Refund policy
30-Day Wonder Guarantee
We want every family to feel excited and confident when they shop with Eye Heart. If something isn't right with your order, we'll fix it quickly and with care.
We offer a 30-day satisfaction guarantee on all products (except Prototype Project packs). If your item arrives damaged, faulty, missing parts, or simply isn't what you expected, you can request a replacement or refund within 30 days of receiving it.
Australian Consumer Law
Our guarantee sits alongside your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality.
How to Request a Refund or Replacement
Email us at info@eyeheart.com.au with:
- Your order number
- A short description of the issue
- A photo if something is damaged or faulty - this helps us improve
Our team will respond within 2-3 business days.
Replacements
If any part of your order is damaged, faulty, or incomplete, we'll send a free replacement as quickly as possible. You won't need to return anything unless we specifically ask.
Refunds
Once your refund is approved, it will be processed back to your original payment method within up to 10 business days.
Returns
In some cases we may ask you to return the product so we can review the issue and continue improving our quality. If this happens, we'll guide you through the process step by step.
Change of Mind
We don't offer refunds or exchanges for change of mind purchases. We encourage you to read product descriptions carefully before buying - and if you have any questions about whether a kit is right for your child, we're always happy to help at info@eyeheart.com.au before you order.
What's Not Covered
- Requests made more than 30 days after delivery
- Products damaged due to misuse or accidents
- Prototype Project packs - these are early-stage products sent to our community of testers at a subsidised cost, and are excluded from our standard guarantee for that reason
Need Help?
We're always here. Email: info@eyeheart.com.au
Because curiosity should always feel fun, safe, and worry-free.