Returns Policy

Customer Satisfaction Is Our Priority.

We are serious about delivering the best online experience, if you have any concern with your order please contact us immediately. We are here to help! 

100% Satisfaction Guarantee

If you are unhappy with an item for any reason we will gladly accept unworn product in its original packaging for full refund within 30 days from the date you received it. 

Faulty Or Wrongly Shipped Items

For all faulty, damaged or wrongly shipped items please notify us in writing within 7 days of receipt of purchase stating product concerns and intent to return for a refund or exchange.

Please send your notice to- team@heatwavevisual.com.au

One of our team will contact you via email and provide you with a 'Returns Form' and a 'Return Shipping Label' link. 

For your convenience we provide two methods to create your return shipping label.

1. Paperless- Scan a QR code (provided)  and print a return label in store and email your ‘Returns Form’ to: team@heatwavevisual.com.au
2. Print your own label- A label will be created for you to print at home and attach to your parcel. Please ensure you print the ‘Returns Form’ and send with your parcel.

Products must be returned ( see product conditions below ) to Heat Wave Visual Australia within 10 days of receipt of purchase.

Products must be in original 'as new' condition. All packaging as new and in tact. Apparel to be unworn with tags attached

We reserve the right to refuse a refund or exchange if the products do not meet the above criteria.

Exchange Orders

Items must meet the same criteria as ‘Refund’ requests. Return postage costs will apply to all exchanged goods.

All returns and exchange goods are required to be returned within 30 business days of the purchase date. Once items are received to our warehouse, we will process the refund/credit note/ exchange within 3 business days. 

Warranty Items

Heat Wave Visual Aust guarantees all of its products against manufacturer's defects for a period of 12 months from the date you received it. We will replace any defective or malfunctioning product at no charge to the customer. This warranty does not cover normal wear and tear, including but not limited to: scratched lenses, accidental damage, loss or theft of product, or misuse as determined by Heat Wave Visual Aust. 

In all cases a direct replacement will be provided. In the event an item is discontinued or out of stock a store credit to the equal value will be provided.

All warranty items are back to base- the customer is responsible for shipping a defective product to our warehouse if required. Warranty items issued from HWV will not incur shipping costs.

Custom Orders (Customizer) 

Custom orders ( including the 'Customizer Service' ) are not eligible for a refund or store credit unless found faulty or the item was wrongly shipped. Exchange will be considered and assessed on a case by case basis which may include further advice.

Sale Items

Sale items are final and not eligible for a refund unless damage is evident that was not described prior to sale transaction. A store credit may be considered- this is assessed on a case by case basis.

HWV Activation Event Items

Apparel items purchased on sale during a HWV event are final and not eligible for a refund unless damage is evident that was not described prior to sale transaction. A store credit may be considered- this is assessed on a case by case basis.
Heat Wave will never knowingly mislead our customers or sell a defective item unless it is declared and marked accordingly. Sale items purchased at a HWV activation during an event are marked down due to end of season or a show special discount.

Returns Shipping

Shipping to our mailing address is the responsibility of the purchaser and is non refundable for exchange items and satisfaction guarantees.

In some cases where an item is wrongly shipped we may accept costs incurred if we are found to be at fault, this is assessed on a case by case basis.

Refund Processing

Once items are received back to our warehouse, we will process the refund/ credit within 1-3 business days to your payment gateway less any transaction fees applicable.

Mailing Address:

Heat Wave Visual Aust

Unit 3/ 15 Holt St

Pinkenba QLD 4008

Australia

Your feedback is valued! We take pride in our customer service experience and will always strive to provide the best experience for our customers.

-The Team

HWV