Returns and Exchanges

How to submit Returns?

We are happy to announce we have self-service return here below to fill in your return label.

Alternatively you can contact the online customer service team on (03) 8736 2206 to lodge your request for a return or email us on online@harleyheaven.com.au

60 Day Returns* – COVID-19 rules apply Returns:

Due to the Covid-19 situation - all returns will be quarantined for 5 days and then cleaned, before being processed by our returns team. After the 5 days, your returned item/s will be processed for a refund. If your refund is approved, funds will be returned to your original payment method. Your refund will be processed via your original payment option within 3-5 working days, depending on your financial institution.

RETURNS TERMS AND CONDITIONS

*The item must be in the condition sold to you, un-used and with tags attached (where applicable). Item/s for exchange must be brand new, never-installed/used, and with full undamaged packaging.

 

Please do not place return labels directly onto the manufacturer’s original packaging.

Special ordered items:
A special order is defined as an order of a product that is not visible on our website and not part of our standard product catalogue. Special ordered spare parts, and/or electronics, cannot be returned unless faulty or not-as-described (no return due to change of mind, wrong fitment or incorrect installation).

Please see the list below for things to avoid to ensure your return is accepted:


• Please do not place return label directly onto the manufacturer’s original packaging.
• When trying on boots, please do not stand on your foot pegs as some sharp pegs can mark/damage boot soles, and your return/exchange might not be accepted.
• Please ensure all returned apparel items are free from marks, stains, pet hair and rips as they may not be accepted for return if received damaged (unless faulty).
• Due to health & hygiene regulations, we are unable to accept returns on any undergarments, face masks or bandanas unless faulty.

Some items cannot be returned unless faulty or not-as-described (no returns on these items due to change of mind, wrong fitment, or incorrect installation) these include special ordered spare parts not on our website and electronics

Any return that is not in an acceptable condition will be sent back at the expense of the customer. Please ensure all items are in a new & resaleable condition to avoid your return being rejected.

HELMET RETURN POLICY

When trying on helmets please ensure your face is free of makeup, sunscreen or anything that has the potential to stain the internals of the helmet. Helmet returns will not be accepted if the helmet has been worn, scratched or damaged in any way. If we believe that the shell of the helmet has been compromised in any way, we will not accept the return. Helmet exchanges are reviewed on a case by case basis and are not approved until assessed by a member of our Online Sales Team or supplier and deemed resalable.

SEADOO AND JETPILOT PFD RETURNS

Return unused merchandise with tags attached within 60 days for a full refund or exchange. The goods returned must be unused, in new condition and accompanied by proof of purchase.

These items will be reviewed on a case by case basis inspected and are not approved until assessed by a member of our Online Sales Team or supplier and deemed resalable.

If the item is deemed defective, it will be eligible for a refund or replacement. Used merchandise found to be free of defects will be refused.

DAMAGED/FAULTY ITEMS

Please contact The Online Team via email at: weborders@harleyheaven.com.au before sending back any faulty items to be refunded, repaired, or replaced. If you choose to email our team regarding faulty products please attached images of the fault so our team can assess the item before an RA is approved.

If the item is deemed to be faulty, a pre-paid freight return label will be sent to cover the freight costs of the return. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact our friendly customer service for warranty periods.

We try to process all returns within 5 business day of receiving, but at times this may take longer. If a refund is approved, the amount will be refunded back to your original payment method. Your refund will be processed via your original payment option within 3-5 working days, depending on your financial institution.

Please note, some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case, we will keep you informed on a regular basis via email updates.

CAN I EXCHANGE OR RETURN MY ONLINE ORDER INSTORE?

We recommend returning items ordered online back via postage to our main warehouse. We can organize for your items to be accepted in-store, but they will NOT be able to issue a refund instore under any circumstance and will return your items back to the online warehouse for processing. If you find a product you would like at the same or higher price in-store, they may be able to exchange it for you. please submit an enquiry before attempting to return goods in-store, so we can work out a solution for you.