FREE SHIPPING FOR ORDERS OVER $200

TERMS AND CONDITIONS

USE OF THIS WEBSITE

By the use and navigation of this website and/or placing an order on the website you (hereinafter also referred to as the ‘customer’, the ‘purchaser’, the ‘user’) agree to be bound by our Terms and Conditions (hereinafter referred to as ‘TAC’) which include our Privacy Policy. We do occasionally update or modify the TAC so please refer back to them in the future. Your continued use of the website signifies your acceptance to agree with the latest TAC.

The use of the HEW website – including making purchases – can be carried out by our customers exclusively for their personal purposes and can in no way be connected to any business, trade or other commercial or professional activity.

OUR ADDRESS
This website is owned and operated by HEW (hereinafter referred to as ‘HEW’ or ‘we’ or ‘us’). HEW is registered in Australia: 32 Berrima Road, 3111 Donvale, +61 4 815 776 64, ABN n°5409 797 7473.If you want to ask us anything about these TAC, please send us an email at contact@hewdesign.net

LIMITATION OF LIABILITY
HEW shall under no circumstances be held liable for any actual, indirect, direct, incidental or any other damage or loss, whatever its nature, arising out of or in connection with the use of the HEW website and its content. HEW is released from its obligation to deliver in the event of a case of force majeure. HEW disclaims all responsibility for incorrect or inappropriate use of its products (hereinafter also referred to as ‘products’, ‘items’, ‘goods’, ‘purchase(s)’) ordered by customers.

INTELLECTUAL PROPERTY RIGHTS AND COPYRIGHT
All of the following information (including but not limited to: works, designs, images, pictures, products, videos, music, sounds, drawings, text, dialogues, logos, names) from this website is the property of HEW and/or collaborating third parties and is strictly forbidden to copy or redistribute, wholly or in part, in any form whatsoever, without the prior written consent of HEW. All such content and related intellectual property rights are protected by national intellectual property laws and other laws as well as international treaty provisions. Any unauthorised distribution will be penalised to the highest extent under Australian law.

All of the visual and sound elements of the website (including but not limited to: the underlying technology used, menus, graphics, web pages, colours, tools, fonts, layouts, design of the website) are protected by copyright, patents or trademarks. They are the sole property of HEW, unless otherwise stated.

DOMAIN NAME AND TRADEMARK
HEW is the exclusive owner of the logo and registered trademark ‘HEW.’ and all products to which it pertains. It is not permitted to use our trademark or logo without prior written consent of HEW.

LINKS TO AND FROM THIS WEBSITE AND THIRD PARTY WEBSITES
Any person who owns a website and wishes to create a direct hyperlink from it to our website must ask HEW for authorisation to do so. Such authorisation granted by HEW shall in no manner constitute an implicit affiliation agreement, and shall in no way be granted on a permanent basis. HEW is entitled to object to certain links to its website. The link must immediately be removed on request by HEW. In any event, all hypertext links to the HEW website that use techniques such as ‘framing’, ‘deep-linking’ or ‘in-line linking’ are strictly forbidden.

The HEW website may contain hypertext links or direct in other ways to other websites or web pages administered by third parties. HEW does not monitor nor has a right of supervision over the features and contents of these third party websites. The fact that HEW proposes links does not, under any circumstances, imply any implicit approval of the content of these websites or pages. Nor does HEW provide any guarantees about their products and services sold.


CONTENT
Although HEW has a strict policy on the accuracy of the information provided to its customers, errors may occur. HEW cannot be held liable for the integrity, reliability, appropriateness, completeness or accuracy of the information. HEW therefore reserves the right to waive liability to any damages incurred from inaccurate information displayed on this website. HEW reserves the right to amend the information on the website at any time.

HEW has made all possible efforts to prevent the publication on its website of content describing situations of physical or psychological violence or which might be considered, according to our users, to violate civil beliefs or human rights and dignity. HEW does not warrant that the content of our website is appropriate and/or lawful in other countries outside Australia. However, in the event that such content is considered to be unlawful or illegal in some of these countries, please know that your use of the services provided by HEW will be your exclusive and personal responsibility.

