Returns & Refund Policy

Effective Date: 3 June 2026
Last updated: 20 July 2026

Welcome to I Heato. We specialise in creating quality, customised apparel and digital-print garments designed for your lifestyle. To maintain transparency and support our operations, we have established the following guidelines in accordance with Australian consumer standards.

RETURN POLICY AT A GLANCE

    • Return Window: 20 calendar days from delivery

    • Eligible Items: Standard, unworn items with tags attached (or defective custom items)

    • Non-Returnable for Full Refund: Custom or made-to-order pieces (unless defective; partial compensation may apply for customer errors)

    • Restocking Fees: $0 (No restocking or processing fees charged)

    • How to Return: 

      • Our Error / Defective Items: We bear all necessary costs (including return shipping, customs/import duties associated with the return, and full original shipping refunds).

      • Customer Error / Change of Mind: Customer bears all return costs, including return shipping fees, international parcel tracking, and any incurred customs duties or import taxes. Original shipping fees are non-refundable.

      • Address Instruction: Please do not ship items back privately. Contact support@iheato.com first to obtain authorization and the designated return address.

    1. POLICY AT A GLANCE

    Category Return Eligibility Return Destination
    Personalised / Bespoke Print Exempt from standard returns. Verified defects: Full refund/replacement (20 calendar days). Non-defect issues: Partial compensation / store credit. Not Applicable
    Blank / Non-Custom Stock Permitted within 20 calendar days of delivery (Subject to original item conditions). Address provided upon authorization
    Faulty or Incorrect Shipments Contact support within 20 calendar days for replacement, full refund, or negotiated solution. Address provided upon authorization 

    2. PERSONALISED & MADE-TO-ORDER APPAREL (EXEMPT FROM STANDARD RETURNS)

    Custom-printed pieces are manufactured to the specific requirements of your uploaded artwork and requested size profile. Because these bespoke creations are uniquely produced and cannot be resold to another customer, we do not accept standard returns or offer full refunds for instances involving:

    • Change of mind or personal preference regarding the design

    • Incorrect sizing selections (we recommend reviewing our sizing chart prior to purchasing)

    • Design variations (including minor differences in print placement, colour saturation, image dimensions, or brightness)

    • Errors in the client's source file (such as typographical errors, low-resolution graphics, or alignment issues)

    Partial Compensation Policy: > If an issue with a custom item is caused by customer error (e.g., incorrect size selected), while a full refund cannot be issued, please contact us within 20 calendar days of delivery. We may offer partial compensation or store credit on a case-by-case basis to help you reorder.

    Order Cancellation for Custom Items: Once an order for a custom or bespoke item is placed, it cannot be cancelled or modified, as our production process begins promptly to support timely delivery.

    Seller Responsibility: In the event that your bespoke garment arrives with a verified printing error or structural flaw caused by our facility, please refer directly to Section 6.

    3. NON-CUSTOM BLANK GARMENTS (20-CALENDAR DAY RETURN WINDOW)

    For standard, unprinted merchandise, you may initiate a return request within 20 calendar days from the date the package is delivered to your address.

    Conditions for Eligibility:

    • The apparel should be unworn, unwashed, unaltered, and free of damage.

    • Original product tags, labels, and packaging should remain intact.

    • Valid proof of purchase (your order number) must be included.

    Fees & Costs Allocation (GMC Transparency):

    • Restocking Fee: $0 (We do not charge any restocking or administrative fees for returns).

    • Customer's Fault / Change of Mind: The customer is responsible for all costs associated with returning the item. This includes the return shipping fee and any applicable international customs duties, import clearance fees, or taxes incurred during the return process. Original shipping fees are non-refundable. We strongly recommend using a trackable postal service.

    • Our Fault / Defective Items: If the return/issue is caused by our error (e.g., faulty, damaged, or incorrect item dispatched), we bear full financial responsibility. We will cover return shipping costs, clear any associated return customs duties/taxes, and issue a full refund including original shipping costs.

    Return Address & Authorization:

    Please do not ship items back without prior notice. Contact our official customer support email (support@iheato.com) first to obtain authorization. Upon approval, you will receive the correct and designated return address. Parcels dispatched without authorization will not be accepted.

    4. STEP-BY-STEP RETURN MANAGEMENT

    To support smooth processing, eligible standard product returns should follow this protocol:

    1. Step 1 – Submission: Contact our customer care team via support@iheato.com within 20 calendar days of delivery. Please provide your order number, reason for the return, and photographs showing the garment and its tags.

    2. Step 2 – Authorisation: Upon verification, we will provide you with the designated return information.

    3. Step 3 – Dispatch: Securely pack the items in their original packaging. Clearly mark the Return Reference Number on the exterior of the parcel. Retain your tracking receipt.

