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
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.
2. Change of Mind
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.
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.
For a confiscation claim, please contact the Customer Service team.
7. Proof of Purchase
|Category||Example of Goods|
|Accessories||Covers, chargers, cables|
|Computing||MacBook, tablets, phones|
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.)
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
- Contact our Customer Service team in writing 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 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).
1800 46 46 66 (Australia toll-free)
+61 9667 6800 (International)
+61 447 382 201 (Technology product enquiries)
Technology product enquiries: firstname.lastname@example.org