Refund policy

REFUND POLICY

We want you to love your Hera Hush moment. If something isn't right, we're here to help.

CHANGE OF MIND

Because our eye masks are a personal-care product, we can accept change-of-mind returns on unopened boxes in original condition, within 30 days of delivery. This applies to single boxes, bundles and sale items alike.

Once a box has been opened we're unable to accept it back for change of mind, for hygiene reasons. This does not affect your rights if an item is faulty — see below.

Return postage for change-of-mind returns is at your cost. Once we've received and checked your return, we'll refund the purchase price to your original payment method. Original shipping charges aren't refunded on change-of-mind returns.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, get in touch and we'll make it right with a replacement or a full refund — including return postage. Photos help, but they're not essential.

This applies whether or not the box has been opened.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We'd love to hear from you as soon as you notice a problem, but your rights under the Australian Consumer Law are not limited to any particular window and nothing in this policy reduces them.

IF YOUR ORDER DOESN'T ARRIVE

If your parcel hasn't turned up within a reasonable time, please contact us. Until your order reaches you, it's our responsibility — we'll trace it, resend it, or refund you.

HOW TO START A RETURN

Email hello@herahush.com.au with your order number and a quick note about what's happened. We'll reply within 1–2 business days with next steps and a return address. Please don't send anything back before contacting us, as we may not be able to trace unannounced returns.

REFUNDS

Once your return arrives and has been checked, we'll confirm your refund and process it to your original payment method. Please allow up to 10 business days for the refund to appear, as banks and card providers can take a little time to process it.

If more than 15 business days have passed since we confirmed your refund and it still hasn't arrived, please contact us at hello@herahush.com.au and we'll chase it up.