Returns & Refunds Policy

Last updated: 01 January 2026

Our Promise

At Heritage Holders, every item is crafted and inspected with care. If something isn’t quite right, we’ll work with you to make it right.

Change-of-Mind Returns

We accept change-of-mind returns within 7 days of delivery, provided that:

• The item is unused, unmarked, and in its original packaging
• You provide proof of purchase
• The item is not customised, personalised, or made-to-order

Return postage for change-of-mind returns is at the buyer’s expense. Once received and inspected, we’ll refund to your original payment method (original shipping costs are non-refundable).

Faulty or Damaged Items (ACL Rights)

If your order arrives damaged, faulty, or not as described, please contact us as soon as possible at contact@heritageholders.com with your order number and clear photos.

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund depending on the nature of the problem. These rights are not limited by our 7-day change-of-mind policy. We cover reasonable return postage for faulty or incorrect items.

Exclusions

• Custom-stamped or monogrammed products
• Clearance or sale items (unless faulty)
• Gift cards or digital products

Your statutory rights under the Australian Consumer Law still apply in all cases.

How to Start a Return

1. Email contact@heritageholders.com
2. Include your full name and order number
3. Describe the issue or reason for return
4. Attach photos, if applicable

Once approved, we’ll provide the return address and next steps. Please package items securely to prevent damage in transit.

Refund Processing

Refunds are processed after we receive and approve your return. Please allow up to 5 business days for the refund to appear, depending on your bank or payment provider.

Questions

Unsure if your item qualifies, or prefer an exchange? Reach us at contact@heritageholders.com — we’re happy to help.