Returns Policy

To return an item, please email or bring your item and receipt in store within 7 days of receipt of your purchase. If you are emailing us, please include:

  • Your order number 
  • Name/s of the item/s you wish to return
  • If the goods are damaged or faulty, include images of the product/s

You will be provided with a return shipping address for your order.



Heartwood will immediately replace or refund any broken, damaged or faulty items. We must be notified of any damage or errors with regards to your delivery within 7 days of receipt by you.

For all full priced items, you may return products to us for exchange or refund within 7 days of receipt of the products, provided that the products are unopened and unused.

Once we have received the returned item/s, we will notify you via email of your entitlement. If you are eligible for a refund, this will be processed within 7 business days. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



We do not accept returns for items on sale, gift vouchers or custom/special orders.

All items that are correctly returned in accordance with the details contained within this page will be credited to the purchaser’s credit card, or the form of payment that was used to purchase the item/s.

The shipping costs incurred by the purchaser will not be refunded except when a product is faulty or delivered as a result of our error.

Items MUST be returned in saleable condition: unopened with all packaging/hygiene seals intact. If for any reason you change your mind with your purchase, we will gladly offer a store credit on all products returned to us within seven days of your receipt, provided they are returned in their original packaging, in an unopened and unused condition.

Please be aware that due to Australian hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition – that is opened, not in original packaging, used or with the seal broken.

In the unlikely event of a reaction, Heartwood cannot be held responsible for any reactions or irritation. We encourage you to read the full ingredient list before you purchase the product to ensure the product is right for you. You can contact our customer service team before you purchase at if you require information about a product before you purchase.