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Shipping and Refund Policy

Shipping Policy

At Hear Room, we aim to provide fast and reliable shipping to our customers across Australia. Below, you’ll find detailed information about our shipping procedures, costs, and delivery times.

1. Order Processing

  • Processing Time: All orders are processed within 3 business days from the time of purchase, unless stated otherwise. Orders are not shipped on weekends or public holidays.
  • Order Confirmation: You will receive an order confirmation email once your order has been successfully placed. This email will include an order number and the details of your purchase.
  • Shipping Notifications: After your order has been dispatched, you will receive a shipping confirmation email with tracking details (where applicable).

2. Shipping Methods and Delivery Times

  • Standard Shipping: Our standard shipping service typically delivers within 5 to 14 business days, depending on your location. Please allow additional time for deliveries to regional or remote areas.
  • Express Shipping: We offer express shipping at an additional cost. Express orders are typically delivered within 1 to 3 business days.
  • International Shipping: Currently, we only offer shipping within Australia. We do not ship internationally at this time.

3. Shipping Costs

  • Flat Rate Shipping: We charge a flat rate of $16.50.  Additional charges may apply for bulk items.
  • Express Shipping: We charge a flat rate of $25.00.  Additional charges may apply for bulk items.
  • Remote Area Fees: Additional charges may apply to certain remote or rural areas, as specified by the shipping carrier. 

4. Shipping Restrictions

  • We are unable to ship to P.O. boxes or parcel lockers.
  • If we cannot ship to your address due to any restrictions, we will contact you and offer a full refund or an alternative shipping solution.

5. Delivery Issues

While we strive for timely delivery, there may be occasions where delays occur due to factors beyond our control, such as adverse weather, holidays, or carrier issues. We will do our best to inform you if there are any significant delays affecting your order.

If your order has not arrived within the expected delivery time frame, please contact our customer service team at info@hearroom.net or 07 3130 0311 with your order number, and we will investigate the issue.

6. Tracking Your Order

Once your order is dispatched, you will receive an email with tracking information (if applicable). You can use this tracking number to monitor the status of your delivery through the carrier’s website.

If you have any trouble tracking your order or require further assistance, please don’t hesitate to contact us.

7. Lost or Damaged Items

  • Lost Packages: If your order is lost in transit, please notify us within 7 business days from the expected delivery date. We will work with the carrier to resolve the issue or offer a replacement or refund depending on the circumstances.
  • Damaged Goods: If your goods arrive damaged, please contact us immediately with photos of the damaged items and packaging. We will arrange for a replacement or refund as required.

8. Customer Responsibilities

  • Accurate Shipping Information: It is your responsibility to provide accurate shipping information at the time of purchase. We are not responsible for lost or delayed items due to incorrect shipping addresses provided by the customer.
  • Shipping Charges: Customers are responsible for any shipping costs associated with returns unless the goods are faulty or not as described.

9. Contact Us

If you have any questions or concerns about shipping, please contact us at:

  • Email: info@hearroom.net
  • Phone: 07 3130 0311
  • Address: Suite 9, M1 Business Hub, 7/3972 Pacific Hwy, Loganholme QLD 4129.

We’re committed to providing excellent service and ensuring your order arrives safely and on time.

 

Refund Policy

At Hear Room, we strive to ensure that our customers are satisfied with their purchases. However, we understand that situations can arise where you may need to return or exchange an item. This refund policy outlines your rights under Australian Consumer Law (ACL) and explains our process for returns and refunds.

1. Consumer Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a remedy (such as a refund, repair, or replacement) if the goods you purchased:

  • Are faulty, damaged, or defective.
  • Do not match the description or sample.
  • Do not perform as expected or as advertised.
  • Have been supplied incorrectly (e.g., the wrong item).

These are known as consumer guarantees, and they apply regardless of whether the goods were purchased online or in-store.

2. Change of Mind

If you simply change your mind or decide you no longer want the item, we may offer a refund, exchange, or store credit at our discretion. However, this is not a legal obligation under Australian Consumer Law, and it may be subject to specific terms:

  • The item must be unused, in its original condition, and with all original packaging and tags attached.
  • You must return the item within 30 days of purchase.
  • 15% restocking fee may apply

If we agree to process a change of mind return, the cost of return shipping will generally be the responsibility of the customer.

3. Faulty or Damaged Goods

If you receive an item that is faulty or damaged, we offer a remedy in accordance with the consumer guarantees under Australian Consumer Law. You may be entitled to:

  • A repair, or
  • A replacement, or
  • A refund, depending on the nature of the fault.

If a fault is found, please contact us within 7 days of receiving the goods. We may ask for photographic evidence of the fault or damage. The remedy will be provided at no additional cost to you.

4. How to Request a Refund, Repair, or Replacement

To request a refund, repair, or replacement, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@hearroom.net or 07 3130 0311, providing your order details and a description of the issue.
  2. Return the Item: If required, return the goods to us at the address provided by our customer service team. Please ensure that the item is securely packaged to prevent further damage during transit.
  3. Processing: Once the item is returned, we will assess the issue and provide the appropriate remedy (refund, repair, or replacement) based on Australian Consumer Law.

5. Exclusions

We may not be able to offer a refund, repair, or replacement in the following cases:

  • Items that are damaged due to misuse or neglect.
  • Goods that have been used or washed, and that are not in original condition.
  • Change of mind returns on products that are perishable, sealed for hygiene reasons, or custom-made.

6. Refunds

Refunds will be processed using the same payment method as the original purchase, unless otherwise agreed upon. Please note that it may take several business days for the refund to appear on your statement, depending on your payment provider.

7. Contact Us

If you have any questions or concerns about our refund policy, please don’t hesitate to contact us at:

  • Email: info@hearroom.net
  • Phone: 07 3130 0311
  • Address: Suite 9, M1 Business Hub, 7/3972 Pacific Hwy, Loganholme QLD 4129

We are committed to ensuring that your experience with Hear Room is a positive one.

Please keep your proof of purchase—e.g. your receipt.

 

 

Policy updated 08 November 2024