At Heinemann Oceania, we understand that sometimes customers may need to return or exchange purchases. We accept change-of-mind returns for full-priced products within 14 days of purchase for exchange only. Our return policy applies to most products provided that the following conditions are met:

• 14-Day Period: You can exchange most products within 14 days of purchase.
• Contact Customer Service: To initiate a return, please email service@heinemann.com.au for an assessment.
• Condition: Items must be in original condition with all packaging, accessories, and tags attached/intact.
• Proof of Purchase: A proof of purchase (such as a copy of the original register receipt) is required for all returns.
• Product Availability: Exchanges depend on product availability. You may need to pay the price difference if the new item is more expensive. If the new item is cheaper, you'll receive store credit for the difference.
• Shipping and Handling: Charges for change of mind are not refundable.

Warranty

Heinemann Oceania offers supplier warranty on products. If you have purchased an item and experience a defect or issue within the warranty period, you may be eligible for a warranty refund.
The following conditions apply:

• Contact Customer Service: Email service@heinemann.com.au for an assessment.
• Proof of Purchase: To request a warranty refund, you must provide proof of purchase and detailed information about the defect or issue.
• Refund: Our warranty refund will cover the purchase price of the product. Shipping and handling are refundable.
• Repair or Replace: Heinemann reserves the right to repair or replace the defective product at our discretion.

Exceptions

This policy does not apply to the following:

• Items that have been damaged due to misuse, neglect, or improper handling
• Products with warranties that have expired

The following items are unable be exchanged or returned due to change of mind:

• Gift cards, sale items
• Swimwear, earrings, sunglasses, food, all personal use items, and cosmetics cannot be returned or exchanged due to hygiene reasons
• High Value Watches/Jewellry/Leather Goods brands

High-Value Watches/Jewelry/Leather Goods Warranty

Items over $1000 will need to be sent back to the manufacturer or supplier for authentication purposes before a warranty claim can be processed. These items must be with all original tags/labels/packaging.

Incorrect or Wrongly Described Goods

If you believe that an item is incorrect or wrongly described compared to your purchase experience at Heinemann Tax & Duty Free, please contact customer service for an assessment of your claim.

Instructions for Returns

Items purchased online or in-store can be returned in one of the following ways:

• Return by express post (post-assessment) to Customer Service
• Return in-store for exchange

How to return an item via Post

• Contact Customer Servcie via email, providing proof of purchase and photos of the item
• Complete the Authority to Return Form provided by our Customer Service Team
• Pack the item(s) for return and send via Express Post registered mail
• Please remember to include the authority to return the form
• Please be informed that in the event the goods returned do not meet the above policy, Heinemann Australia customer service will contact you to make alternative arrangements

Contact Us

• Customer Service Hours: 9:00 am – 5:00 pm AEST, Monday – Friday (excluding Public Holidays).
• Email: service@heinemann.com.au
• Phone: 1800 46 46 66 (Australia toll-free), +61 9667 6800 (International)

Heinemann Oceania reserves the right to update or modify this policy at any time. Please contact Customer Support for the most up-to-date information.