Refund policy

Effective Date: June 2024

1. RETURNS AND EXCHANGES

At Hey Ernest, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer returns and exchanges under the following conditions:

2. ELIGIBILITY FOR RETURNS AND EXCHANGES

  • You may request a return or exchange within 30 days of receiving your order.

  • Products must be unused, in original packaging & condition.

  •  Proof of purchase included ( i.e. Order Number)

  • All components, manuals, & free gifts included.

What's not covered:

  • Used or installed items.
  • Change of mind returns (including cases unrelated to product defects or errors).
  • Sale or clearance items, gift cards.
  • Consumables (e.g. opened filter cartridges) unless received damaged.
  • Items damaged through misuse, incorrect installation, accidents.
  • Minor cosmetic imperfections that do not impact function.
  • Products in legacy packaging after an official re‑brand.

3. HOW TO REQUEST A RETURN OR EXCHANGE

To start a return, you can contact us at info@heyernest.com.au with your order number and reason for return or exchange. From there we will share with you further details about where to return your product, including the address. 

If your return is accepted, we’ll send you a return shipping label. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@heyernest.com.au

4. WHO PAYS FOR RETURN SHIPPING?

  • Unless the return is due to a mistake on our part or a defective item, customers are responsible for the cost of return shipping at a flat-rate of $13.95(AUD).

  • We recommend using a trackable shipping method to ensure the safe return of your item(s).

  • If a return is approved, we will provide you with a return shipping label.

5. REFUNDS

  • Refunds will be issued in the original form of payment used for the purchase.

  • Once we receive and inspect the returned item(s), we will process your refund within 3-5 business days.

  • Shipping charges (if applicable) are non-refundable, except in cases where the return is due to a mistake on our part or a defective item.

6. EXCHANGES

  • If you are requesting an exchange, we will ship the replacement item(s) to you after receiving and inspecting the returned item(s).

  • If the requested exchange item is not available, we will issue a refund for the original purchase price.

7. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact our customer support team at info@heyernest.com.au within 14 days of receiving your order. We will work to resolve the issue promptly by offering a replacement or a refund.

8. CHANGES TO THIS RETURN POLICY

Hey Ernest reserves the right to make changes to this return policy at any time. Any updates or modifications will be posted on our website, and the effective date will be revised accordingly.

By placing an order with Hey Ernest, you agree to the terms and conditions outlined in this return policy.