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Shipping & Returns

Shipping Policy

Hizero Australia will process & ship all online orders within 5-7 business days.
Note we use multiple carriers, Australia Post &  Direct Freight Express.  When ordering accessories with a Hizero they will be sent separately.
You will receive tracking numbers by email once your order has been processed.

Refund & Returns Policy

If for any reason you are not completely satisfied with your purchase you must notify us in writing within 28 days for us to review & respond.
Please email support@hizero.com.au  within 28 days of purchase 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)
Before we can approve a refund we will arrange a video call with our support team. This will enable us to review the issue & determine the resolution.
A refund cannot be provided until this process has been completed and the appliance has been assessed by our technical team.
If the appliance is faulty as determined by our technical support team a full refund will be provided.

Note: This refund/returns 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 28 day period.
(The restocking fee will cover the costs of transport, transaction fees, reworking & repackaging the returned appliance)
All products must be returned in their original condition with all original accessories, all freight & insurance costs are to be paid by the buyer.
Outside the 28 day period all appliances are covered by our 2 year back to base repair warranty. Simply make contact and we will arrange warranty support.

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 28 days. (no fees apply)
Requests for a refund outside the above listed period (28 days) will not be accepted. They will be covered by our 2 year back to base repair warranty.

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. Note all promotions are not in conjunction with any other offer.
We reserve the right to cancel & refund any online orders where there has been a technical error on our website related to incorrect use of promo codes.

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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