At Heinemann Oceania, we understand that sometimes customers may need to return or exchange purchases due to a major problem with a product within line of Australian Competition and Consumer Commission (ACCC) laws.

• Faulty Items: You can return or exchange faulty items within 30 days of purchase. We do not offer refund/return for change of mind
• Contact Customer Service: Email service@heinemann.com.au for an assessment.
• Condition: Items must be in original condition with all packaging, accessories, and tags.
• Proof of Purchase: Required for all exchanges and 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.
• Exchanges for items purchased at the airport: Items purchased at Australian International airports cannot be exchanged unless you are present in-store.

Warranty

Heinemann Oceania offers warranties on select products. If you have purchased an item covered by our warranty 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.

Confiscation

Please research the tax & duty-free allowances for the country you are traveling to before departure, as well as the connections in between.

For a confiscation claim, please contact Customer Service: service@heinemann.com.au.

In either case, we might require you to provide the proof of purchase receipt and any other relevant documents. Please be informed that Liquids, Aerosols, or Gels must be equal to or less than 100ml, and inorganic powder must be equal to or less than 350g to proceed past security screening. Item(s) must not exhibit any evidence of customer-caused damage through misuse, mishandling, or abuse.

Technology

Warranty

Should an item be faulty, please take the product along with the purchase receipt to your local JB Hi-Fi store (within Australia and New Zealand only). For other international customers, please contact Customer Service via e-mail with proof of purchase and digital photos of the item. Please be advised that replacements will only be offered in the store.

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), +61 447 382 201 (Technology product inquiries).
• Technology Inquiries: jbsydairport@jbhifi.com.au

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.