Last updated: 11 September 2026

At Heart & Halo, we want you to feel confident and happy with your purchase. If something isn't quite right, we're here to help.

Please read our return and refund policy below before requesting a return.

14-Day Returns

We accept eligible returns within 14 days of receiving your order, provided the item:

• is unused;
• is unworn, where applicable;
• is unwashed;
• is in its original condition;
• is in its original packaging; and
• includes any original tags, accessories or components supplied with the product.

To be eligible for our voluntary 14-day return policy, you must contact us within 14 days of receiving your order.

Please do not send a product back without contacting us first, as return instructions and the appropriate return destination may vary depending on the product and fulfilment location.

How Do I Request a Return or Exchange?

Simply contact our team at info@heartandhalo.co with your order number and let us know why you'd like to return or exchange your item.

We'll guide you through the process quickly and kindly. 🤍

If your return is approved, we'll provide you with the relevant return instructions.

Items returned without first contacting Heart & Halo may not be able to be processed.

Change-of-Mind Returns

Eligible change-of-mind returns may be requested within the 14-day return period described above.

Items must meet all applicable return conditions, including being unused, unworn, unwashed and in their original condition and packaging.

Unless otherwise stated by us or required by applicable law, return shipping costs for change-of-mind returns are the responsibility of the customer.

Original shipping charges are generally non-refundable for change-of-mind returns unless required by applicable law.

Exchanges

If you'd like to exchange an eligible item, please contact us at info@heartandhalo.co within 14 days of receiving your order.

Exchange availability depends on the product, supplier and available stock.

If a direct exchange isn't possible, we may provide another appropriate option, such as returning the eligible item and placing a new order.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, faulty, defective or incorrect, please contact us as soon as reasonably possible at info@heartandhalo.co with:

• your order number;
• a description of the issue; and
• clear photographs or other relevant information showing the problem, where reasonably possible.

We'll assess the issue and work with you to provide an appropriate resolution.

Depending on the circumstances and your applicable consumer rights, this may include a replacement, repair, refund or another appropriate remedy.

If we require a faulty or incorrect item to be returned, we'll provide you with instructions.

Australian Consumer Law

Our voluntary 14-day return policy does not limit any rights you may have under the Australian Consumer Law.

For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory rights may apply independently of our 14-day change-of-mind return period.

Nothing in this policy is intended to exclude, restrict or modify any consumer right or remedy that cannot lawfully be excluded.

International Customers

Heart & Halo serves customers worldwide.

Depending on where you live, you may have additional mandatory consumer rights under the laws of your country, state, province or region.

Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded.

Where mandatory local consumer law provides you with greater rights than our voluntary return policy, those rights will apply.

Items That Cannot Be Returned for Change of Mind

For hygiene, health and safety reasons, certain products may not be eligible for change-of-mind returns once opened, used, worn or removed from sealed hygiene packaging.

Depending on the product, this may include items such as:

• underwear and intimate garments;
• nursing or maternity undergarments;
• breast care or breastfeeding products that come into direct personal contact;
• personal care or hygiene products;
• opened skincare or cosmetic products; and
• other products that cannot reasonably be resold for hygiene or health reasons after opening or use.

This exclusion applies to change-of-mind returns only and does not remove any rights you may have if a product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law.

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Return Shipping

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless Heart & Halo agrees otherwise or applicable law requires us to cover those costs.

We recommend using a tracked shipping service when returning an item, as Heart & Halo cannot process a refund for a return we have not received where the customer is responsible for arranging the return.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, return shipping arrangements will be handled in accordance with your applicable consumer rights.

Refunds

Once an approved return has been received and assessed, we'll notify you of the outcome.

If your refund is approved, it will generally be issued to your original payment method.

Please allow time for your bank, card provider or payment service to process and display the refund after it has been issued. Processing times are controlled by the relevant financial institution and may vary.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible at info@heartandhalo.co.

Because orders can enter processing and fulfilment quickly, we cannot guarantee that an order can be cancelled or modified once fulfilment has begun.

If we're able to cancel the order before fulfilment, we'll arrange the appropriate refund.

Refunds for Shipping Delays

Estimated delivery timeframes are provided in our Shipping Policy.

A shipment arriving later than its estimated delivery timeframe does not automatically qualify for a refund where the order remains in transit and the delay is outside our reasonable control.

However, if an order is confirmed lost, fails to arrive, or another issue arises that gives you a remedy under applicable consumer law, we'll work with you to provide an appropriate resolution.

Sale and Promotional Items

Unless otherwise stated, eligible sale or promotional items may be returned under this policy if they meet our normal return conditions.

However, products specifically marked Final Sale at the time of purchase may not be eligible for change-of-mind returns.

Final Sale restrictions do not affect any rights you may have in relation to faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable consumer law.

Gifts

If an item was purchased as a gift, please contact us with as much order information as possible so we can determine what options are available.

Refunds will generally be issued to the original payment method unless otherwise agreed or required by law.

Contact Us

To request a return, exchange or refund, or if you have any questions about this policy, please contact:

Heart & Halo
Victoria, Australia
Email: info@heartandhalo.co

Please include your order number when contacting us so we can assist you as quickly as possible.