Refund & Returns

If your product is defective and you require a replacement, simply follow these instructions:

  1. You'll need to ship this item back with all the contents it came with to be inspected for damage and confirm that your product is defective.
  2. Once approved, A replacement of your product with be processed and sent via Express Post and a refund of the postage will be refunded.

Please not. If the item is deemed not faulty you will be liable for all postage as well as the postage to return the product to you.

Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you’ve done all of this and you still have not received your replacement yet, please contact us at sales@theacneheroes.com.

Once the item is returned it will be inspected for physical damage to the device or misuse. Physical damage to the product due to dropping or misuse is not covered and we then can send the damaged product back to you at your own expense. 

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@theacneheroes.com.

 

We do not accept change of mind upon ordering.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable if the item is deemed not faulty.

If your item is deemed faulty by our team we will reimburse you a maximum of AUD $15 for shipping costs.

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

What happens if I don't receive all of my orders? 

If you don't receive all of your orders you need to take a picture of the packaging with only the product you received in it as well as a photo with the products you received outside of the packaging. If you do not keep the packaging and don't take a photo of it then unfortunately we are unable to help.