We are dedicated to resolving any issues that occur while serving our valued customers. We’d love to hear your feedback on how we can do better, as we’re always working to improve our service. Please feel free to send us an email at support@heyhey.com.au with any suggestions, advice, or complaints.

1. Before you return an Item

If you'd like to return a product, please email us first. Our friendly customer service team will provide the return address and guide you through the process.

• Our warehouse functions as a dispatching center only; they are unable to accept returns or sell products in person.
• Contact support@heyhey.com.au for proper assistance.

2. Damaged and Defective items during transit

We apologize if you receive a damaged item. We use high-quality materials to package our products securely, but if damage occurs during transit, you are entitled to a replacement or refund.

• Photos and/or videos of the item will be requested.
• Our team will review your claim and respond with further instructions.

3. Faulty items

• Minor issues: We provide spare parts to resolve the problem.
• Major issues: We will collect the item for repair. If it cannot be repaired, we will provide a replacement.
• To return a faulty or damaged item, please email us at support@heyhey.com.au.

4. Change of mind returns

Items can be returned for a refund or replacement within 14 days, subject to the following:

• Products must be in the original packaging and in unused condition.
• The refund will be issued minus the original postage, a handling fee, and a 5% administration fee.
• Return postage is at the customer's own expense.

5. Late Shipment

If your delivery is delayed, you can email us for your tracking number. While we can request updates from our carriers, we recommend contacting the courier directly to investigate or check for missed delivery attempts.

Estimated Delivery Times:

• Victoria: 2–3 business days
• NSW, QLD, and SA: 3–5 business days
• TAS, WA, and NT: 7–10 business days

6. Purchases made by mistake

• Items can be returned within 14 days if they are in original packaging and unused.
• Refunds are minus original postage, handling fees, and a 5% administration fee.
• Return shipping costs are the responsibility of the customer.

7. Product not as described

We guarantee that all items supplied are as described and fit for their intended purpose. If these criteria are not met:

• Your purchase will be replaced or refunded within 14 days of arrival.
• Products must be returned in original packaging and unused condition.

8. Marketplace Sellers / Third-Party Sellers Returns

Third-party sellers fulfill and ship their own inventory. When ordering from a marketplace seller, the transaction is directly with them and not HeyHey.com.au.

• Sellers have their own specific return policies which may vary from HeyHey’s policy.
• Returns must be sent back to the specific seller, not HeyHey.com.au.
• Change of mind returns are at the sole discretion of each individual seller.
• Always check the specific seller's return policy prior to purchase.