Refund Policy

 

At Chinese Heritage & Heart Atelier, we want you to be fully satisfied with your purchase. We understand it can be difficult to choose personal items online. Therefore, we gladly accept returns and exchanges under the following policy, in compliance with the Australian Consumer Law (ACL).

1. Return & Exchange Window

Our return and exchange period lasts 30 days from the date of delivery.

To be eligible for a return or exchange:

• The item must be unused, in its original condition and packaging.

• You must provide a valid receipt or proof of purchase.

⚠ After 30 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.

2. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

• Personalized/customized products

• Sale items or special offers

• Free promotional items (final sale)

3. Return Shipping & Costs

• The cost of return shipping is generally the customer’s responsibility.

• Return shipping costs vary depending on weight, location, and carrier used.

• Original shipping fees, gift wrap charges, and additional service charges are non-refundable.

🚩 Exception
If your return is due to our error (e.g. you received an incorrect or defective item), we will cover the return shipping costs.

Return labels will only be provided for defective or incorrect items.

4. Exchanges

• We only offer exchanges for defective, damaged, or incorrect items.

• If you wish to exchange the same item due to a fault, please email us at: chineseheritageheartatelier@gmail.com

• ⚠ Once an exchange has been processed, exchanged items cannot be refunded.

5. Refunds (If Applicable)

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed to your original payment method within 7 business days.

• Original shipping costs are non-refundable.

• If you haven’t received your refund after this timeframe, please contact us for assistance.

6. Late or Missing Refunds (If Applicable)

If you haven’t received your refund:

1. Check your bank account again.

2. Contact your credit card provider.

3. Contact your bank, as processing times may vary.

4. If you still have not received your refund, please contact us:
   📧 chineseheritageheartatelier@gmail.com

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7. Gifts

• If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the return.

• If the item wasn’t marked as a gift when purchased, or shipped to the gift giver first, the refund will be issued to the original purchaser.

8. Returns Without Prepaid Label

• If you are returning an item at your own cost, you may use any shipping carrier.

• We strongly recommend using a trackable shipping method and retaining your tracking number.

• Chinese Heritage & Heart Atelier is not responsible for returned packages lost in transit if no tracking is provided.

9. Returns Address

Please email us at chineseheritageheartatelier@gmail.com before returning any items to obtain the correct return address.

10. Australian Consumer Law Statement

Nothing in this returns policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

11. Contact Us

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

📧 Email : chineseheritageheartatelier@gmail.com