Returns & Exchanges

We want you to feel confident shopping with HEORSHE Australia. If something isn’t quite right, we’re here to help make the process simple and stress‑free.

Change of Mind Returns

If you’ve changed your mind, we may accept a return provided the item meets the following conditions:

  • Item is in original condition and unused
  • Packaging is unopened, unmarked, and in saleable condition
  • Any bonus or gift items from the same order are also returned
  • Proof of purchase is provided
  • Your request is made within 14 days of delivery

Items that have been opened, used, worn, or damaged cannot be accepted for change‑of‑mind returns.

Return Shipping

Return postage for change‑of‑mind returns is the customer’s responsibility, including any transaction fees charged by your payment provider.

Refunds are issued to your original payment method once the return is received and inspected.

Exchanges

If you’d like to exchange an item, we’re happy to help.
Replacement items are shipped at the customer’s cost.

To start an exchange, email us at info@heorshe.au with your order number and the item you’d like to swap.

Faulty or Incorrect Items

Oh no — we’re sorry if something has arrived damaged or not quite right.

If you believe you’ve received:

  • a faulty item, or
  • the wrong product

Please email us at info@heorshe.au with:

  • your order number
  • proof of purchase
  • clear photos of the issue
  • a short description of what happened

Once verified, we’ll arrange a replacement.
If the item is no longer in stock, we’ll issue a store credit or a refund to your original payment method.

Please do not clean or sterilise the product before contacting us — this helps us understand what went wrong.

Order Cancellations

If you need to cancel your order, contact us as soon as possible at info@heorshe.au.

If your order has not yet shipped, we can issue a full refund.
Once an order is dispatched, it can no longer be cancelled.

Need Help Choosing the Right Product?

We know baby products can be confusing — our team is always happy to help you choose what’s best for your little one.

Just email us anytime at info@heorshe.au.