Privacy and Return Policy

This Privacy Policy explains how Hearts Desire collects, uses, and protects your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

• Personal details (name, address, contact information)
• Payment information
• Purchase history
• Customer preferences and requirements
• Images or documentation of personal items provided for custom work

• Process your purchases and payments
• Deliver products and services
• Provide customer support
• Send relevant communications about your orders
• Maintain warranty and insurance records
• Improve our products and services

• Secure storage of personal data
• Limited staff access on a need-to-know basis
• Regular security updates and monitoring
• Secure payment processing through authorized providers

We do not sell or share your personal information except:

• With your explicit consent
• To fulfill your orders (e.g., insurers, manufacturers)
• Where required by law

You have the right to:

• Access your personal information
• Request corrections to your data
• Opt-out of marketing communications
• File a privacy complaint

Custom-Made Items

• Custom-made items cannot be returned unless faulty
• Manufacturing faults will be repaired or replaced at our discretion
• Size adjustments available within 30 days (charges may apply)

Stock Items

• 30-day return period for unworn stock items
• Original packaging and documentation required
• Full refund or exchange available
• Items must be in original condition

Warranty

All Hearts Desire pieces come with:

• 12-month manufacturing warranty
• Lifetime cleaning service
• Professional repair service (charges may apply)
• Insurance valuation service

Exclusions

Returns not accepted for:

• Worn or damaged items
• Items without original documentation
• Custom-made pieces (unless faulty)
• Special orders

Process for Returns

1. Contact Hearts Desire
2. Provide purchase documentation
3. Return item in original packaging
4. Include description of issue
5. Allow 5-7 business days for processing

Payment Refunds

• Original payment method where possible
• Processing time 3-5 business days
• Store credit option available

Special Circumstances

We assess on a case-by-case basis:

• Repairs outside warranty
• Special size adjustments
• Insurance claims
• Lost documentation

These policies comply with Australian Consumer Law while maintaining Hearts Desire’s premium service standards.