RETURNS POLICY

RETURNS POLICY

 

OVERVIEW

We value every customer relationship whole-heartedly and we stand behind our product quality.  Rarely however, we understand that things don't always go to a well intentioned plan, so we are pleased to offer a 30 day Risk Free Returns Policy from the date of order.  Depending on the circumstances and if the goods are deemed faulty, Henkerman™ can offer Replacement Product, a Refund, or a Gift Voucher.  To complete your return claim, we first require: A) an email to help@henkerman.com.au from you describing the issue together with attached digital photos depicting the issue you're experiencing; B) an attached transaction receipt showing your proof of purchase

 

Once received, we will evaluate the best course of action and be in contact to advise the next steps to be taken.  Goods may only be returned if they are A) Received within 30 days of the purchase date; B) are in otherwise new condition; and C) a transaction receipt or proof of purchase is attached.

 

If you are instructed to return your goods, we will send you an email to notify you of our receipt of your returned item(s). We will also notify you of the outcome of our inspection and what kind of actions are available to remedy the issue, including where a refund is required, the confirmation of either a Full Refund, 50% Partial Refund; or whether No Refund is applicable.  We will also outline all the alternative options available to you.  Once we establish the best process for resolving the issue in an acceptable way for all, we will give you all the steps needed to make the process as simple and pain free as we can. 

 

All items must be return shipped to Henkerman at the customers cost.  Paypal however offers a return shipping cost refund policy which you may be eligible for.

 

ABOUT PAYPAL'S REFUNDED RETURN SHIPPING?

Where your purchase was made using Paypal, you may qualify for PayPal’s Refunded Returns service.   PayPal’s Refunded Returns service lets customers claim a refund on their shipping costs if they need an item returned to the vendor. Once the service is activated, customers can enjoy up to 8 refunds every 12 months, to the value of $45 each.  To be eligible, customers must activate the service at paypal.com.au/returns and must have completed the entire purchase of their item(s) using their PayPal account.

 

RETURN SHIPPING

To return your product, you should mail your product to: Henkerman Customer Care, 89 Murdering Creek Road, Peregian Beach, Queensland, Australia 4573.  You will be responsible for paying your own shipping costs for returning your item unless you have the cost covered via Paypal's Refunded Return Shipping policy.  Otherwise shipping costs are non-refundable.  Depending on where you live, the time it may take for any exchanged product to reach you may vary.  If you are shipping items over $75 back to us, we recommend using a trackable shipping service and purchase shipping insurance. We cannot guarantee that we will receive your returned items and are not responsible for goods shipped by you and never received.  Unfortunately, we cannot process refunds on non-returned or non-received items where the return of the goods is required by us. 

 

100% REFUNDS

100% Refunds are awarded where the hangers cannot function in the way they were designed due to a fault.  Any item that is received by us more than 30 days after the Order Date is not eligible for a refund.  If approved for a full refund, your full set of options are to: A) Return your product to us and accept a 100% Refund - excluding all shipping costs.  If you are approved for a 100% Refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days; B) Alternatively, we may provide an exchange of the product with Free Postage covered by us in that instance; or C) Offer a store credit for 100% of the product value to use on a future purchase - we will provide you with a voucher code for this.

 

50% PARTIAL REFUNDS

There are certain situations where 50% partial refunds are granted (if applicable).  Following our assessment, a 50% partial refund may be granted where we deem "Major Cosmetic Damage" has occurred prior to arrival at the customers location.  "Major Cosmetic Damage" is defined as A) visible cosmetic damage over 5mm which resulted from the manufacturing, postage or handling procedures; and B) damage which does not adversely impact the functioning of the hangers.  Any item that is received by us more than 30 days after the original order date is not eligible for a refund of any type.   If approved for a partial refund, your full set of options are to: A) Return your product to us and accept a 50% Refund - excluding all shipping costs.  If you are approved for a 50% Refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days; B) Alternatively, we may offer to exchange of the faulty product based on either photographs or by viewing of the products returned to us; or C) Allow you to keep the faulty product and offer a store credit for 50% of the product value to use on a future purchase - we will provide you with a voucher code for this.

 

NIL REFUNDS

Any item not in its original new condition, is damaged or missing parts for reasons not due to our error cannot be refunded.  Any item that is returned shipped more than 30 days after the date of order is not eligible for a refund.  Unfortunately, we cannot accept refunds due to a simple change of mind or where product  measurements supplied on the website have not been correctly considered.  Gift cards are Non-returnable.

 

LATE OR MISSING REFUNDS (WHERE APPLICABLE)

If you haven’t yet received an expected approved refund, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at help@henkerman.com.au.

 

SALE ITEMS (IF APPLICABLE)

Goods are only refunded up to the value of the purchase price.

 

EXCHANGES (IF APPLICABLE)

We only replace items if they have major cosmetic defects, damage or faults.  If you feel you need to exchange one item for another, send us an email with supporting photographs so we can evaluate the matter and discuss the best options with you.  Email: help@henkerman.com.au and send your item to: Henkerman Customer Care, 89 Murdering Creek Road, Peregian Beach, Queensland, AUSTRALIA 4573.

 

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, once your claim is validated, you’ll receive either an exchange or a gift credit for the value of your returned item (either the 50% Partial Credit or 100% Full Credit depending on the condition of your returned product per the terms and conditions above). Once the returned item is received, a replacement product will be mailed to you or a store credit will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will need to deal with the gift giver in order to issue a refund if applicable.  If approved, the Gift Giver can choose from the following Options: A) Return your product to us and accept a 100% Refund - excluding their return shipping costs.  If a refund is approved , their refund will be processed, and a credit will automatically be applied to their credit card or original method of payment, within a certain amount of days; B) Send us photographs evidencing the issue, and if we agree, accept an exchange of the faulty goods with Free Postage from us; or C) Send us photographs evidencing the issue and if we agree, choose to take a store credit for the product value (based on conditions set out on this page) excluding any apportioned shipping costs to use on a future purchase - we will provide them with a voucher code for this.

 

 

RETURN SHIPPING

To return your product, you should mail your product to: Henkerman Customer Care, 89 Murdering Creek Road, Peregian Beach, Queensland, Australia 4573.  You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.  Depending on where you live, the time it may take for any exchanged product to reach you, may vary.  If you are shipping items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned items and are not responsible for goods shipped by you and never received.  We cannot process refunds on non-returned or non-received items. 

 

 

OUR PROMISE

At Henkerman, we want to look after our Customers in the best way possible and we'll always operate in a way we believe is fare for all parties concerned.

 

 

 

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