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Returns and Exchanges

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. Heinemann Australia will gladly assist to provide supplier contact information and claim advice.
 
In case you cannot access to the supplier easily, you can contact the Heinemann Customer Service Team who can share supplier details with you, alternatively a courier can be arranged to send your faulty product back to the supplier for repair.
 

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.
 
 
High Value Watches/Jewellery/Leather Goods
 
For change of mind items over $1000, they will need to be sent back to the supplier for authentication purposes before a refund is processed. 
 
This can be achieved by contacting the Heinemann Customer Service Team. Alternatively, if returned in-store, a Manager will be able to fill in a Returns Form and supply you with a duplicate copy for your records. The item will then be forwarded to the supplier. Once the supplier has confirmed authenticity, a refund will be processed to you by our Customer Service Team.
 
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.
 
In the event of a refund due to change of mind, additional charges may apply for warranty card replacement (for watches only).
  

Excluded Items (for a change of mind return):

Gift cards and discounted and clearance items.

Swimwear, earrings and mascara cannot be returned or exchanged due to hygiene reasons.

 

3. Sunglasses

Refunds cannot be processed for faulty sunglasses in store.

Customers can directly get in touch with the supplier for faulty sunglasses to be repaired. Where the supplier cannot be contacted, sunglasses can be taken to an Optometrist and have the sunglasses fixed. Once the sunglasses have been repaired, send the invoice to the Heinemann Customer Service Team and we will reimburse the invoice.

Customers can get in touch with the Heinemann Customer Service Team if they do not have access to the supplier. Heinemann Customer Service can organise a courier for customers to send their faulty product(s) back to the vendor for repair.

 

4. Replacements and Exchange

Please be informed replacements are offered in our stores only when you are travelling. Due to duty-free regulations, replacements and exchanges cannot be performed if you are not present in store.

 

5. 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.

 

6. Confiscation

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

 

7. Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
Original register receipt 
Online Tax Invoice (order confirmations will not be accepted)
Financial Statement (i.e bank statement, credit card statement)
 
 
 

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.

 

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

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

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.

 

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