Refund policy

Returns & Refunds Policy

Our 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.

On top of your rights under the Australian Consumer Law (below), we offer a 30-day satisfaction guarantee on all products. If your item arrives damaged, faulty, missing parts, or simply isn't what you expected, contact us within 30 days of receiving it and we'll fast-track a replacement or refund - no back-and-forth required.

Your Australian Consumer Law rights don't stop at day 30 - see below.

Your Rights Under the Australian Consumer Law

This guarantee sits alongside - and doesn't replace or limit - your rights under the Australian Consumer Law (ACL). These rights don't have a fixed expiry date; they last for as long as is reasonable given the nature of the product, its price, and what you'd expect it to do.

You're entitled to a repair, replacement, or refund if a product has a problem, and to compensation for any reasonably foreseeable loss this causes. If the problem is major (for example, the product is unsafe, significantly different from how it was described, or can't be used for its intended purpose and can't easily be fixed), you can choose whether you'd like a repair, replacement, or refund. For minor problems, we'll generally offer a free repair or replacement first, within a reasonable time.

This applies to all of our products.

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 visibly damaged or faulty (this helps us assess the issue quickly, though it's not required to lodge your request)

Our team will respond within 2-3 business days.

Replacements

If any part of your order is damaged, faulty, or incomplete, let us know which remedy you'd prefer - for major problems, it's your choice. In most cases we can send a free replacement quickly, and you won't need to return anything unless we specifically ask.

Refunds

Once your refund is approved, we'll process it back to your original payment method within 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 we do, and the item is genuinely faulty, we'll reimburse your reasonable postage costs (or arrange and pay for collection for larger items) - just keep your receipt and 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. This doesn't affect your rights under the Australian Consumer Law for products that are faulty, unsafe, or not as described.

What's Not Covered by Our 30-Day Guarantee

•         Products damaged due to misuse or accidents

•         Requests made more than 30 days after delivery for reasons other than a fault, safety issue, or major problem — these are still assessed under the Australian Consumer Law, which doesn't have a fixed time limit

Need Help?

We're always here. Email: info@eyeheart.com.au

Because curiosity should always feel fun, safe, and worry-free.