    4. Step 4 – Inspection & Refund: Once we receive your returned package, please allow up to 14 calendar days for inspection and refund processing. You will receive a confirmation email once the refund has been processed. If you do not receive it, please contact our official customer service team as soon as possible, and we will expedite the process for you.

    5. OUTBOUND SHIPPING CHARGES & CUSTOMS

    All product prices displayed on our website are in Australian Dollars (AUD) and include applicable customs duties and import taxes, supporting a transparent pricing structure with no hidden fees upon delivery. Standard shipping fees are calculated and finalised at checkout.

    Shipping Rates:

    • Free Shipping: Orders totalling $59 AUD and above (calculated after promotional codes or discounts are applied)

    • Standard Shipping: $7 AUD (for orders between $0.01 and $58.99 AUD)

    Shipping fees collected at checkout represent a service charge paid to logistics providers and are non-refundable once a parcel leaves our facility. This applies to standard returns or change-of-mind claims.

    Exception: If a return is caused by our error (such as a faulty item or incorrect delivery), your full transaction amount—including original shipping costs—will be fully refunded.

    Return Customs Duties & Taxes Allocation:

    • For Returns Due to Customer Choice/Error: Any customs duties, import tariffs, or handling fees generated when returning the package internationally to our designated warehouse are the sole responsibility of the customer. If unpaid return duties are levied on us, they will be deducted from your final refund amount.

    • For Returns Due to Our Error: Any import duties or customs clearance fees resulting from a return process caused by our mistake will be fully absorbed by I Heato.

    6. FAULTY, DAMAGED, OR INCORRECT DELIVERIES

    If your package arrives with any of the following issues, we will address the matter promptly:

    • Manufacturing/Printing Faults: Graphic misalignment, missing elements, or incorrect artwork

    • Fulfilment Mistakes: Incorrect size, colour, or style dispatched

    • Physical Damage: Defective seams, fabric tears, or issues affecting wearability

    Please lodge a claim within 20 calendar days of delivery by emailing support@iheato.com with your order reference and photo evidence. You may choose your preferred resolution:

    • A complimentary replacement dispatched at no additional cost.

    • A full refund covering the item cost and original shipping (a prepaid return label will be provided if return of the item is required, or waived upon agreement).

    7. STANDARD STOCK CANCELLATION

    For standard, non-custom items, cancellation requests can be accommodated before shipment. Once an item has been dispatched, we are unable to process cancellation requests.

    To request cancellation: Contact support@iheato.com promptly with your order number. We will check the order status and confirm if cancellation is still possible. For orders already shipped, you may initiate a return after delivery according to our Return & Refund Policy (Section 3).

    8. AUSTRALIAN CONSUMER LAW (ACL) STATEMENT

    Nothing in this policy excludes, restricts, or modifies any consumer guarantees or rights under the Australian Consumer Law (ACL). If a product fails to meet a consumer guarantee (e.g., acceptable quality, fitness for purpose), you are entitled to a remedy (repair, replacement, or refund) under the ACL.

    9. EXCHANGES

    We offer exchanges for standard, non-custom items if you need a different size or if you prefer an exchange over a refund. (For custom items, replacements are only provided for verified manufacturing errors as outlined in Section 6, or via partial compensation reorders).

    Exchange Eligibility:

    • The item should be unworn, unwashed, unaltered, and in its original packaging.

    • Requests must be initiated within 20 calendar days of delivery.

    Exchange Shipping Costs:

    • Our Error: If we dispatched the wrong size, colour, or a defective item, we will cover all return shipping costs and send the correct replacement at no additional cost to you.

    • Customer Preference (e.g., incorrect size selection): If you need to exchange an item because the size does not fit, you are responsible for the return shipping cost to send the original item back to our designated processing centre. Once we receive the original item, we will dispatch the new size to you with no additional outbound shipping fee.

    How to Request an Exchange: Please contact support@iheato.com with your order number and the reason for the exchange. We will provide instructions.

    10. CUSTOMER CARE & CONTACT

    For inquiries or support regarding our policy, please contact us:

    • Digital Storefront: I Heato

    • Phone: +86 193 2474 1360

    • Inquiry Email: support@iheato.com

    • Corporate Details: www.iheato.com

    • Company Name: Shangrao Hewu Garments Co., Ltd.

    • Business Registration No: 91361124MAK8PDEE6Q

    • Physical Address: Room 411, Building 11, Digital E-commerce Industrial Park, Industrial Zone, Yanshan County, Shangrao City, Jiangxi Province, 334500, China

    • Operational Hours: Monday through Friday, 9:00 AM – 5:00 PM AET — Closed on weekends and official statutory holidays

    — The I Heato Team