Returns and Refunds
- I am interested to have my products returned, how may I do so?
If the products you have received are not what you need, we may accept the return of products in accordance with the following conditions:
- Returned products due to change of mind must be in original condition. Packaged products must be unopened, unmarked and in saleable condition.
- Any bonus or gift products with such purchase must also be returned.
- Proof of purchase is accompanied with the returned products.
- All claims must be made within 14 days from date of delivery.
Products which have been worn, used, damaged due to mishandling are not accepted.
Refunds* for all eligible purchases will be given using your original payment method.
Shipping fees for change of mind returns are non-refundable. If you change your mind, you will need to return the product(s) at your own costs, including shipping fees and transaction fees if any.
If you would like to exchange a product, the replacement will be shipped to you at your costs.
To initiate a return or exchange, please drop us an email at hegen@hezoll.com.au and our Customer Experience team would be glad to assist you.
- How do I ensure I make the right purchase?
We totally understand it can be confusing knowing which product is right for you! Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider.
You can reach out to us via the chat below or drop us an email at hegen@hezoll.com.au. A Customer Experience Specialist will be in touch with you shortly!
- How can I cancel my order?
If you change your mind about your purchase and would like to cancel your order, please drop us an email at hegen@hezoll.com.au as soon as possible with reference to your order number. If your order has not been shipped yet, you will be entitled to a full refund if we receive your request via email within 24 hours from purchase.
- What should I do if the product is faulty or damaged upon unboxing?
Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us via dropping us an email at hegen@hezoll.com.au together with the proof of purchase.
A Customer Experience Specialist will be in touch with you shortly to find out more and conduct an exchange, if necessary and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong.
If the replacement item is no longer in-stock, we will issue you a voucher for use on www.hegen.au instead. Alternatively, you are entitled to a refund*. Refunds for all eligible purchases will be given using your original payment method.
Please note:
* Credit/debit card payments – Refunds for card purchases will be subject to a fee ranging from 1.4% to 2.7%, depending on the type of credit card used. This transaction fee, charged by the payment processor, is not recoverable and not refundable. It is separate from other fees outlined in the ‘Returns & Refunds Policy’, such as reshipping, shipping, restocking & return postage fees.