Returns, Exchanges, Replacement and Refund Policy

Hillsong Music Australia will replace any defective product. In the case of an incorrect item being shipped, please contact us before you return the item as soon as possible or email us at resources@hillsong.com.

Replacements

Replacements are issued upon the following criteria: 

  • The purchased item is defective. 
  • Confirmation of purchase and evidence of the defect is made via photograph of the item, which can be submitted via email at resources@hillsong.com
  • An item is confirmed to have been lost in transit upon confirmation letter from the carrier. 

In the case of a replacement, no return will be necessary unless further analysis of the item is needed. 

Refunds

Refunds are issued upon the following criteria: 

  • The purchased item is defective. 
  • Confirmation of purchase and evidence of the defect is made via photograph of the item, which can be submitted via email at resources@hillsong.com

Refunds will not be issued upon the following criteria: 

  • Dissatisfaction with the product (we may be able to offer store credit as an alternative, otherwise please see our exchange policy below). 
  • A product does not fit the user properly (please contact us at resources@hillsong.com to arrange an exchange for a different size and see our exchange policy below).

Exceptions may be considered on the case that there is a lack of stock in the specific or similar product in an appropriate size for exchange, upon which case a store credit may be issued. 

Returning An Item

If your return is approved, you will be issued a shipping label. We ask that you would please post your return within 7 days, as we are subject to an administration fee with our third-party shipping company outside of this time. 

Exchange Policy

Please note that customers are responsible for the shipping expenses on any exchange, unless there has been an error within the shipping process for which Hillsong Music can be held responsible. 

The most effective way to complete an exchange is to contact resources@hillsong.com with information of your order and your desired item for exchange. You will then be asked to make a purchase of your new item (as we cannot hold stock while your current item is in transit), before being issued a return label of the item to be exchanged. Once the item is received at our warehouse in good condition (undamaged, in original, undamaged packaging) you will receive a full refund for the cost of the item alone. 

Hillsong Music will issue an exchange upon the following criteria: 

  • An item does not fit the intended user. 
  • A customer is dissatisfied with an item. 
  • An exchange request is made within 90 days of the original purchase. 

What if my desired exchange item costs less than my original item? 

  • You may be eligible for store credit, to be used in later purchases with the Hillsong Store. 

 

Downloadable Items

Downloadable items cannot be refunded; however, if you experience an issue with your download (for example the link we provide does not work) we will supply a working link as soon possible.

Exceptions to this policy would include the following:

  • A customer intended on ordering a physical copy (In this case, a customer must place a new order for the physical product before we can issue a refund on the digital version). 

 

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