RETURNS POLICY SUMMARY
Henkerman® values our customer relationships and we stand behind our product quality. Whilst Henkerman® has a negligible return rate from our customers, we understand that purchasing online can be a leap of faith. As a result we are pleased to offer a 30 Day Risk-Free Returns Policy from the date of order.
If for any reason you are not satisfied with your purchase, Henkerman® will work to remedy your concerns in the best way we can. Typically we offer one of the following solutions - subject to your careful following of our Care Tips (view here):
A) Replacement Product;
B) Full or Partial Refund; or
C) A Gift Voucher or Discount Code.
To complete your return, we first require:
A) An email to firstname.lastname@example.org from you describing your issue;
B) Digital photos showing the hanger issues you're experiencing; and
C) Your transaction receipt.
Once received, we will evaluate the best course of action and will be in contact to advise the next steps to be taken. If goods are to be returned, we require they be:
A) Sent back to Henkerman® within 30 days of the purchase date;
B) Are received by Henkerman® in new condition; and
C) A transaction receipt or proof of purchase is provided.
RETURNS POLICY DETAILS
Henkerman® values our Customer relationships greatly and we'll always operate in a way we believe is fair for all parties concerned.
Return claims and returned products must be sent within 30 Days of the purchase date to email@example.com. Following assessment of your issue, we will correspond with you on the best course of action. If you are instructed to return your goods, we will notify you once your goods have been received and assessed by us. We will then advise the best and fairest courses of action to remedy the issue. 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 initially return shipped to Henkerman® at the customers cost unless goods are shown to be functionally faulty. Note: Paypal offers a return shipping cost refund policy which you may be eligible for where Paypal was used to purchase the goods (see bottom of page for more information).
If requested to return the product, please send to the following address:
Henkerman Customer Care
902/8 Masters Street
Newstead, Queensland, Australia 4006.
Please repack and rebox the hangers as you received them or as closely as possible.
You will be responsible for paying your own shipping costs when returning your item (unless a functional hanger fault is determined). Please keep all shipping receipts (we may also reimburse shipping on faulty items). Depending on where you live, the time it may take for the product to reach us may vary. If you are shipping items over $100, we recommend using a trackable shipping service or purchasing shipping insurance. We recommend providing us the tracking number for your returned shipment (send to firstname.lastname@example.org). 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 (where this was requested).
100% REFUNDS - FAULTS
100% Refunds are awarded where the hangers cannot function in the way they were designed due to a fault. If approved for a full refund, your full set of options are to:
A) Return your product to us and accept a 100% Refund on the product purchase price. 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, as soon as possible;
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.
PARTIAL REFUNDS - MAJOR COSMETIC DAMAGE
There are certain situations where partial refunds are granted (if applicable). Following our assessment, a 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.
If approved for a partial refund, your full set of options are to:
A) Keep your original product and accept a Partial Refund on the product purchase price. If you are approved for a Partial Refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible;
B) Exchange the original product based on either photographs or by viewing of the products returned to us; or
C) Keep the original product and offer a discount voucher to use on a future purchase - we will provide you with a voucher code for this.
Any item not in its original new condition, is damaged or missing parts for reasons not due to our error cannot be refunded. Any claim raised more than 30 days from the purchase date is not eligible for a refund. Gift cards are Non-returnable.
SHIPPING FEE REIMBURSEMENTS
Where the refund is processed due to a hanger fault (ie. not functioning in the way they were designed), Henkerman® may agree to refund the return shipping fee so long as:
A) You provide us a copy of your shipping receipt for the returned goods; and
B) Your return Shipping Fee was a fare and commercial rate from a public carrier.
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: email@example.com.
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 functional faults or major cosmetic defects above 5mm and were damaged prior to the customer receiving the goods. 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: firstname.lastname@example.org and send your item to: Henkerman Customer Care, 902/8 Masters Street, Newstead, Queensland, AUSTRALIA 4006.
If the item was sent as a gift - ie. purchased by one party and shipped to the gift recipient, we will first validate the claim. Once validated, the gift recipient may receive an exchange, or the purchaser may receive a Store Credit, Partial Refund or 100% Full Refund depending on the condition of your returned product per the terms and conditions above. Once the returned item is received and processed, a replacement product may be mailed to the gift recipient, or a store credit or applicable refund may be provided back to the purchaser.
If the purchaser had the gift shipped to themselves to gift later, we will need to deal with the purchase in order to issue a refund, replacement or credit if applicable. This will be done per the above terms and conditions outlined.
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. 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.