Refunds and returns policy

Effective date: 01 May 2025
Website: www.heroesjourney.com.au

1. Overview

We want you to be satisfied with your purchase. This policy outlines your rights and options regarding returns, refunds, and exchanges for products purchased through Heroes Journey, including coffee table books and exhibition prints.

2. Australian Consumer Law

Our Refunds & Returns Policy complies with the Australian Consumer Law (ACL). You are entitled to a refund or replacement if the item is faulty, damaged, or not as described. This does not include change-of-mind purchases unless otherwise specified below.

3. Coffee table books

a. Standard and signed editions

Books sold through Heroes Journey are professionally printed, and some may include signatures. All editions are otherwise identical in content and quality.

b. Pre-orders

When purchasing via pre-sale, you acknowledge:

  • The book is still in production.
  • Estimated availability and shipping timelines will be communicated at the time of purchase.
  • Delivery delays may occur, but regular updates will be provided.

Refunds on pre-orders are generally not offered unless the product is not supplied within a reasonable time or as agreed.

4. Exhibition print sales

a. Framed prints

Exhibition prints are often one-of-a-kind and framed. Each item will be clearly described, and images provided where appropriate.

b. Limited editions

If additional smaller-format prints are made available, these will be sold as limited editions and clearly labelled.

Due to the unique nature of some items, returns or exchanges for change of mind may not be possible. However, we’re committed to fairness and may offer a resolution on a case-by-case basis.

5. Change of mind

We do not automatically accept returns for change of mind. However, at our discretion, and where compelling reasons are presented, a refund or exchange may be offered.

To be eligible:

  • The product must be unused and in resaleable condition.
  • You must contact us within 14 days of receipt.

Return shipping in this case is the responsibility of the customer.

6. Faulty, damaged, or incorrect items

If your product arrives faulty, damaged, or not as described, you are entitled to:

  • A full refund, or
  • A replacement or exchange (if available).

You must notify us within 7 days of delivery, including:

  • A brief explanation of the issue.
  • Clear photographs showing the damage or fault.

We may require the item to be returned. If so, return shipping will be covered by Heroes Journey.

7. Proof of purchase

To complete any refund or return, you must provide:

  • A valid receipt, order confirmation, or other proof of purchase.

8. Shipping and return costs

  • Faulty or incorrect items: Return shipping and original delivery charges will be covered by Heroes Journey.
  • Change of mind returns: Return shipping is the responsibility of the customer. Original shipping costs are non-refundable.

9. How to request a return or refund

Please email: info@heroesjourney.com.au with:

  • Your full name
  • Order number or proof of purchase
  • Description of the issue
  • Any relevant photos (for damaged/faulty items)

We aim to respond within 3–5 business days.

10. Contact

For all returns and refund inquiries:

Email: info@heroesjourney.com.au
Phone: 0404 635 327
Shipping: 60 White St, Torquay VIC 3228