Complaint Handling

Our Commitment

At Heathenor, we are dedicated to providing exceptional customer service and ensuring your satisfaction with our products. We acknowledge the importance of addressing complaints promptly and fairly. Our team is committed to investigating and responding to all complaints in a timely manner, ensuring a fair resolution is achieved.

How to Submit a Complaint

If you have a complaint, please contact us through the following preferred channels:

What Information to Include

To assist us in resolving your complaint efficiently, please include the following information:

  • Your order number
  • A detailed description of the issue
  • Your desired remedy (e.g., refund, replacement, repair)
  • Any supporting evidence (e.g., photos, correspondence)

Response Timeframe

We aim to acknowledge receipt of your complaint within 2 business days. A full response will be provided within 10-15 business days, depending on the complexity of the issue.

Complaint Categories

Product Quality / Defect

If you experience a problem with the quality or defect of a product, Australian Consumer Law guarantees apply. Please refer to our Refund Policy for more information.

Delivery Issue

For issues related to delivery, such as delays or non-delivery, you are entitled to remedies under ACL s.61, including a refund, re-delivery, or cancellation.

Incorrect Item

If you receive an incorrect item, we will provide a replacement or refund at no extra cost to you.

Privacy Concern

For privacy-related complaints, you may escalate the issue to the Office of the Australian Information Commissioner (OAIC) if necessary. Please see our Privacy Policy for more details.

Marketing Complaint (Unsolicited)

For complaints regarding unsolicited marketing communications, remedies are available under the Spam Act 2003.

Escalation Paths if Not Resolved Internally

  • Product/Consumer Rights: Contact the ACCC at accc.gov.au or your state fair-trading office, such as NSW Fair Trading, Consumer Affairs Victoria, or the Office of Fair Trading QLD.
  • Privacy: Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or call 1300 363 992.
  • Payment Dispute: Contact your financial institution or the Australian Financial Complaints Authority (AFCA).

Record Keeping

We maintain records of complaints for improvement purposes. Our Privacy Policy applies to all personal information collected during this process.

Accessibility of Complaint Channels

We offer multiple channels for submitting complaints to ensure accessibility for all customers. Our responses are provided in plain English to facilitate clear communication.

Last Updated: May 2026