Return and Refund Policy
In this Return and Refund Policy, ‘HOB’ ‘us’ ‘we’ or ‘our’ means Heart of Bone Pty Ltd (ACN 618 909 452) trading as Heart of Bone and our related bodies corporate. The HOB Return and Refund Policy (Policy) is in addition to your statutory rights and outlines our commitment to you to ensure you are satisfied with your HOB shopping experience online.
This Policy is applicable to purchases made from HOB via www.heartofbone.com and operates in accordance with HOB terms and conditions which are applicable at the time of the relevant order. HOB take great pride in the quality and craftsmanship of our products.
HOB understands that sometimes it’s hard to choose the right items online. Accordingly, to ensure our customers are happy with their purchases, we have a 30 day return and refund policy subject to the following terms set out below:
1. You can return your item for a HOB gift voucher (valid for 3 months from date issued) within thirty (30) days from original dispatch date , by returning it to us at:
Heart of Bone
59 Victoria Parade,
and in accordance to the steps set out in “How to return an item” below.
2. To be eligible for a return, you must provide us with a receipt as proof of purchase and your item(s) must be:
(a) in a saleable condition
(b) unused (with the original tags intact)
(c) in the original packaging (which needs to be in original condition)
(d) return within 30 days of original dispatch date
(e) not be subject to the exclusions listed below.
3. Exclusion list – Non-returnable Items
(a) gift cards;
(b) sale and clearance items;
(c) custom commission pieces;
(d) personalised and special order items (including resized or modified items);
(e) any item not in its original condition, is damaged or missing parts for reasons
not due to HOB’s error;
(f) item has non-material colour and texture variations from advertised photo.
Variations in texture, colour or stones may appear from time to time, and is
part of the bespoke nature of our products; or
(g) any items returned more than 30 days from original dispatch date.
Once HOB receives your item, HOB will conduct an inspection to assess if your item meets the required criteria for a return (as set out above). Upon assessment being made, we will send you an email to notify you of the outcome, in particular if we deem the item faulty and if your return has been approved or rejected.
Please note if you are unable to provide a valid receipt and/or thirty (30) days has passed since the original dispatch date and/or your item does not meet the required criteria, HOB at its absolute discretion reserves the right not to offer a gift voucher.
HOB is not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.
HOB is happy to assist with the resizing of your HOB item for an additional fee and subject to the terms and conditions below:
(a) Please contact us at email@example.com to make a request to resize your item. Such request must be made within 15 business days of the date of shipment of your HOB item.
(b) Resizes are reviewed on a case by case basis as not all styles are suitable for resizing. There may be circumstances where HOB may not be able to resize your item due to the size tolerance and design of your item.
(c) We will send you an email to notify you of the outcome of our review. If the item is suitable for resizing, we will send you further information regarding the resizing fee and shipping details.
(d) The resizing fee varies and depends on the design and nature of your item.
(e) You will be responsible for all fees and shipping costs associated with the return of the item to us as well as any costs of returning the resized item to you.
How to return an item
Please contact HOB customer service department immediately if you would like to return your item by email at firstname.lastname@example.org . You must receive a return authorisation (RA) from us otherwise we cannot accept your return. You will be given return instructions including where to send your items. We recommend returning your items via a method that can either be tracked or
provide proof of delivery. HOB will not be responsible for any shipping costs or items lost. When your items are received, they will be inspected and if in an acceptable condition, your return will be processed for a HOB gift voucher. This will normally be processed within seven (7) business days.
Goods damaged in transit / faulty goods
If any goods arrive damaged or are faulty, please contact HOB by email at email@example.com
promptly. Once proof of purchase has been established, and if the product damage or fault can clearly be determined, we will offer you a refund, repair, exchange or HOB gift voucher depending on the severity of the damage or fault.
Where the product fault or damage is difficult to determine by our HOB representative, we will need to consult with the repair agent to determine the fault or damage and resolution.
Damaged or faulty goods must be returned to HOB in the condition received by you with all original packaging.
Unfortunately, HOB cannot offer a refund, HOB gift voucher or repair where the product has sustained damage due to inappropriate use as identified and assessed by our HOB representative.
If a refund is granted, HOB will refund the original purchase price in the form of the previous method of payment indicated on the order confirmation, minus any delivery or freight charges. Refunds will normally be processed within seven (7) business days. If the purchase was made by a HOB gift card, gift voucher, reward points or a gift receipt, a HOB gift voucher will be issued (unless otherwise required by law).
HOB gift vouchers are valid for three (3) months from the date of issue noted on the voucher. HOB gift vouchers and gift cards are not redeemable for cash. HOB will not replace any lost, stolen or damaged vouchers and or cards.
Gift or bonus with purchase and bundled items
Where merchandise is purchased with a gift or bonus, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
Bonus gift card with purchase
Where a bonus HOB gift voucher or gift card is issued at the time of purchase, the bonus gift voucher or gift card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus gift voucher or gift card has been fully or partially redeemed, the amount
redeemed will be deducted from any available refund.
Personal information may be required during the refund or exchange
If you wish to access your personal information, please contact HOB customer service at
This refund policy is not intended to exclude or limit any rights which you may have under the Competition and Consumer Act 2010 (Cth) or equivalent State or Territory laws.
Where you have an issue relating to your Order, or for further queries relating to the HOB Return and Refund Policy, please contact HOB customer service at firstname.lastname@example.org.
Please have your Order number with you.