Returns and Exchange Policy

To make it easier for our customers, we have sectioned our returns policy into categories as certain goods are governed by different guidelines.

These categories are:

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

Reason for Return

  • Change of Mind
  • Should you change your mind about the goods you have purchased, we will refund the purchase price or exchange the goods subject to the following conditions:

    • Item(s) must be returned within 90 days of purchase, together with proof of purchase. (Fashion and Accessory items are excluded)
    • Item(s) must be unopened, unworn, or otherwise unused with all original tags/labels attached.
    • Swimwear, earrings, food and cosmetics cannot be returned or exchanged due to hygiene reasons.
    • Sale, Discounts and seconds items are not eligible for a refund or exchange.


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

  • Faulty
  • If an item is faulty, we may provide a refund for the purchase price or a replacement item should the item be returned within 90 days with proof of purchase.
    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 Care team for assessment of your claim.

  • Confiscation
  • Should an item purchased from HEINEMANN Australia be confiscated whilst in transit to or from Sydney Airport, please contact our Customer Care team for assessment of your claim. You will need to provide supporting documentation which may include: confiscation receipt, travel itinerary, boarding passes, and proof of purchase.



Fashion & Accessory Returns


Category Example of Goods
High Value Goods Watches, Leather goods, Jewelry above $500.00AUD.
Apparel Swimwear, Shoes, Clothes, Sunglasses

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

  • Item(s) must be returned within 30 days of purchase, with proof of purchase.
  • Item(s) must be unopened, unworn, or otherwise unused with all original tags/labels attached.
  • Swimwear, earrings and cosmetics cannot be returned or exchanged for hygienic reasons
  • Sale, Discount and seconds items are not eligible for a refund or exchange

Upon a refund request, the purchase price will be refunded once the item(s) have been received for assessment and a Heinemann Customer Care team member confirms the conditions mentioned 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.

In addition to the above conditions, watches with the purchase price up to and including $500.00AUD may be refunded or exchanged in-store only. Item(s) of $501.00AUD and above may only be returned in-store on the same day of purchase for authenticity purposes. Please be informed in the event of refund, additional charges may apply for warranty card replacement.

High Value Goods Warranty

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

Please find a primary contact list:
For any other Brands/Supplier contact information, please call the Heinemann Customer Care team on 1800 464 666

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
Jimmy Choo Jimmy Choo +44 (0) 800 044 3221
customercare@jimmychooonline.com
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


Technology Returns


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

Reasons for Return

  • 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) must be returned within 90 days of purchase, together with proof of purchase
    • Item(s) must be unopened, unworn, or otherwise unused with all original tags/labels attached
    • Sale, Discount and seconds items are not eligible for a refund or exchange

    Upon a refund request, the purchase price will be refunded once the goods have been received for assessment and a HEINEMANN Customer Care team 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.

  • Faulty
  • Should an item be faulty, we may provide a refund for the purchase price or a replacement item should the item be returned within the warranty time frame and with a proof of purchase.
    Please be informed replacements will only be offered in store.

  • Incorrect or wrongly described goods
  • Should you believe an item is incorrect or wrongly described, please contact our Customer Care team for assessment of your claim.


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

Please refer to the Return and Exchange Policy above to ensure your return meets the requirements.

How to return an item in store

  1. On your next travel, take your item(s) to a Heinemann/JB HiFi sales consultant in-store
  2. Provide proof of purchase receipt and any other relevant documents

Please be informed, Liquid, Aerosols or Gels must be under 100ml to proceed past security screening. Item(s) must not exhibit any evidence of customer caused damage through misuse, mishandling or abuse.

How to return and item via Post

  1. Contact our Customer Care team in writing providing proof of purchase and photos of item
  2. Please complete the authority to return form provided by our Customer Care team
  3. Pack the item(s) for return and send via Australia post registered mail. Please remember to include the authority to return form
  4. Upon receipt and assessment of the returned goods, a Customer Care team member will arrange a refund by bank transfer or credit card which may take between 3 – 7 business days

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

Technology Returns via Post

These guidelines apply for customers who are unable to return the item(s) to a JB HIFI store (i.e. regionally located or outbound non-returning passengers/customers). Customers who can take their goods to a JB HIFI store should do so in the first instance.

  1. Contact our Customer Care team in writing providing proof of purchase and photos of item (if required). We will then forward this to our technology partner
  2. Our technology partner (JB HiFi) will assess your claim and will contact you directly with a solution

Please be informed item(s) must not exhibit any evidence of customer caused damage through misuse, mishandling (e.g. dropped) or abuse. Items which have cracked display screens are not eligible for return.

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