non-Refundable Costs
The following charges are non-refundable unless required by applicable law:
- Original shipping charges
- Express shipping
- Priority processing
- Customs duties
- Taxes
- Brokerage fees
- Optional checkout tips
- Additional service fees selected at checkout
Exchanges
We do not guarantee direct exchanges.
If you need a different size, color, or product variant, contact us at {{email}} within {{exchange_days}} days of delivery.
Depending on the product and stock availability, we may offer one of the following options:
- A return and new order
- A replacement item
- A store credit or exchange voucher
- Another suitable solution approved by our support team
Any exchange option is subject to product availability and return eligibility.
Damaged, defective, or incorrectly supplied items are handled under the damaged or incorrect items section of this policy.
Return Approval and Reserved Rights
Once a return has been approved, the item must be shipped within the timeframe stated in your approval email.
Unless otherwise agreed in writing, the returned parcel must arrive at our designated return facility within {{return_arrival_days}} days of approval.
Returns received after this period may be refused and may no longer qualify for a refund.
Parcels shipped without written approval, to the wrong return address, or without valid tracking may be refused, rejected, or become ineligible for a refund.
Hepahome reserves the right to refuse any return that does not comply with this policy.
Suspected abuse, fraudulent returns, unwarranted chargebacks, or misuse of our return process may result in claims being denied and reported to the relevant payment provider or authorities where appropriate.
Consumer Rights
Nothing in this policy limits any consumer rights that cannot be excluded under the laws of Australia.
Return Address
Returns must only be sent to the address provided after your return has been approved.
Do not send returns to any address listed on the parcel, website, or invoice unless we have confirmed it in writing.
{{return_address}}
Contact
If you have any questions about returns or refunds, please contact us and include your order number.
Hepahome
hepahome.com
{{email}}