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Shipping & Returns

Shipping Policy

Hizero Australia will endeavour to ship all orders within 5-7 business days.
Note we use multiple carriers, Australia Post &  Direct Freight Express
Once your order has been processed and shipped an email will be sent with tracking details.

Refund & Returns Policy

If for any reason you are not completely satisfied with your purchase you must notify us in writing within 21 days for us to review & respond.
Please email support@hizero.com.au  within 21 days so that we can resolve any problems.
Please give us the opportunity to rectify any issues you may be experiencing in the first instance. (often its a simple fix)
If the Hizero clearly does not work on your floors, and we can see this in a video, we will arrange a refund.

Note: This refund/return policy does not apply to goods which have not been used in accordance with the instructions supplied with your appliance.
(eg, the appliance has not been used correctly or maintained as per the instructions included with the appliance)
A restocking fee of 15% of the invoice value applies to all products returned that are “not faulty” and returned for “change of mind” within the 14 day period.
All products must be returned in their original condition with all original accessories, all freight & insurance costs are to be paid by the buyer.
(note all Hizero appliances are sold with a 2yr back to base repair warranty, see the warranty terms enclosed with your appliance)

We recommend that you return the product via registered post or courier, Hizero Australia will not arrange transportation for change of mind.
You assume any risk of loss, theft or damage during transit & therefore advise you to take out insurance with your chosen carrier.
You must return all original packing and accessories with the appliance. The appliance must be fully cleaned and all water removed or a cleaning fee of $60 will be deducted from the refund amount. Missing or broken accessories will also be deducted off the refund amount.

In the case where the goods are faulty as determined by a Hizero technician they will be replaced or refunded within the first 30days. (no fees apply)

If you request a refund for a “change of mind”  before goods are dispatched you will be refunded the purchase price less the transaction fees related to the payment method you originally used. Contact orders@hizero.com.au for full details and costs.

We must provide a Return Authority (RA) number before any goods can be returned PH (03) 9894 1400
Goods cannot be returned without an RA number which can only be supplied by customer support.

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