Refund policy

Refund Policy

At Hear Room, we strive to ensure that our customers are satisfied with their purchases. However, we understand that situations can arise where you may need to return or exchange an item. This refund policy outlines your rights under Australian Consumer Law (ACL) and explains our process for returns and refunds.

1. Consumer Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a remedy (such as a refund, repair, or replacement) if the goods you purchased:

• Are faulty, damaged, or defective.
• Do not match the description or sample.
• Do not perform as expected or as advertised.
• Have been supplied incorrectly (e.g., the wrong item).

These are known as consumer guarantees, and they apply regardless of whether the goods were purchased online or in-store.

2. Change of Mind

If you simply change your mind or decide you no longer want the item, we may offer a refund, exchange, or store credit at our discretion. However, this is not a legal obligation under Australian Consumer Law, and it may be subject to specific terms:

• The item must be unused, in its original condition, and with all original packaging and tags attached.
• You must return the item within 30 days of purchase.
• 15% restocking fee may apply

If we agree to process a change of mind return, the cost of return shipping will generally be the responsibility of the customer.

3. Faulty or Damaged Goods

If you receive an item that is faulty or damaged, we offer a remedy in accordance with the consumer guarantees under Australian Consumer Law. You may be entitled to:

• A repair, or
• A replacement, or
• A refund, depending on the nature of the fault.

If a fault is found, please contact us within 7 days of receiving the goods. We may ask for photographic evidence of the fault or damage. The remedy will be provided at no additional cost to you.

4. How to Request a Refund, Repair, or Replacement

To request a refund, repair, or replacement, please follow these steps:

1. Contact Us: Reach out to our customer service team at info@hearroom.net or 07 3387 0108, providing your order details and a description of the issue.
2. Return the Item: If required, return the goods to us at the address provided by our customer service team. Please ensure that the item is securely packaged to prevent further damage during transit.
3. Processing: Once the item is returned, we will assess the issue and provide the appropriate remedy (refund, repair, or replacement) based on Australian Consumer Law.

5. Exclusions

We may not be able to offer a refund, repair, or replacement in the following cases:

• Items that are damaged due to misuse or neglect.
• Goods that have been used or washed, and that are not in original condition.
• Change of mind returns on products that are perishable, sealed for hygiene reasons, or custom-made.

6. Refunds

Refunds will be processed using the same payment method as the original purchase, unless otherwise agreed upon. Please note that it may take several business days for the refund to appear on your statement, depending on your payment provider.

7. Contact Us

If you have any questions or concerns about our refund policy, please don’t hesitate to contact us at:

• Email: info@hearroom.net
• Phone: 07 3387 0108
• Address: Suite 9, M1 Business Hub, 7/3972 Pacific Hwy, Loganholme QLD 4129

We are committed to ensuring that your experience with Hear Room is a positive one.