SECTION 1 – Returns & Refunds

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product does not meet these guarantees, you may be entitled to a repair, replacement or refund depending on the nature of the problem.

We will always do our best to assist you. Please read the product information and instructions provided with your order and on our product pages to ensure products are used safely and correctly.

If you have any questions about a return or refund, please contact us through the Contact Us page and include your order number.

30-Day Money Back Guarantee

Pure Heart Collective offers a 30-Day Money Back Guarantee for change-of-mind purchases.

If you receive your order and change your mind within 30 days, you may request a refund under this guarantee.

For change-of-mind returns, we ask that the product is kept in good physical condition and returned with all included accessories where applicable.

Return shipping costs for change-of-mind returns are the responsibility of the customer if we request the product to be returned.

Our 30-Day Money Back Guarantee is separate from, and does not limit, your rights under the Australian Consumer Law.

Faulty Or Damaged Products

If your product arrives damaged, faulty or develops a problem, please contact us as soon as reasonably possible with your order number and details of the issue.

We may ask you to provide photos or a short video so we can assess the problem.

Your rights for faulty products are not limited to our 30-Day Money Back Guarantee. Australian Consumer Law consumer guarantees may continue for a reasonable period depending on the product and circumstances.

Where a product has a major problem, you may be entitled to choose a refund or replacement. Where the problem is minor, we may choose to provide a repair, replacement or refund in accordance with Australian Consumer Law. 

You may not be entitled to a remedy where the problem was caused by misuse, accidental damage, failure to follow product instructions, or where you were made aware of the relevant fault before purchasing. 

Change Of Mind After 30 Days

Our voluntary change-of-mind guarantee applies for 30 days from receipt of your order.

After this period, we are not required to provide a refund where you simply:

• change your mind
  
• purchased the wrong item by mistake
  
• find the product cheaper elsewhere
  
• decide you no longer need or want the product
  

This does not affect your rights where a product fails to meet a consumer guarantee under Australian Consumer Law. 

Returning An Item

If we ask you to return an item, we will provide you with return instructions and the applicable return address.

For change-of-mind returns, return postage is the customer's responsibility.

For faulty products, if the product is confirmed to have a problem covered by Australian Consumer Law, we will reimburse reasonable return postage costs where applicable. Please keep your postage receipt. 

In some circumstances, we may be able to resolve a refund or replacement without requiring the product to be returned.

Refund Processing

Once a refund has been approved and processed, the funds will be returned to your original payment method.

Please allow approximately 5–10 business days for the funds to appear, depending on your bank or payment provider.

If your refund has not appeared after 10 business days, please contact your financial institution first and then contact us so we can assist you.

SECTION 2 – Late Or Missing Refunds

If you have not received your refund after it has been processed, please first check your bank account or payment method again.

If the refund is still not showing, contact your bank or payment provider, as processing times can vary.

If you have completed these steps and your refund still has not arrived after 10 business days, please contact us through our Contact Us page and include your order number.

SECTION 3 – Return Shipping Costs

For change-of-mind returns within the 30-day guarantee period, the customer is responsible for return shipping costs if we request the product to be returned.

For faulty products, reasonable return shipping costs will be reimbursed where the product is confirmed to have a fault covered under Australian Consumer Law. 

ENDING NOTES

If you have any questions about a return or refund, please contact us through our Contact Us page.

Our customer support team is available Monday to Sunday, 9:00am–9:00pm (AEST/AEDT). We aim to respond to all enquiries within 24 hours.

We want every customer to have a positive experience with Pure Heart Collective and will always do our best to resolve any genuine concerns fairly and promptly.

For delivery information, please visit our Shipping Information page.