Returns, Exchanges, Replacement and Refund Policy

In this page:

What is your replacement policy

What is your return policy

Will I get a refund for my return

When will we issue store credit

What if I want to exchange an item

Exchange/refund for downloadable items

Introduction

For any inquiries related to Return, Exchange, Replacement and Refund please contact us as soon as possible at [e-mail].

We will accept the request if it meets the following guidelines:

Replacements

Hillsong Music Australia will replace any defective product.

Replacements are issued upon the following criteria: 

• The purchased item is defective. Confirmation of purchase and evidence of the defect is provided via photograph of the item, which can be submitted via email at [e-mail].
• An item is confirmed to have been lost in transit upon confirmation letter from the carrier. Please also review our international shipping article.
• Exceptions may be considered in which case 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.

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

Example of defective item:

• Skipped CD/DVD/Vinyl on the first trial. We will not rule in any errors on these media and issue a replacement for any media that has been used more than once.
• Damaged apparel/items upon receiving.

Returns

Item must be returned to its original warehouse.

All returns will require a return label to ensure item arrives safely at the correct warehouse. The return label is not a prepaid label. Customers will need to cover the cost of shipping.

Without the return label on the return package, we cannot guarantee that the item will arrive safely and will not able to process the refund if the returned item is lost during transition.

Return labels are issued upon the following criteria:

• Item is still in the original condition, with tags attached, unworn/unwashed, box or plastic wrap not opened, CD has not been played.
• For music resources, item was purchased with different format and is unopened.
• Item is not defective and is still in good condition (undamaged, in original, undamaged packaging). For defective item, please review our replacement policy.
• Return request is made within 30 days of receiving items.
• Item needs to be exchanged with another size or items. Please review our exchange policy for more information.

To request your return, please contact [e-mail] providing proof for one or more of the criteria above (with photograph if applicable).

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

Items can be returned for refunds or store credits. The initial shipping cost is not applicable for refund due to this service already being accepted in the checkout process and used to ship your order. We are only able to make exceptions in special cases due to internal error. Please review our refund or store credit criteria.

 Refunds

Refunds are issued when the warehouse has confirmed that the item is received in good condition.

Refunds will not be issued upon the following criteria: 

• Item received damaged as it arrives on the warehouse. In this case, we might be able to arrange store credit. Please review our Store Credit section.
• A product does not fit the user properly (please contact us at [e-mail] to arrange an exchange for a different size and see our exchange policy).
• 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.  

Store Credit

Store credits will be issued upon the following criteria:

• Returned item received damaged as it arrives on the warehouse.
• Customer received defective product and refused to receive any replacements.

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 [e-mail] 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 30 days after goods received.

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

• You may be eligible for store credit which can 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 to order a physical copy of the resource purchased digitally accidentally (In this case, a customer must place a new order for the physical product before we can issue a refund on the digital version).

If you have further inquiries regarding our return policy, please contact [e-mail]