Grimm Masquerade

Refund & Return policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Campbelltown@thehallofheroes.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Campbelltown@thehallofheroes.com.au.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, drinks), custom products (such as special orders or personalized items. *also see Customer Special Order Policy), as well as Card Singles ie. MTG Cards. We also do not accept returns for hazardous materials ie. Spray Cans.

Please get in touch if you have questions or concerns about your specific item.

CHANGE OF MIND

We are not required to provide a refund or replacement if you change your mind.

At our discretion we may offer an exchange for a Hall of Heroes Gift Voucher.

A requirement for such an exchange is that the product is sealed in its original packaging, unused, unopened and in brand new resalable condition and it is within 30 days of your original purchase (or delivery date if shipped)

Please note you would be responsible for returning the product, as well as the original cost of shipping.

If the product has a tamper-proof seal, it must be intact and undamaged. Any returns found to have been opened, used, or damaged will not be eligible for exchange, and will be held until the customer returns to collect the product or pays for return postage. If return postage is not paid by the customer within 30 days of being received by us, the product will be considered abandoned, and we will dispose of it. Restocking fees may apply if the product is not in its original condition.

 Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

FAULTY PRODUCTS

If a product that you have purchased from one of our stores does not meet expectations of the item as it was advertised, or the product is faulty, then please return the product to where you made the purchase for an exchange or refund, in accordance with Australian Consumer Laws.

You can choose a refund or exchange if an item has a major problem. This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description.
• or doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement.

Please keep your proof of purchase – e.g. your receipt, invoice or confirmation email.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Disclaimer

We have tried our best to ensure our website is accurate however it is possible that an occasional error may occur. Therefore, we cannot be held responsible for typographical errors, product changes, availability, or price variations.

For additional information about Australian refunds, consumer information and retailer standards please visit (link)

• Our refund policy adheres to The Australian Consumer Law (2011)

Repairs, replacements and refunds | NSW Fair Trading