Opinions expressed on the website are personal opinions of the authors and do not reflect the opinion or position of HEW. By posting on the website, you agree to be solely responsible for the content of information that you contribute. You also grant HEW a right to use any content that you publish on the website for its own purposes, including re-publishing it in any form or media. It is not implied that you will be financially or otherwise reimbursed for your opinion. Information published on the HEW website is publicly available therefore you should refrain from posting information that you consider confidential or of sensitive nature. Comments published on the website are moderated and may take up to 3 working days before they actually appear on the site. HEW reserves the right at its sole discretion not to publish or to remove any comment that is believed to be unlawful, pornographic, racist, defamatory, that incites hatred or violence, that is detrimental to people, organisations, religions or trademarks, patents and copyrighted material and/or content, that is promoting and/or advertising other businesses and that contains personal data. HEW will not be liable for third parties’ posts.


COOKIES
We use ‘cookies’ and we obtain certain types of information when your web browser accesses our website. Our website uses cookies to keep track of how often you visit the HEW website, the contents of your shopping cart, previous purchases and to deliver content specific to your interests. Cookies must be allowed in your browser for you to use the features of our website. All information stored in cookies is for the sole use of HEW, the information is encrypted and will not be shared with any third party. Cookies allow you to take full advantage of some of our website’s most useful features and we recommend that you leave them turned on. If you do leave cookies turned on, be sure to sign off when you finish using a shared computer.


PRIVACY POLICY
HEW is the sole owner of the information collected on this website. We will not share, sell, or rent this information to others in ways different from what is disclosed in this statement. Your privacy is of the highest importance to us, and we will never release your personal details to any outside company for mailing or marketing purposes. Please read our detailed Privacy Policy.


SURVEYS
From time to time HEW requests information from its customers or users via surveys. Participation in these surveys is completely voluntary and the user therefore has a choice whether or not to disclose this information. Survey information will be used for purposes of monitoring or improving the use and satisfaction of our website and our services.


WEBSITE UPTIME
HEW takes all reasonable steps to ensure that this website is available 24 hours a day, 365 days per year. However, websites do sometimes encounter downtime due to server and other technical issues. Therefore we will not be liable if this website is unavailable at any time. In the event of any problem using our website please contact the HEW team at contact@hewdesign.net


GOVERNING LAW
These TAC together with all our policies and procedures, as also the relations between customers and HEW, are governed by Australian law. Any dispute for which an amicable settlement cannot be found shall be referred to the competent Courts of Melbourne, Australia.

Any change in the legislation or regulations or a court ruling that invalidates one or more of the clauses of the present TAC, cannot affect the validity of the present TAC. Such a change or ruling cannot on any account allow customers to disregard the present TAC. The applicable TAC are those in force at the time of the recording of the customer’s order.

Any requirements that are not explicitly dealt with herein shall be considered to be governed by normal practice in the in-home shopping sector for companies whose headquarters are located in Australia.
The present TAC apply to all purchases made on the website as long as the www.hewdesign.net store is online.

Ordering

CAPACITY TO ENTER INTO A PURCHASE AGREEMENT 
The customer acknowledges his legal capacity and competence to enter agreements and to be legally bound by the present TAC. HEW requires that all purchases be made by adult individuals, 18 years of age or older.

REGISTRATION
HEW has services available on its website which require registration. Personal details and information that you provide on this website must be complete, accurate and true in all respects. The customer agrees not to impersonate any other person or entity or to use a false name that you are not authorised to use.

LOGIN DETAILS
Subsequent access to such services shall require input of appropriate account and password details (hereinafter referred to as ‘login details’). You are responsible for maintaining the confidentiality of your login details and any activities that occur under your account. HEW shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your login details. In the event that you become aware of any misuse then you should inform us immediately. HEW may then deactivate your account at any time so your login details will no longer provide access to your HEW account.


