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Henkerman® values our customer relationships and stands behind the quality of our products. While Henkerman® has historically experienced a very low return rate, we understand that purchasing premium hangers online can require trust.
For eligible standard stocked Henkerman® products, we offer a 30 Day Returns Policy from the date the goods are delivered to you. Where a single order is delivered in more than one shipment, the 30 day period starts from the date the last item in that specific order is delivered.
Each order is treated separately. The delivery date of a later order does not extend or restart the return period for any earlier order. Customers may only request a return for eligible products within the return period that applies to the particular order in which those products were purchased.
This policy applies to standard stocked Henkerman® products. It does not apply to custom-made, bespoke, engraved, personalised, logo-marked, monogrammed, special order or other non-standard products, except where required by applicable consumer law.
This policy does not limit any rights you may have under the Australian Consumer Law, EU consumer protection law, or any other applicable consumer protection legislation.
If you are not satisfied with an eligible standard stocked Henkerman® product, please contact us within 30 days of delivery.
Typically, Henkerman® offers one of the following solutions, subject to the condition of the returned goods and your careful following of our Care Tips:
A) Replacement product;
B) Full or partial refund;
C) Store credit, gift voucher or discount code; or
D) Another remedy required by applicable consumer law.
Nothing in this policy limits any rights you may have under applicable consumer protection laws, including rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.
To request a return, please contact us at help@henkerman.com.au and include:
A) Your order number or transaction receipt;
B) Your name and contact details;
C) The product or products you wish to return; and
D) The reason for the return, if you wish to provide one.
If your return relates to damaged, faulty or incorrectly supplied goods, please also include clear digital photographs showing the issue so we can assess the matter promptly.
For eligible standard return requests, the goods must be returned to Henkerman® in new, unused and undamaged condition, with the original packaging where reasonably possible, except where different rules apply under applicable consumer law.
For customers located in the European Union, eligible online purchases may also be cancelled or returned under the EU right of withdrawal.
For standard, non-personalised Henkerman® products, EU customers may cancel an eligible order before dispatch or request a return within 30 days from delivery of the last item in that specific order. No reason is required to exercise this right.
Each order is treated separately. The delivery date of a later order does not extend or restart the return period for any earlier order, and customers may only request a return for eligible products within the return period that applies to the particular order in which those products were purchased.
EU customers may exercise this right by using the self-serve cancellation or return function available through their customer account login here.
Customers may also contact Henkerman® customer support at: help@henkerman.com.au.
Unless the product is faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection rights, customers are responsible for the direct cost of returning the goods to Henkerman®.
Returned goods should be sent back promptly, securely packed, and in the same condition in which they were received. Where permitted by law, Henkerman® may make an appropriate deduction if returned goods have been handled beyond what was necessary to inspect them and their value has been reduced as a result.
Where an EU customer validly exercises the right of withdrawal, Henkerman® will process any refund required by law without undue delay and within the applicable legal timeframe. Henkerman® may wait until the returned goods have been received, or until the customer has provided evidence that the goods have been sent back, where permitted by law.
Where required by EU consumer law, a valid withdrawal refund may include the price paid for the returned goods and the standard outbound delivery charge paid for the relevant order. Henkerman® is not required to reimburse supplementary delivery costs where the customer selected a delivery method more expensive than the least expensive standard delivery option offered for that order.
The EU right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised, including engraved, monogrammed, logo-marked, custom-made, bespoke or special order Henkerman® products.
Custom-made, bespoke, engraved, personalised, logo-marked, monogrammed, special order and other non-standard Henkerman® products are not eligible for change-of-mind returns unless required by applicable consumer law.
This includes, but is not limited to:
A) Products engraved with a name, signature, logo, message or wording;
B) Wedding hangers engraved or personalised for a bride, groom, bridal party or event;
C) Custom-made hanger orders;
D) Bespoke finishes, configurations or specifications not sold as standard stocked products; and
E) Products made or altered specifically for the customer.
This exclusion does not affect your rights if the goods are faulty, damaged, incorrectly supplied, misdescribed, or otherwise fail to meet applicable consumer guarantees.
Factory seconds, clearance items and sale items may have different change-of-mind return conditions where clearly disclosed at the time of purchase. However, these conditions do not limit any mandatory consumer rights that apply by law.
Henkerman® values our customer relationships and will always aim to resolve concerns fairly and reasonably.
Once we receive your return request, we will review the information provided and contact you with the next steps. If goods are to be returned, we will provide return instructions.
