Refunds & Returns

In the case of your order/item arriving defective, majorly damaged or missing items, please contact us as soon as possible after your package has been delivered so our team can assess and assist you with the issue.

Order Cancellation

In abidance to the Australian Consumer Law (ACL), we do not offer refunds due to change of mind or if you no longer wish to receive the product. If you wish to exchange to a different product due to change of mind, please contact our team as soon as possible to explore any available options.

You are entitled to an exchange/refund if your product has a major problem, this being it is unsafe, faulty, or misrepresented goods. 

If the product issue is minor, our team will evaluate to provide the best remedy; this being either a replacement or compensation for any reduction in value.

All refunds and returns require proof of purchase (ie. digital receipt or order confirmation email) to be accepted; digital receipts will be offered at the counter for all in-store purchases.

Damages & Defects

PLEASE NOTE that outer packaging/case/cover is designed to protect the inner goods. Damages such as small spots, scratches, flaws or discolouration to the outer package does not guarantee full compensation. 

We ensure to provide sufficient protection to avoid any damages, however situations may occur that are beyond our control.

Please inspect your package upon its arrival and contact us immediately if any of the following instances apply:

• Misrepresented goods: the product received doesn’t align with what was presented by our store/website.

• Unsafe goods: the product received has a risk of potential harm.

• Incorrect goods: received the incorrect version or item.

• Faulty/damaged goods: the product doesn’t work the intended way or has major damages such as; tears, stains or flaws to the product.

Return Eligibility

For the product to be eligible for return it must be in the same condition as received, include all original product packaging & inclusions and has been approved by our team prior to the return. Items sent back without approval will not be accepted. 

Return Procedure

To start a return, you can contact us via email at  info@iheartkpopaus.com OR instagram @iheartkpopaus with the following details:

• Full name

• Order Number (6-digit)

• Reason for return/refund

• Full address

• Desired outcome

*optional for a smoother and faster resolution provide our team with photo/video evidence of the issue*

Once assessed by our team and approved for return, we will generate a pre-paid return label for your use and provide you with the instructions on how and where to return your package.

Please note, the original shipping fees are non-refundable (exceptions may occur depending on circumstance, this is decided by our team). 

International/New Zealand returns require a different process and will be explained by our team once your return has been accepted.

You will be notified by our team when the returned item has been received, inspected and approved for exchange/refund. 

An exchange item will only be sent out after the returned product has been received by our team and assessed. 

Non-Returnable Items

The following items cannot be returned unless faulty/incorrect:

• Personal care or Beauty Products

• Perishable Goods (ie. food, plants, flowers)

• Hazardous materials and/or flammable liquids

• Unsealed Digital Code/Platform Products

• Sales Items

• Gift Cards

Refunds

All accepted refunds will be processed and returned to the original payment method or offered in the form of store credit. 

Refunds have a processing time of 5-10 business days, if not received by this time frame please contact us immediately on info@iheartkpopaus.com OR instagram @iheartkpopaus.

Further Information

Please refer to the Australian Consumer Law (ACL) page ‘Consumer Rights and Protection’ for all terms and conditions.