Halo will always provide a refund or replacement in the event that a product is faulty or is not fit for purpose in line with Australian Consumer Law.
Halo aims to be flexible and accommodating when it comes to returns where you have a change of mind or you no longer need the product. All returns will automatically be issued a Credit-Note (Store Credit/Gift Voucher) that will allow you to easily re-purchase an alternative item. Non-returnable items and/or returned items, which do not comply with our Returns Policy will not be accepted and will be return back to the customer.
It is the customer’s responsibility to pay all return shipping costs. Halo does not Credit-Note or refund original shipping charges. It is the customer’s responsibility to be sure to use a traceable delivery method for your returning item(s), as Halo is not held responsible for lost/damaged returns in transit and do not need to issue a Credit-Note or Refund.
COVID-19 Temporary Measures: In order to maintain the safety of our staff, and continuity of business, we are engaging some temporary measures during the coronavirus pandemic. We are planning to return to our normal policy as soon as possible, but to avoid any disappointment, please make contact with our friendly staff before making a purchase if you are at all unsure. Stay safe and please don’t hesitate to get in touch if you need anything.
If you change your mind about a product or order the wrong one you can simply take advantage of our easy 35-day return policy and return it for a store credit.
To be eligible, the following criteria need to be met:
- Item must be unused and in original, unopened, undamaged and resalable condition
- The exchange is within a reasonable period of time (35 days)
- Provide satisfactory proof of purchase, such as:
- Original receipt b. Gift receipt c. Bank statement or Credit card statement d. Online tax invoice
Please note that any item(s) manually defected will be returned and no Credit-Note will be issued.
Halo does not exclude, waive or replace your rights given under the Australian Consumer Law.
A Credit-Note (Store Credit/ Gift Voucher) will be issued to allow you to easily re-purchase an alternative item.
If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Credit Note, once we receive your unwanted items.
Halo strives for a quick, easy, and positive return experience and has established the following guidelines in the event a purchase must be returned or exchanged:
Occasionally, a mistake in shipment could occur. If this does happen, please contact us for further details.
We do accept returns of erroneous goods provided they are:
- In good, saleable condition.
- In original packaging with seals intact.
Halo customers are responsible for return shipping costs.
To complete your return, we require a receipt or proof of purchase.
If returning a product, mail to: Suite 3.01, Level 3, 61 Dunning Ave. Rosebery NSW 2018, Australia. Please do not send your purchase back to the manufacturer.
If we receive your order returned undeliverable due to incorrect address or the shipping carrier was unable to deliver your package, Halo will gladly re-ship or refund your order. If your order is re-shipped, additional shipping charges will be required.
Our returns policy is valid for 35 days. After this period we no longer can offer you a refund or exchange. In the case of international orders (orders delivered outside of Australia), we extend our policy to 60 days.
Refunds (if applicable)
Halo strictly do not offer refunds for change of mind or incorrect purchases.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Customers who have received product/s with a manufacturing fault or incorrect item, will receive a refund. (Note – Halo undertake strict quality control on every item prior shipment & upon receiving return).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at: firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded. Sale and clearance items cannot be refunded.
Defective or damaged items
If items you have received are faulty or not as ordered please do not use the above return process, instead contact us on the number provided immediately within 24 hours.
(Any evidence you can provide of the fault will help us to speed up your claim)
Please keep all packaging in the event the courier requires this for the damage claim. These steps must be followed to ensure the courier accepts liability and to avoid any disputes. We only replace items if they (not their packaging) are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Halo reserve the right, at their sole discretion, to provide you with a refund and/or reimburse you for your returns fees. You will not be reimbursed returns fees if our Customer Care team have not advised you via email, prior returning the faulty garment(s).
All of our sales may incur Duty, Taxes and other charges depending on the Import regulations of your country (the value of the goods).
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be as order values vary and destination country rules and regulations vary. In order to ensure the earliest possible delivery of your order, please pay these charges in a timely manner if requested by Australia Post.
Once a Returns item(s) reach Halo , Halo will inspect the item(s) to ensure the eligibility criteria has been met. Within ten (10) days of receiving the Returns item(s), Halo will issue a Credit-Note, at its sole discretion.
If Halo , at its sole discretion, determine that a Refund is to be provide, then Halo will process the Refunds within ten (10) business days of receiving the Returns.
Please note that all Credit-Notes will be issued via email and in the form of a code. The Credit- Note will remain valid for 3 months from the date of issue.
ALL SALES ARE FINAL.
Please note that pre-orders cannot be cancelled once they have been processed.
If an incorrect shipping address is provided by a customer, the order will be returned to Cool Halo and the customer must pay to re-ship the purchase order.
Unfortunately, Halo is not held responsible for lost or stolen packages or delays in transit. Halo does not take on any responsibility and/or liability of a purchase order once delivered and confirmed delivered by tracking. We have options for guarantee lost or damaged packages at shopping cart to protect your goods, a surcharge is required.