Returns & Refunds

Last updated: June 2026  —  ADONE PTY LTD (ABN 55 656 716 077) trading as Heart to Home

All prices on this website are in Australian dollars (AUD) and are inclusive of GST (10%) as required by the A New Tax System (Goods and Services Tax) Act 1999.

1. Australian Consumer Law Guarantee

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. When We Will Accept a Return or Provide a Remedy

We will provide a remedy (replacement, refund, or store credit) where:

  • The hamper or its contents arrive damaged, spoiled, or significantly different from what was described
  • An item is missing from your order
  • The product has a major defect or fails to be of acceptable quality under the ACL

Please contact us within a reasonable time of receiving your order. For perishable or time-sensitive items, contact us as soon as practicable upon delivery. For non-perishable items, contact us within 14 days of receipt.

3. How to Lodge a Claim

To request a return or refund:

  1. Contact us at hello@heart2home.shop or via WhatsApp at 0421 000 438
  2. Provide your order details (name, order date, items ordered) and a description of the issue
  3. Include photographs of any damaged, spoiled or incorrect items where possible

We will assess your claim and respond within 2 business days.

4. Remedies We Offer

Depending on the nature of the issue, we will offer one of the following remedies at our discretion (or at your election where the ACL requires):

  • Replacement: We will send a replacement hamper or item at no additional cost
  • Refund: A full or partial refund to your original payment method (GST-inclusive amount)
  • Store credit: Credit applied to a future order

Refunds will be processed within 5–10 business days depending on your payment provider.

5. Change-of-Mind Returns

We do not accept returns or provide refunds solely for change of mind. This does not limit any rights you have under the ACL.

6. Order Cancellations

Cancellations requested at least 48 hours before the confirmed delivery date will receive a full refund. Cancellations made less than 48 hours before delivery will be assessed on a case-by-case basis, as hampers may already be packed and in transit.

7. Non-Returnable Items

Perishable food items that have been consumed or opened are not eligible for return unless there is a quality or safety issue. Personalised or custom-made hampers are not eligible for return due to change of mind.

8. Contact Us

For any returns or refund enquiries, please contact:
ADONE PTY LTD trading as Heart to Home
ABN: 55 656 716 077
Melbourne, Victoria, Australia
Email: hello@heart2home.shop
Phone: 0421 000 438

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