Refund Policy

Updated: 20 October 2026

This policy explains returns, refunds and consumer guarantees for purchases from Hear Room, including purchases through our online shop.

1. Your rights under Australian Consumer Law

Our goods and services come with consumer guarantees under the Australian Consumer Law. This policy does not exclude or restrict those rights.

Consumer guarantees apply in addition to manufacturer warranties. Your rights do not automatically end when a manufacturer’s warranty expires.

Problems with goods

For a major failure, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for its reduced value.

For a minor problem that can be repaired, we will arrange a remedy at no charge within a reasonable time. If the problem is not resolved within a reasonable time, further rights may apply, including a refund, replacement or reimbursement of reasonable repair costs.

You may also be entitled to compensation for reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

Problems with services

If a service does not meet a consumer guarantee, please contact us. The remedy depends on the nature of the problem.

We will address a minor failure within a reasonable time at no charge. For a major failure, you may cancel the service agreement and seek an appropriate refund, or retain the agreement and seek compensation for its reduced value. Any refund takes account of services properly provided. Other compensation rights may also apply.

2. Reporting a product problem

Please contact us promptly if a product appears faulty, damaged, incorrectly supplied or different from its description.

Consumer-guarantee claims are not limited to seven days after delivery. Normal use or missing original packaging does not, by itself, remove your rights.

Provide your order number or other proof of purchase and a description of the problem. Photographs may assist our assessment.

We may need to inspect the product to determine the problem and appropriate remedy. We will explain the assessment and any return arrangements.

3. Change-of-mind returns

Where there is no consumer-guarantee problem, we may approve a change-of-mind refund, exchange or store credit at our discretion.

For an approved change-of-mind return:

• The product must be returned within 30 days of purchase.

• It must be unused and in its original condition, with its packaging and supplied accessories.

• Proof of purchase is required.

• Return freight is your responsibility unless we agree otherwise.

• A 15% restocking fee may apply where disclosed before purchase.

Please contact us for approval before sending a change-of-mind return. We will confirm the return arrangements and any applicable fee.

Change-of-mind returns are unavailable for custom-made, perishable or hygiene-sensitive products identified as excluded before purchase.

These conditions apply only to voluntary change-of-mind returns. They do not restrict consumer-guarantee remedies. Any additional return or trial arrangement agreed with you also applies.

4. Return costs

When a consumer-guarantee problem is confirmed, we reimburse reasonable return postage or transportation costs. Please retain your receipts.

For faulty products that are too large, heavy or difficult to remove, we will arrange collection or transport at our expense as required by law.

No restocking or processing fee applies to a consumer-guarantee remedy.

5. Refund payments

Refunds are made using the original payment method unless we agree otherwise with you. Your payment provider’s processing time may affect when the funds appear.

We will not require you to accept store credit where you are legally entitled to a refund.

6. Contact Hear Room

For assistance with a return, refund or product problem:

Contact us for the appropriate return address and instructions.