Refund policy

Last updated: 28 August 2026

We want you to feel right in the fit. This Refund Policy explains when refunds are available from Heidi & Co (Heidi & Co, we, us or our).

Your Australian Consumer Law rights

Nothing in this policy limits your rights under the Australian Consumer Law.

Consumer guarantees apply automatically and continue for a reasonable time depending on the product and circumstances. The change-of-mind timeframes and conditions in this policy do not limit those rights.

If a product has a major problem, you are entitled to choose between a refund and a replacement of the same type. You may also choose to keep the product and seek compensation for the reduction in value. Compensation for other reasonably foreseeable loss or damage may also be available.

For a minor problem, we may choose to provide a free repair, replacement or refund. If we cannot or do not remedy the problem within a reasonable time, you may be entitled to have it fixed elsewhere and recover the reasonable cost, or choose a refund or replacement.

Faulty, damaged or incorrect items

Email us at shop@heidiandco.com.au when you become aware that:

your item arrives damaged
you receive the wrong item
the item appears faulty or unsafe
the item is significantly different from its description
the item otherwise may not meet a consumer guarantee

Please include:

your order number
another form of proof of purchase if we cannot locate the order
a clear description of the issue
photos or video showing the issue where reasonably available
photos of the packaging, where reasonably available, if the parcel arrived damaged

We may assess the item before providing a remedy. Requesting this information helps us assess and resolve the issue, but it does not replace or limit your rights under the Australian Consumer Law.

If the item has a problem covered by the Australian Consumer Law, we will provide the remedy required by law. This may include a refund, replacement, repair or reimbursement of reasonable return postage costs.

Change-of-mind refunds

We accept eligible change-of-mind returns within 30 days of delivery.

To be eligible, the item must be:

unworn, unused and unwashed
in its original condition
returned with its original tags, labels and packaging attached where applicable
free from marks, odours, makeup, fake tan, pet hair, damage or signs of wear
not marked as final sale or otherwise excluded from change-of-mind returns

These conditions apply only to voluntary change-of-mind returns. They do not apply when an item is returned because it may not meet a consumer guarantee.

Eligible change-of-mind returns will be refunded to the original payment method. Original shipping costs are not refunded, and return postage is the customer's responsibility, unless we agree otherwise or the law requires otherwise.

Exchanges and store credit

If you need a different size or style, email shop@heidiandco.com.au.

Exchanges depend on stock availability. If the requested item is unavailable, you may choose a refund to the original payment method or store credit. If there is a price difference for an exchange, we will confirm it with you before processing the exchange.

Choosing store credit does not limit your Australian Consumer Law rights for faulty, unsafe or misdescribed products.

Sale and final-sale items

Sale items are eligible for change-of-mind returns under this policy unless they were clearly marked as final sale before purchase.

Final-sale items are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law. Sale and final-sale items are still covered by consumer guarantees.

Items excluded from change-of-mind returns

For hygiene, safety or practical reasons, the following items are not eligible for change-of-mind returns:

earrings and body jewellery
hair accessories
gift cards
custom, personalised or altered items
items marked as final sale
worn, washed, used or damaged items
items without required original tags, labels or packaging

These exclusions do not apply where an item is faulty, unsafe, misdescribed or otherwise does not meet a consumer guarantee.

Refund processing

Once we receive your return, we will assess it and notify you of the outcome within five business days.

If you are entitled to a refund under the Australian Consumer Law, it will be for the full amount paid for the product and provided in the same form as the original payment, unless we agree with you otherwise.

Approved change-of-mind refunds will also be processed to the original payment method.

We will initiate an approved refund within five business days of approval. Your bank or payment provider may take additional time to show the refund in your account.

Shipping costs

Original shipping costs are not refunded for change-of-mind returns.

For an item that can be posted or easily returned, you are responsible for arranging its return. If our assessment confirms that the item has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs. Please keep your postage receipt.

If an item is large, heavy or difficult to return, contact us so we can arrange collection or another appropriate return method where required by law.

How to request a refund

Email shop@heidiandco.com.au with:

your name
your order number
the item you want to return
the reason for the return
whether you are requesting a refund, exchange or store credit
photos or video where reasonably available if the item is faulty, damaged or incorrect

We will reply with return instructions and the return address. Please do not send a change-of-mind return before receiving those instructions.

Change-of-mind items sent without approval may take longer to process or may be returned to you if they do not meet the voluntary return conditions. This process does not limit your rights for items that do not meet a consumer guarantee.