Warranty & Claims

We stand behind the quality of every HEORSHE product. Your little one deserves the best, and we’re committed to making sure you receive it.

All HEORSHE products come with a 12‑month warranty from the date of purchase. This covers manufacturing defects and issues that occur despite normal, recommended use.

If your item arrives damaged or develops a fault, we’ll repair, replace, or refund it in line with Australian Consumer Law.
Proof of purchase is required for all warranty claims.

✔ What’s Covered

Our warranty covers:

  • Manufacturing defects
  • Faults that occur during normal, recommended use
  • Items damaged during delivery (must be reported immediately)

If approved, we will repair, replace, or refund your item.

✘ What’s Not Covered

To protect the safety of your little one — and the integrity of our products — the warranty does not cover:

Normal Wear & Tear

Baby feeding and silicone items naturally wear down over time. This includes:

  • scratches
  • bite marks
  • cloudiness
  • softening or thinning of silicone
  • general deterioration from regular use

Consumable Parts

Some components are considered consumables and are not covered under warranty:

  • teats
  • straws
  • valves
  • soft silicone parts

Their lifespan varies depending on use, cleaning, and sterilising frequency.

Incorrect Cleaning or Sterilising

Damage caused by:

  • UV sterilising
  • microwave sterilising
  • boiling beyond recommended time
  • dishwasher heat exposure
  • harsh detergents

is not considered a manufacturing defect.

Misuse or Improper Care

This includes:

  • dropping or impact damage
  • mould caused by not cleaning/drying properly
  • using non‑HEORSHE parts
  • damage from over‑stretching silicone
  • using products outside their intended purpose

Cosmetic Variations

Minor marks, colour variations, or small cosmetic imperfections that do not affect performance or safety are not considered defects.

How to Make a Warranty Claim

To help us assess your claim quickly, please email info@heorshe.au with:

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

Once submitted, we may request additional photos or ask you to return the product for assessment.
Replacements are issued only after verification.

Need Help?

We’re here to make the process as smooth as possible.
If you have any questions or concerns, reach out anytime at info@heorshe.au.