DATA CHECK
When you purchase items on our website, HEW reserves the right to run some checks before we dispatch your order. These checks may include but is not limited to the following: verifying your address, authenticate your identity, verify your credit-card number and your creditworthiness, and checking for fraud. By submitting your order, you agree to this.


PLACEMENT OF ORDER
All orders are placed online through the HEW website.
In all cases, at least the following information (whose authenticity and accuracy is guaranteed by the customer) regarding the customer's identity must be included to register the order: 
all details usually required for online registration and orders: contact information (such as name, surname, billing and delivery address, telephone number) and financial information (such as credit card number, expiration date).This information is used for billing purposes and to process customer’s orders. the customer must clearly identify the products selected with the references given on the website and he or she must review his or her order very carefully before validating. For products for which options are available, these specific references appear when the right options have been selected. the customer must also specify the required quantity of the chosen items. the customer must clearly specify and review all of the delivery details. In particular, this includes the exact delivery address as well as any restrictions on access to the place of delivery. the customer shall indicate and review the method of delivery chosen, opt for insurance of the goods (optional), as also the desired packaging. finally the customer must also specify and review the chosen method of payment before submitting their order.

When you place an order with HEW online you will be taken through a secure checkout process. Up to the point at which you submit your order payment you are able to add, amend or delete any items that you have placed in your shopping cart.

Please note, as with all HEW’s online purchases, that you are bound by order once you have clicked the ‘submit order’ button at the end of the ordering process and that payment will be debited and cleared from your account upon validation of your order.

 

ORDER CONFIRMATION

An e-mail is automatically sent to the customer to confirm receipt of the order, provided that the e-mail address given on the order form is correct. This e-mail will contain your order number and the details of your purchase. This e-mail serves for informational purposes and also aims as a future reference. Therefore, the customer must store it.  HEW will also store an electronic copy of the documents concerning the orders of the customer. HEW will send you an email when the customer’s order has been dispatched, with a DHL tracking link for your convenience.

 

ACCEPTANCE OF YOUR ORDER

HEW reserves the right however to not accept your order or cancel your purchase for whatever reason it seems fit, including but not limited to: a wrong billing information, unavailability of the requested item(s), in case we have reason to believe that you are a reseller or under 18 years old, when there was an error in the price, when your order is signalled by our security system as an order susceptible of fraud.

Unless HEW cancels your order, acceptance of your order and the purchase agreement between the customer and HEW will be completed once your order has been dispatched.

 

ORDER DATE AND ORDER PROCESSING

The order date is considered to be the date of validation of the order by the customer. Orders placed before 1pm Monday to Friday (excluding national holidays) will begin processing the same day and, after payment verification and checking the availability of the merchandise, will ship within 48 hours. Any orders placed after 1pm Monday – Friday will begin processing the following business day.

CHARACTERISTICS OF THE PRODUCTS

HEW strives to present as clearly as possible the important characteristics of the products on the products page. The customer must read these. The information and photographs are provided for informational purposes only and are not legally binding. HEW has taken every care that the pictures online are as representative as possible of our products. Colour differences however may occur and can vary from screen to screen.

Unless otherwise specified on the site, all of the products sold by HEW are new and comply with current applicable legislation. HEW reserves the right to modify the selection of products available.

 

Gift cards

PRINTED AND VIRTUAL GIFT CARDS

HEW printed gift cards and virtual gift cards are sold according to the following terms and conditions:

Printed and virtual gift cards can be redeemed against all products online on www.hewdesign.net and are valid for 12 months from the date of purchase. Printed and virtual gift cards are personal and non-transferable once connected to ‘My account’ on www.hewdesign.net

The code on the gift card is to be used in the order process. After reviewing and confirming your order, put the code printed on the gift card in the ‘promotional code’ field in the shopping cart during the check out process. This than adds the appropriate amount to your store credit. Purchases are deducted from the gift card balance.