If the return relates to damage, a defect, an incorrect item, or another product issue, we may ask for supporting photographs or other reasonable information so that we can assess the matter quickly and fairly.
Goods returned under this policy should be sent back promptly, securely packed, and in the same condition in which they were received, except where the return relates to a product fault, damage, or another issue for which Henkerman® is responsible.
If requested to return the product, please send it to:
Henkerman Customer Care
U2116, 114 Montpelier Road
Bowen Hills, Queensland
Australia 4006
Please repack and rebox the hangers as you received them, or as closely as reasonably possible.
Unless the goods are faulty, damaged, incorrectly supplied, or Henkerman® is otherwise required by law to cover return postage, you are responsible for paying your own return shipping costs.
We recommend using a trackable shipping service and retaining your shipping receipt. For higher value returns, we recommend considering shipping insurance. Please email the tracking number to help@henkerman.com.au.
Henkerman® cannot guarantee receipt of items returned by you and is not responsible for goods lost in return transit unless required by applicable law.
If your goods are faulty, damaged before arrival, incorrectly supplied, or otherwise fail to meet applicable consumer guarantees, please contact us at help@henkerman.com.au as soon as possible with your order details and clear photographs showing the issue.
Depending on the circumstances and your rights under applicable consumer law, Henkerman® may offer:
A) Replacement product;
B) Repair, where appropriate;
C) Full or partial refund;
D) Store credit or voucher, where accepted by you; or
E) Another remedy required by law.
If a full refund is approved, the refund will be processed back to the original payment method where possible.
If a product fault or error by Henkerman® is confirmed, Henkerman® may reimburse reasonable return shipping costs where required or agreed. Please retain your return shipping receipt.
There are situations where a partial refund, exchange or other remedy may be offered for significant cosmetic damage that occurred before the goods arrived.
For the purpose of this policy, “major cosmetic damage” generally means visible cosmetic damage over 5mm that resulted from manufacturing, postage or handling before delivery to the customer and does not prevent the hanger from functioning as intended.
If approved, Henkerman® may offer one or more of the following:
A) A partial refund;
B) An exchange;
C) A discount voucher or store credit; or
D) Another remedy required by applicable consumer law.
Subject always to applicable consumer protection laws, refunds are generally not available where:
A) The item is not returned in new, unused and undamaged condition;
B) The item is damaged or missing parts for reasons not caused by Henkerman®;
C) The return request is made outside the applicable return period;
D) The product is custom-made, bespoke, engraved, personalised, logo-marked, monogrammed, special order or otherwise non-standard; or
E) The item is a gift card.
This section does not limit your rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
Goods purchased on sale are only refunded up to the price actually paid.
Sale items, clearance items and factory seconds may have different return conditions where clearly disclosed at the time of purchase. However, these conditions do not limit any mandatory rights you may have under applicable consumer protection laws.
Where a product is sold as a factory second, clearance item or discounted item, the customer accepts the clearly disclosed condition or reason for discount at the time of purchase. This does not exclude rights relating to faults, defects, damage or issues that were not disclosed, or any other rights that cannot be excluded by law.
We replace items where required by law, or where Henkerman® agrees that an exchange is the fairest remedy in the circumstances.
If you wish to exchange an item, please contact us at help@henkerman.com.au with your order details and, where relevant, supporting photographs.
If the item was purchased by one person and shipped directly to a gift recipient, Henkerman® will first validate the claim.
Depending on the circumstances, the gift recipient may receive a replacement product, or the purchaser may receive a refund, store credit or other remedy. Refunds will generally be processed back to the original purchaser’s payment method.
If the purchaser had the gift shipped to themselves to gift later, Henkerman® will usually need to deal with the purchaser directly in order to process a refund, replacement or credit.
Approved refunds will generally be processed back to the original payment method where possible.
After Henkerman® processes a refund, your bank, card provider, PayPal or other payment provider may take additional time to make the funds available in your account.
If you have not received an approved refund after a reasonable period, please first check with your bank or payment provider. If you still require assistance, contact us at help@henkerman.com.au.
Where your purchase was made using PayPal, any approved refund will generally be processed back through PayPal to the original payment method, where possible.
PayPal may offer its own buyer protection or dispute processes separately from Henkerman®. Those processes are administered by PayPal and are subject to PayPal’s own terms and conditions.
Unless Henkerman® agrees otherwise or is required by law to do so, customers remain responsible for return shipping costs for eligible change-of-mind returns.
