Return & Refund Policy

Last updated: November 8, 2025

1. Overview

At Heaven Calm, your satisfaction is our priority. This policy outlines returns, exchanges, and refunds for purchases made on our website.

2. 30-Day Return Window

You have 30 days after receiving your item to request a return. To be eligible, the item must:

• Be unused, unworn, unwashed, and in original condition
• Include all tags and original packaging
• Be accompanied by proof of purchase (order confirmation or invoice)

Returns that do not meet these conditions may be denied or result in a partial refund.

3. How to Start a Return or Request a Refund

Contact us at heaven@heavencalm.com within 30 days of receiving your order and include:

• Your order number
• The item(s) you want to return or exchange
• The reason for your request
• Photos if applicable (damaged/defective items)

We will reply with return instructions. Do not ship anything back until you receive authorization.

4. Return Shipping Costs

• If the return is due to our error (wrong, defective, or damaged item), we will provide a pre-paid return label.
• For change of mind, incorrect size, or preference-based returns, the customer is responsible for return shipping costs.

5. Return Shipping Instructions

Once approved, ship the item within 7 business days:

• Pack securely to avoid transit damage
• Use a tracked service and share the tracking number
• Send to: 13/15 Belmont Street, Sutherland – New South Wales 2232, Australia

6. Exchanges

• We’ll confirm availability of the desired item before authorizing an exchange.
• Customer pays return shipping unless the item is defective.
• After we receive and inspect the original item, we’ll issue store credit equal to the product value (excluding shipping) to place a new order.

If the requested item is out of stock, you may use the credit toward any other product.

6.1 Exchange Processing Time

After receiving your returned item, the new product ships within 5 business days (delivery time per our Shipping Policy).

7. Refund Eligibility & Process

Refunds are issued after the returned item is received and inspected and meets the conditions above.

• Inspection: 1–2 business days after we receive the item
• Approval: confirmation via email
• Refund issuance: within 5 business days
• Bank processing: 2–7 business days (varies by provider)

If more than 15 business days have passed since refund approval and you haven’t received your funds, contact us.

8. Partial Refunds or Return Denials

Items returned used, damaged, or missing packaging/tags may receive a partial refund (up to 50%) or be returned to you without refund, based on inspection.

9. Sale & Promotional Items

Sale items may be returned or exchanged under the same terms as regular-priced items if they meet this policy’s conditions.

10. Non-Returnable / Non-Refundable Items

• Gift cards
• Items not in original condition or with missing parts not due to our error

11. Refund Method

Refunds are processed to the original payment method used at checkout.

12. International Returns

• Defective/damaged/incorrect items: we provide return assistance.
• All other cases: customer covers return shipping.
• Mark packages as “Returned Merchandise” to avoid customs fees.

12.1 Taxes and Duties

Local taxes/fees included in the product price are considered in refund or store credit values. Customs duties or import taxes charged by your country are not refundable by Heaven Calm.

13. Lost or Damaged Orders

If your package arrives damaged or is lost in transit, notify us within 7 days of delivery (or estimated delivery). After verification with the carrier, we will send a replacement or issue a full refund.

14. Contact

Email: heaven@heavencalm.com
Phone: +61 449 136 730
Address: 13/15 Belmont Street, Sutherland – New South Wales 2232, Australia
Business Hours: Monday to Friday 9:00am to 06:00pm