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Returns & Refunds

Returns & Refunds

Last updated: September 2026

At Hello Deals, we want you to shop with confidence. This Returns & Refunds Policy explains our change-of-mind returns process and what to do if you receive a faulty, damaged or incorrect product.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

1. 30-Day Change of Mind Returns

If you change your mind about a purchase, you may request to return the product within 30 days of receiving your order, subject to the conditions below.

To be eligible for a change-of-mind return, the product must:

  • be unused, unassembled and in its original condition;
  • include all original packaging, accessories, manuals and components;
  • be suitable for resale;
  • not have writing, labels, tape or other markings placed directly on the original product packaging; and
  • not be a product excluded from change-of-mind returns as described below.

Please do not return a product before contacting us and receiving return instructions.

2. How to Request a Change of Mind Return

To request a return, please contact us at hellodealsau@gmail.com and provide:

  • your order number;
  • the product you wish to return; and
  • the reason for the return.

If your return is eligible, our customer service team will provide return instructions and the applicable return address.

You are responsible for ensuring that the returned product is securely packaged to reduce the risk of damage during transit.

3. Change of Mind Return Costs

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us.

The original delivery cost is generally not refundable for a change-of-mind return.

Where an order was originally supplied with free or subsidised shipping, we may deduct our reasonable original shipping cost from the refund where permitted by law and where this has been disclosed to you.

We recommend using a tracked delivery service when returning an item, as you remain responsible for the item until it is received by us.

4. Exclusions from Change of Mind Returns

Change-of-mind returns may not be available for certain products, including:

  • products that have been used, assembled, installed, worn or damaged after delivery;
  • products that are not in their original condition or packaging;
  • personalised, customised or made-to-order products;
  • clearance or final-sale products where clearly stated as non-returnable for change of mind;
  • bonus or promotional items where applicable; and
  • products that cannot reasonably be resold for health, hygiene or safety reasons once opened.

These exclusions apply only to change-of-mind returns and do not limit your rights where a product is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

5. Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, is not as described or you receive an incorrect item, please contact us as soon as reasonably practicable.

To help us assess and resolve the issue, we may ask you to provide:

  • your order number or other proof of purchase;
  • a description of the problem; and
  • photographs or video showing the fault, damage or incorrect product where reasonably necessary.

Please do not return the product before contacting us unless otherwise agreed.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement, refund or other remedy.

6. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

If the problem is not a major failure, we may be entitled to provide a repair or another appropriate remedy within a reasonable time.

Your rights under the Australian Consumer Law apply independently of our 30-Day Change of Mind Policy and any voluntary or manufacturer's warranty.

7. Misuse, Damage and Incorrect Assembly

A remedy may not be available where the problem was caused by misuse, accidental damage, improper assembly or installation, unauthorised modification, abnormal use, fair wear and tear, or failure to follow supplied instructions.

This does not affect any rights you may otherwise have under the Australian Consumer Law.

8. Refunds

Once a refund has been approved, we will process it to your original payment method where reasonably practicable.

We generally aim to process approved refunds within 2 business days. Your bank, card provider or payment provider may require additional time before the funds appear in your account.

Any refund relating to faulty goods or a failure to comply with consumer guarantees will be handled in accordance with the Australian Consumer Law.

9. Warranty

Many products sold by Hello Deals may also include a voluntary or manufacturer's warranty. The applicable warranty period, where provided, may vary by product and may be stated on the relevant product page.

Any voluntary warranty is provided in addition to your rights under the Australian Consumer Law and does not replace or limit those rights.

For further information, please refer to our Warranty Policy.

10. Contact Us

For returns, refunds or product issues, please contact:

Hello Deals
Email: hellodealsau@gmail.com
ABN: 42 616 597 534
Warehouse: 4 Bass Court, Keysborough VIC 3173, Australia

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