Hechter Paris Australia is committed to complying with the Australian Consumer Law.

This Returns Policy provides additional change-of-mind benefits and does not exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Proof of Purchase

Proof of purchase is required for returns, exchanges and credit notes.

This may include:

• the original receipt;
• an online order confirmation;
• a digital receipt; or
• an order number. 

In-Store Purchases

Change of Mind

We understand that an item may not always suit your wardrobe once you get it home.

For change-of-mind returns on items purchased in store, we can offer an exchange or store credit where the item:

• is returned within 14 days of the invoice date;
• has not been worn, used, washed, altered or damaged;
• is in its original saleable condition;
• has all original tags attached; and
• is accompanied by proof of purchase.

Unless the item is faulty or you are otherwise entitled to a remedy under the Australian Consumer Law, we do not provide refunds for change-of-mind purchases made in store.

In-Store Gift Cards

In-store gift cards:

• cannot be returned;
• are non-refundable;
• cannot be redeemed for cash, except where required by law; and
• cannot currently be used online.

Altered or Personalised Garments

Garments that have been altered, embroidered, monogrammed or otherwise personalised at your request cannot be returned for change of mind.

This does not affect your rights if the garment or alteration service is faulty or otherwise fails to comply with the Australian Consumer Law.

Faulty or Damaged Items

If you believe an item purchased in store is faulty, damaged or does not match its description, please return it to the store where it was purchased with your proof of purchase.

The item may need to be sent to our Head Office for assessment. Please allow up to 10 business days for this assessment to be completed.

If the item has a minor problem, we may provide a free repair within a reasonable time.

If the item has a major problem, you may choose a replacement or refund. You may also choose to keep the item and receive compensation for the reduction in its value where applicable.

Your rights for faulty goods are not limited to 14 days and do not depend on the item having its original tags or packaging.

Online Purchases

Change of Mind

Online change-of-mind returns must be lodged through our online returns portal.

An online item may be returned where it:

• is returned within 14 days of the delivery date;
• has not been worn, used, washed, altered or damaged;
• is in its original saleable condition;
• has all original tags attached;
• includes its original packaging; and
• is accompanied by proof of purchase.

We reserve the right to refuse a change-of-mind return where these conditions have not been met. If a return is not accepted, the item may be sent back to you at your cost.

Online Return Options

For eligible change-of-mind returns:

• full-price and sale items, including stock-service garments, may be returned for a refund, exchange or store credit.

These restrictions do not apply where an item is faulty or you are otherwise entitled to a remedy under the Australian Consumer Law.

Online Purchases and Stores

Online purchases cannot currently be returned or exchanged through Hechter Paris retail stores.

All online returns must be lodged through our online returns portal and sent to the return address provided during the returns process.

Return Postage

For Australian change-of-mind returns lodged through our online returns portal, a prepaid Australia Post return label will be provided. The applicable return-postage fee will be deducted from your refund or store-credit total.

New Zealand customers are responsible for arranging and paying for their own return postage. We recommend using a tracked postal service and keeping your tracking information until the return has been completed.

Original delivery charges and change-of-mind return-postage fees are non-refundable.

Hechter Paris Australia is not responsible for a return parcel until it has been received by our returns team.

Exchanges

Once your return has been received and inspected, we will process your exchange.

Please allow up to two weeks from the date we receive your return for the exchange to be processed.

Exchanges are subject to product availability. If the requested item is no longer available, we will contact you to discuss another size, product or an applicable store credit or refund.

Store Credits

Where a store credit has been requested or offered, it will be issued once the returned item has been received, inspected and approved.

Store credits are not redeemable for cash, except where required by law.

Refunds

Where an item is eligible for a refund, the refund will be processed after the return has been received, inspected and approved.

Refunds will be issued to the original payment method.

You will receive confirmation once the refund has been processed. Your bank or payment provider may take additional time to display the funds in your account.

Faulty, Damaged or Incorrect Online Items

If an online order arrives faulty, damaged, incorrect or significantly different from its description, please email info@hechter.com.au before returning the item.

Please include:

• your order number;
• a description of the issue; and
• clear photographs showing the fault, damage or incorrect item.

Once we have reviewed the information provided, we will arrange a prepaid Australia Post return label at no charge.

After the item has been returned, our team will inspect it and determine whether it is faulty or otherwise does not meet a consumer guarantee. We may need to send the item to our Head Office or supplier for further assessment before confirming the available remedy.

You are not required to return a faulty item in its original packaging or with its original tags attached.

If the item has a minor problem, we may provide a free repair within a reasonable time.

If the item has a major problem, you may choose:

• a replacement; or
• a refund to your original payment method.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the problem.

A remedy may not be available where the damage was caused by:

• misuse or accidental damage;
• failure to follow the garment’s care instructions;
• improper storage;
• alterations carried out by someone other than Hechter Paris Australia;
• normal wear and tear; or
• use of the item for a purpose for which it was not designed.

Australian Consumer Law

Products sold by Hechter Paris Australia come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

These include guarantees that products will:

• be of acceptable quality;
• be fit for their intended or disclosed purpose;
• match their description;
• match any sample or demonstration model; and
• have clear title and no undisclosed securities.

A major problem may include where:

• you would not have purchased the item had you known about the problem;
• the item is significantly different from its description or sample;
• the item is substantially unfit for its normal purpose and cannot easily be fixed;
• the item is unfit for a purpose you told us about and cannot easily be fixed; or
• the item is unsafe.

Nothing in this Returns Policy limits the period during which you may be entitled to a remedy for a faulty product. The applicable period depends on factors including the product’s nature, price, quality and expected lifespan.

Contact Us

For assistance with a return, exchange or faulty item, please contact:

Hechter Paris Australia
Email: info@hechter.com.au