If your total order is less than the value of your gift card, the remaining balance will be credited to your HEW account and will be redeemed against future orders. Unused gift card balances in an HEW account may not be transferred.

If your total order exceeds the value of your gift card, the remaining balance must be paid by one of our available payment methods or, if you have an existing store credit, this will automatically be used to cover the remaining balance. We do not accept returns of gift cards nor do we exchange them for cash (return money on your bank account) but only keep it as store credit.

The remaining balance of returned goods (see ‘Cancellations, returns and exchanges’) that were paid for with a gift card will be credited to your HEW account and will be redeemed against future purchases. If you return an item paid by both gift card and credit card, you will be refunded the amount paid by credit card.

Virtual gift cards will be e-mailed to the recipient after processing your order once your payment has been confirmed. A delivery notification will also be sent to the purchaser as confirmation of dispatch and as reference. HEW is not liable for the delivery of a virtual gift card to a non-existent or wrong e-mail address. It is the sole responsibility of the purchaser that the input of information (such as the e-mail address of the recipient) is correct and double-checked.

We are responsible for the gift card as long as it is in our possession. At the point where it is handed over to the carrier or when electronic transmission of the virtual card is sent in motion, the responsibility is no longer ours. HEW is not responsible if a printed gift card is stolen, resold, destroyed, lost or used without your permission.

HEW reserves the right, as with any other order, to cancel a gift card if we think such actions are necessary. All general shipping and delivery conditions (see ‘Delivery’) are also applicable on the printed gift cards. As with all orders, deliveries must be signed for.

 

Payment

PRICING POLICY
Prices shown on our website are in Australian dollars, and include all applicable taxes for Australia GST (Goods and Services Tax). In case you are based outside of Australia, these taxes do not apply to you. Based on your location, import duties and taxes apply. We do not cover shipping costs, and any additional fees incurred for the delivery of the product(s) are the responsibility of the customer. The total price will therefore vary from the originally stated price based on your location, shipping and other additional costs (such as gift boxes). The customer is informed of these additional costs during the order process and before the final validation of the order.

The applicable price of a product is that displayed on the website on the date of validation of the order by the customer. However, HEW reserves all rights on the fluctuation of pricing (for example in case we discover an error in the price of the goods you have ordered), and will notify the purchaser if a modification has been made to the originally stated price. In this event, we will give you the option of reconfirming your order at the correct price or cancelling it.

If you are a customer whose credit card is not denominated in Australian dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.


CUSTOMS DUTY
Customs/import duties and taxes are payable by the customer for all deliveries outside Australia due to regulations of varying countries. These duties and taxes are charged once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be paid by the customer. You hereby accept that HEW has no control whatsoever over additional charges in relation to customs clearance and import duties and taxes. Please check with your local customs officials for all necessary information regarding your online order.


MEANS OF PAYMENT
Customers can pay their order online on our website by Visa, MasterCard or Debit card. We are unable to accept payments by any other payment method than mentioned here above. The customer guarantee HEW that they have all the authorisations required and the required capacity to use the chosen method of payment. Card fraud is illegal and will lead to prosecution in all cases.

By placing an order online on the HEW website you authorise HEW to process a charge or charges on your credit card for the amount of the total order price for the goods which the customer has purchased.

All credit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to HEW, we will not be liable for any delay or non-delivery.

HEW has taken all necessary steps to ensure the security and confidentiality of the data transmitted online (online payment on the site), through the usage of SSL (Secure Socket Layer). The transaction is carried out through a specialised organisation, which solely receives online provided bank details at the time of payment. We take the security of your payment and personal details very seriously. However, HEW shall not be liable for any damages suffered as a result of the use of electronic means of communication such as viruses or interception or manipulation of electronic communications by third parties.

HEW will never ask you to send any personal details (such as credit card details via e-mail). Should you receive an e-mail claiming to be from HEW requesting this kind of information please do not respond but contact us immediately.


