Last updated: July 2025

Returns and refunds

We aim to process each order accurately. If a fulfilment error occurs (eg. you receive the wrong goods), or if you receive damaged goods, please contact us immediately at . Please include photographic evidence showing that the goods received do not match your order (e.g.  incorrect design, style, colour, or size), or showing the damaged goods. We will then offer a replacement at no charge or a refund of the cost paid.  

Please note, due to the custom nature of many of our products, we are unable to offer exchanges or refunds for change of mind, including but not limited to:

  • Ordering the wrong size or preferring a different size
  • Ordering the wrong colour
  • Ordering the wrong design

Return process

Please call 13 11 12 and advise our Customer Service Officer of the reason for your return. In some instances we will ask that you don’t return the incorrect/faulty product/s, instead we will simply replace the item/s. 

  • If you are asked to return the item/s we will supply you with a reply paid returns address. Please ensure all returns are sent via the prepaid return address provided. We will not be responsible for returns and/or the cost of returns sent via any other method, other than the prepaid return address we supply.

Right to refuse sale
We reserve the right to refuse the sale of any product up until the point of delivery. If you have been charged for an item that we later refuse to sell or are unable to provide, we will refund the full amount you were charged.

Availability of goods

We do not guarantee the availability of any items listed on our website. By using our website, you acknowledge and agree that we are not liable for any direct or indirect loss resulting from the unavailability of any item.

Consumer guarantees
In accordance with Australian Consumer Law, our goods come with guarantees that cannot be excluded. If a product fails to meet a major guarantee, you are entitled to a replacement, refund, or compensation for any reasonable loss or damage.

For items that fail to meet acceptable quality but do not constitute a major failure, you may be entitled to a replacement.

Manufacturer warranties

Certain products purchased from our website may carry a manufacturer's warranty, which is in addition to your rights under Australian Consumer Law. Warranty claims can only be made by the original purchaser with proof of purchase.

If you need assistance with a warranty claim, please contact our Customer Services by emailing orders@heartfoundation.org.au

Product photography

Product images on our website are for illustrative purposes only. Colour variations may occur due to differences in monitor settings, lighting, and other factors. Images may also be cropped to show product details or altered by us for promotional purposes and may not be an exact representation of the product received. Our brochures may not always display the most current version of items available for purchase.

Information and images about certain products on HeartShop is based on material provide by our third party suppliers and/or manufacturers. There may be slight variations, inaccuracies or errors in the material provided to us and to the extent permitted by law, we cannot be held responsible for any inaccuracies or errors in the information provided to us by a third party. 

Liability

  1. To the extent permitted by the Australian Consumer Law (ACL) and relevant state legislation, the liability of the Heart Foundation for any claims, damages, or losses arising out of or in connection with the goods or services provided, is limited to: 
    (a) the replacement of the goods or the supply of equivalent goods; or 
    (b) the payment of the cost of replacing the goods or acquiring equivalent goods.
  2. The Heart Foundation will not be liable for any indirect, special, or consequential damages, including but not limited to loss of profits, loss of business, or loss of data, arising out of or in connection with the use of the goods or services, except to the extent that such liability cannot be excluded by law.
  3. Nothing in these terms and conditions excludes, restricts, or modifies any condition, warranty, right, or remedy conferred by the ACL or similar legislation that cannot be lawfully excluded, restricted, or modified. 
  4. The Heart Foundation does not warrant that the goods purchased will meet your individual requirements and it is your responsibility to undertake your own enquiries before making a purchase. You should always check product ingredients or materials, particularly where allergies or sensitivities are known. In the event of any adverse reaction, please discontinue use and seek medical assistance.
  5. The total liability of the Heart Foundation for any loss or damage arising under these terms, whether in contract, tort, or otherwise, is limited to the amount paid by the customer for the goods giving rise to the claim.
  6. This limitation of liability applies to the fullest extent permitted by law and is intended to be fair and reasonable in the context of the goods and services provided through the HeartShop.

Indemnity

You agree to indemnify and hold harmless us, our employees, directors, officers, agents, contractors, and collaborators from any loss, damage, or legal costs (including lawyer’s fees) incurred as a result of your breach of these terms.

Force majeure

Neither party will be held liable for any failure or delay in performing obligations under this policy (except for the payment of money) due to events beyond reasonable control, including but not limited to:
•    Fire, flood, lightning, storm, or extreme weather conditions
•    Strikes, lock-outs, boycotts, or other industrial disputes
•    Acts of war, terrorism, riots, civil commotion, and explosions
•    Government restrictions

Severability

Each provision of this agreement is severable, meaning that if any provision is found to be invalid or unenforceable, it does not affect the validity or enforceability of the remaining provisions.

Governing law

These terms and conditions are governed by, and must be interpreted in accordance with, the laws of Victoria, Australia. By accepting these terms and conditions, you agree to submit to the exclusive jurisdiction of the courts in Victoria.

Entire agreement

This policy, along with the Privacy Policy and Website Terms & Conditions of Use, Shipping & Delivery Policy referred to in the relevant section, constitutes the entire agreement between the parties in relation to purchasing any Heart Foundation goods or merchandise. It supersedes any prior contracts, arrangements, and understandings, unless otherwise agreed.

Questions

If you have any questions, special requests, feedback or concerns about Heart Foundation merchandise, health brochures, or our Heartshop please contact our Customer Services by emailing orders@heartfoundation.org.au.