Returns and Exchange Policy

At HEINEMANN, we want to take the hassle out of your day with our no fuss return or exchange policy. Please ensure to retain your receipt (or proof of purchase) for ease of returns.

Reasons for Return

1. Faulty

You are entitled to a replacement or refund for a major failure of an item. 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. If the failure is minor, we reserve our right to offer to repair only and not offer a refund or returns card.

Many items will come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant goods. Should you wish to make any claim under a manufacturer’s warranty, we recommend that you do so directly to the relevant manufacturer.

Assessment of a refund or exchange claim is at HEINEMANN’S discretion and a proof of purchase (receipt) is mandatory for all claim assessments.

If you need to return an item that contains user-generated data (such as cameras, mobile phones or storage drives), please remember to back up any data in an alternative location as the repair or replacement may result in loss of data.

2. Change of Mind

Heinemann will offer you a refund or exchange for most purchases (some exclusions apply) within 30 days of purchase, provided that:

  • Item(s) is returned within 30 days of purchase, together with proof of purchase.
  • Item(s) is in their unused original condition, with all tags and the security seal still attached and any special packaging and accessories included - incomplete, damaged, worn or altered items cannot be accepted.

(Please note that a consumer generally cannot ask for a refund for a change of mind under the Australian Consumer Law.)

Excluded Items (for a change of mind return):

  • Cosmetics, gift cards and discounted items.
  • Swimwear, earrings, mascara, food cannot be returned or exchanged due to hygiene reasons.

Replacements and Exchange

Please be informed replacements are only offered with returns in-store.

Incorrect or wrongly described goods

Should you believe an item is incorrect or wrongly described, please contact our Customer Service Team for assessment of your claim.

Confiscation

For a confiscation claim, please contact the Customer Service team.

Refund Assessment

Assessment of a refund or exchange claim is at HEINEMANN’S discretion and a proof of purchase (receipt) is mandatory for all claim assessments.

Upon a refund request, the purchase price will be refunded once the goods have been received for assessment and a HEINEMANN Customer Service team member has confirmed the conditions mentioned above have been met.

High value goods (e.g. watches, handbags, backpacks etc.) will need to be assessed before a refund can occur. Refund is assessed by the Customer Service team and not in the store.

Please be informed that customers returning items due to change of mind are responsible for any freight costs associated with returning the item to us including any currency conversion and local and/or international taxes.

General

Items purchased online or in-store may be returned for a refund via post, or returned in-store for a refund or exchange. Items cannot be exchanged via post due to restrictions associated with operating stores in a Border Force (Australian Customs) controlled environment. Assessment of a refund or exchange claim is at Store Managers discretion and a proof of purchase (Receipt) is mandatory for all claim assessments.

Category Example of Goods
Liquor Spirits, Wine & Champagne
Tobacco Cigarettes, Cigars & Tobacco
Confectionary & Food Chocolate, Milk Powder & Sweets
Toys Plush, Neck Pillows, Mobile phone accessories
Perfume & Cosmetics Gift sets, Cosmetics & Skincare

Fashion & Accessory Returns

Category Example of Goods
High Value Goods Watches, Leather goods, Jewelry above $300.00AUD.
Apparel Swimwear, Shoes, Clothes, Sunglasses

Warranty claims for faulty items can be made by directly contacting the supplier to ensure fast resolution of your claim. Heinemann Australia will gladly assist to provide supplier contact information and claim advice.

 Please be informed in the event of a refund due to change of mind, additional charges may apply for warranty card replacement (for watch only).

Manufacturer Primary Contact List

For any other Brands/Supplier contact information, please refer to the table below.

Supplier

Brands

Contact

Hermès

Hermès

1300 728 807

+61 2 9287 3208 (Australia)

Fendi

Fendi

1800 393 409

customercare@fendi.hk

The Swatch Group

Calvin Klein, Swatch, Flik Flak-Uhren, Omega, Tissot, RADO

+61 03 8844 3300

Customer.service@swatchgroup.com.au

Fossil Asia Pacific

Fossil, MJ, Emporio Armani, DKNY, Skagen, Michael Kors

1800 818 853

Citizen

Citizen

1800 069 098

Ice Universal

Ice-Watch

+61 02 8090 9330

Safilo Far East Ltd

Dior, Carrera, Polaroid, Gucci, Marc Jacobs, Celine, Boss

+61 07 4032 4141

info@framecareaustralia.com.au

Salvatore Ferragamo

Ferragamo

+61 02 8093 0488

Customer.service@au.ferragamo.com

Bally

Bally

+39 02 8721 4318

ClientServicesEU@bally.ch

MCM

MCM

Contact.us@mcmworldwide.com

Zegna

Zegna

Customer.care@zegna.com

UGG

UGG

aftersales@truealliance.com.au

Swarovski International Distribution AG

Swarovski

1800 795 299

Customer_relations.au@swarovski.com

Luxottica

Rayban

Rayban Junior

Burberry

Michael Kors

Oakley

Arnette

Bvlgari

Persol

Prada

Prada Linea Rossa

Emporio Armani

Miu Miu

Tiffany & Co

http://www.luxottica.com/en/customer-care



Instructions for Returns

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

  • Return by post for a refund of the purchase price (post-assessment).
  • Return in-store for a refund of the purchase price or exchange.

How to return an item in the store

  1. On your next travel, take your item(s) to a Heinemann/JB Hi-Fi sales consultant in-store.
  2. Provide 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 an 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.

How to return an item via Post

  1. Contact our Customer Service team in writing providing proof of purchase and photos of the item.
  2. Complete the Authority to Return Form provided by our Customer Service team.
  3. Pack the item(s) for return and send via Australia Post registered mail. Please remember to include the authority to return the form.

Please be informed in the event the goods returned do not meet the above policy, our Customer Service team will contact you to make alternative arrangements.

Technology Returns

Category Example of Goods
Accessories Covers, chargers, cables
Computing MacBook, tablets, phones
Audio Speakers, headphones

Reasons for Return

1. Change of Mind

 Should you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products subject to the following conditions:

  • Item(s) is returned within 30 days of purchase, together with proof of purchase
  • Item(s) is unopened and unused that the packaging is in good condition

 Upon a refund request, the purchase price will be refunded once the goods have been received for assessment and a staff member confirms the conditions above have been met. Please be informed the customer is responsible for any freight costs associated with returning the item to us including any currency conversion and/or local or international taxes.

(Please note that a consumer generally cannot ask for a refund for a change of mind under the Australian Consumer Law.)

 

2. Faulty

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 HEINEMANN Customer Service team via e-mail with proof of purchase and digital photos of the item. Please be informed replacements will only be offered in the store.

 

Customer Service Team Contact

Customer Service team operate between 8:00 am – 4:00pm (AEDT) Monday – Friday (excluding Public Holidays).

 

Telephone:

1800 46 46 66 (Australia toll-free)

+61 9667 6800 (International)

+61 447 382 201 (Technology product enquiries)

E-mail: service@heinemanndutyfree.com.au

Technology product enquiries: jbsydairport@jbhifi.com.au

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