PROMOTIONAL CODES
All promotional codes are non-transferable and there is no cash alternative. Furthermore, promotional codes cannot be used in conjunction with any other promotion code or offers, and must be redeemed before the expiration date.


INVOICE
Neither the order of goods that the customer draws up online, nor the order confirmation sent to the customer by e-mail by HEW accounts for the invoice. Whatever payment or order method is used, the customer will receive the original copy of the invoice with the delivery of the parcel with the goods (or at the indicated billing address, in case delivery and billing address are different).
HEW shall keep a copy of each invoice.


PAYMENT DATE
The customer’s account is debited when the payment is validated online.


TRANSFER OF OWNERSHIP
HEW remains the owner of the ordered products until the customer has fully paid them. Upon dispatching the goods the responsibility for your purchased goods passes to DHL (see ‘Delivery’). The transfer of risk of loss or damage to the products shall have effect as from the customer’s acceptance of the parcel. Upon signature for any goods delivered the responsibility for the purchased goods passes to the customer.

 

All goods will be shipped by DHL. Insuring your order by DHL is optional however we highly recommend you use this option. The delivery costs are charged to the customer according to the weight of the parcel (including possible packaging and gifts), the place of delivery, and the method of transport chosen.

Our customers have a choice between a Standard delivery (one to ten days) or, more expensive, the Express delivery (within 48 hours). The Standard option is available for Australia and selected International countries, as per DHL service offer. For countries outside the European Union only the option of Express delivery is available. Please note that these timescales are estimates and commence from the date of dispatch (see ‘Transport lead times’).

Our online order system is designed to calculate automatically the correct delivery cost based on the weight of your order, the insurance of your order corresponding with the total order amount, your country and your choice of delivery. Handling and packaging costs are included in the delivery fee. The customer will be informed of the exact fees (and additional taxes) before final validation of the order.

All possible custom charges incurred are the responsibility of the customer (see ‘Customs duty’).

DELIVERY DESTINATIONS
The chosen transport carrier by HEW is DHL Australia which delivers products from Monday through Friday. For the year 2014 DHL Australia does not ship on Australian calendar public holidays.

We can currently only fulfil an order to a delivery address which is a residential or an office address. HEW ships to all countries where our DHL carrier can assure a delivery.

You will be able to select your country when placing your order. If your country is not listed and you wish to place an order on the HEW website, please contact us by e-mail contact@hewdesign.net

Please note that purchases will not be delivered to forwarding addresses and that purchases may not be shipped to Post Office boxes.
Please note also that HEW is unable to redirect orders to a different address once the goods have been dispatched by DHL.

SHIPPING LEAD TIMES
As a rule it can take up to two working days (48 hours) to prepare an order for shipping (see ‘Order date and order processing’), in particular for the processing of the order, the preparation and packaging of the products, and drawing-up of the invoice, before the dispatch of the available products.

If it appears impossible to comply with the aforementioned shipping period, the customer will be notified of a new dispatch time. The customer needs to confirm the delayed order. Moreover, the customer may be offered an option to cancel the order and to receive a refund, if certain payment has already been made.

TRANSPORT LEAD TIMES
Delivery times are estimates and commence from the date of the dispatch. The transport lead timescales offered to the customer through DHL Australia is Standard: delivery within one (1) to five (10) days (option available for Australia and International countries) or Express: delivery within 48 hours (option available for Australia). The customer is informed of this approximate delivery time when choosing the method of delivery timescale by DHL, at the end of the online order process, before confirming the order.

The aforementioned periods start running from the handing over to the transportation company (DHL) and do not contain the actual period of transportation. HEW informs its customers that these periods indicated above do not include Saturdays, Sundays or public holidays.

Estimated delivery times are given solely on an indicative basis, with restriction of eventual contingencies beyond HEW’s control. HEW shall be under no liability for any delay or failure to deliver the products within the estimated DHL timescales. HEW is not responsible for any delays caused by unforeseen factors or destination customs clearance processes.

TRACKING YOUR ORDER
Once your goods have been dispatched for delivery then you will receive a confirmation e-mail informing you that your goods are on their way. The e-mail will contain the number corresponding to your parcel and will also contain details of how you can track your order with the DHL carrier. HEW cannot be held responsible for any unavailability of or mistakes in the information provided by the DHL carrier. HEW shall nevertheless endeavour to make this information as clear as possible.

PACKAGING, DELIVERY AND ENVIRONMENT
The products will be packaged in compliance with current transport standards, to ensure maximum protection of the products during delivery, customers are asked to comply with the same standards when returning products (see ‘Cancellations, returns and exchanges’).

DHL
In case you need to return the received goods (see ‘returns and exchanges’) we also recommend that you insure the return shipment. You are held responsible for the goods until they reach us at our address. The customer is held liable for damage and under duty to take reasonable care of the goods until we receive them back.
Signature and inspection upon delivery

As an added measure of security, all packages delivered by the DHL carrier must be signed for to ensure the customer is receiving their HEW product. DHL will not be able to deliver the goods without such a signature. Upon signature for any goods delivered the responsibility for your purchased goods passes to you. If you have specified a recipient who is an other than yourself for delivery purposes (for example in the case of a gift) then you accept that the evidence of a signature by that recipient is evidence of delivery and also fulfilment of the order by HEW and that the transfer of responsibility takes place as stated above.

Upon delivery, please check that the numbers of boxes are as reported on the document that you are asked to sign, and that the package is not damaged or wet or tampered with in any way. Any damage in the packaging and/or the product or any discrepancy between the number of boxes delivered, should be immediately notified by indicating in writing on the DHL courier’s delivery documents.
Please also note that you should inspect the products within a reasonable time after their receipt. You will be considered to have accepted the products unless you have notified us within 14 days following reception of the goods that have been rejected (see ‘returns and exchanges’).

Cancellations, returns and exchanges

 
CANCELLATIONS BEFORE DISPATCH
Except for personalised products, HEW grants its customers the opportunity to cancel their order before shipping. Conversely, once validated, an order can no longer be modified. The customer has to notify HEW at contact@hewdesign.net as quickly as possible after validation of the order. If the order has not yet been dispatched HEW will register the cancellation of the order. The customer will then be refunded either by crediting the customer’s credit card or the customer’s HEW account. If, upon notification by the customer, the goods already have been dispatched, our returns policy applies.


RETURNS AND EXCHANGES 
We hope you will be satisfied with the goods purchased on our website. However, our customers are entitled, except for personalised products, to cancel their order and return the products after giving a formal written notice of return within 14 days following the delivery date of the goods. When no notice is received, HEW will consider your acceptance of goods as final. In all cases, exchanges, returns or refunds must be requested from and granted by the HEW customer service at contact@hewdesign.net before sending us back any goods.
All return shipping costs inherent on returning the products are to be paid by the customer. Please do not forget to inform the transportation carrier that the goods you are sending back is a return.
We accept returns of our products only if the item is still in its original condition and from the original delivery address. This means it is unworn, unwashed and has all the different tags attached. It should also be returned in its original packaging.

There is no charge to exchange an item for a different size. All size exchanges depend on stock availability. Transportation needs to be arranged by the customer and shipping costs are to be paid by the customer as well. Please be sure to note clearly on the transportation form that the item is being sent back as an exchange, otherwise additional costs at the customs might incur. HEW has no control on import taxes and duties. Please also note clearly the country in which you are based, as we charge to re-deliver an item that has been incorrectly addressed.
HEW reserves the right to claim a compensation for possible damage occurring to returned products.


HOW TO RETURN OR EXCHANGE?
Simply login to your HEW account on the website and go to the ‘Returns and exchanges’ section.

Please note that we are only able to exchange items for a different size and that all exchanges are subject to availability.
All items are quality controlled and checked for any faults before they are dispatched from the HEW office to its customers. However, if a product is faulty, please provide details and a photo, on which we can clearly see the faulty item (please note that items that are damaged as a result of wear and tear are not considered to be faulty).

In case you would like a different item instead, we suggest you return the items first for store credit. Please note, store credit is only valid for one year from the issue date and can be used to purchase the new desired item(s).

After you have entered all necessary information in the ‘Returns and exchange’ section of your HEW account (within 14 days after receiving your order) you will receive confirmation by e-mail from your HEW contact person. We will send you all the details in an e-mail informing you how to complete your return. Please follow these instructions carefully.


RETURNING THE PRODUCTS
Products should be received within 14 days of receiving the confirmation email on the following address:  HEW – ‘Returns and exchanges – 81 Rupert Street– 3066 Melbourne – Australia. You are responsible for the products until they reach us again, so please make sure you pack them in with care and ship securely. Feel free to re-use the packaging you have received it in, but make sure to remove all the barcodes from the postal box to avoid any confusion in delivery. Please take care that the goods are adequately protected in transit. (Gift boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.)

Items should be returned unused, unworn and unwashed.Unidentified returns may be returned to the sender. Where provided, any designer packaging, authenticity cards, hangtags, labels, security seals, gift boxes, dust bags or any other should be included with your return. Please email contact@hewdesign.net if any of your purchases have been delivered without HEW tags.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer (at your expense) and/or refused a refund.


REPLACEMENT OF PRODUCTS
Upon acceptance of the merchandise for exchange, HEW will send an email notification to the customer and the replacement will be processed within 48 hours. The item will be shipped upon availability. Please note that exchanges made to destinations outside of Australia might be subject to the same customs procedures, therefore they might be subject to duty and tax again. To avoid this please do keep all your original import duties and taxes documents in case you might need to proof to customs clearance you already paid all charges. HEW has no control whatsoever over additional charges in relation to customs clearance and import duties and taxes.


TRANSPORTATION CARRIER FOR RETURNING OR EXCHANGING ITEMS
Even though all costs inherent on returning or exchanging the products are to be paid by the customer, we prefer that items are returned to us via DHL service to ensure that they are protected during transit. We highly recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our office address. However, you may return the goods by any secure means. Please note that we may not accept liability for goods that are not returned via DHL service. Please make sure you obtain a receipt for the parcel as proof of return and inform HEW when the goods have been dispatched.


RECEIVING YOUR REFUND
Upon acceptance of the merchandise for return, HEW will send an email notification to the customer and the refund (the value of the returned goods at the time of purchase and the original shipping cost) will be processed within 30 business days. Your refund will either be credited to the original payment method used or on your HEW account in the form of store credit, whichever is applicable. We do not return gift card value as money on your account. The only refund option for this is in the form of store credit.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

In case the returned item is not in the original condition or cannot be resold HEW reserves the right to refuse the refund or to claim partial repayment of the price of the product.

Outside Australia, customs duties, sales taxes and exchange rates are non-refundable through HEW. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.


GIFT CARDS
HEW does not accept returns of gift cards nor do we exchange them for cash (return money on your account) but only keep it as store credit.
Items purchased through the means of a gift card can be returned or exchanged according to the general return policy. The remaining balance of exchanged or returned goods that were paid for with a gift card will be credited to your HEW account (store credit) and will be redeemed against future purchases. If you return an item paid by both gift card and credit card, you will be refunded in two ways. The amount paid by credit card to the original payment method and the gift card amount as store credit.


LATE RETURNS
Late returns (outside of the abovementioned timeframes) may be accepted at the discretion of HEW. However, depending on the circumstances, they will only be refunded as a store credit.


RESTRICTIONS
We reserve the right to reject returns or exchanges that do not comply with the conditions and required procedures stated above. If your request for a return or exchange is not accepted, the merchandise will be shipped back to you at your expense and a refund will not be granted. For any questions, concerns or inquiries, please email contact@hewdesign.net