This Return Policy explains the return and refund procedures for Heyuu traditional Chinese metaphysical services and products. Please read this policy carefully before making a purchase or booking a service.
Important Notice:
Different return policies apply to our services and physical products. Please review the relevant section below.
1. Services (Consultations, Rituals, etc.)
No Refunds Policy:
We do not offer refunds for services once completed.
Why No Refunds for Services?
- Our services involve significant time, preparation, and professional expertise
- Each consultation is customized and cannot be "returned"
- Knowledge and advice provided cannot be "taken back"
- Our practitioners invest considerable effort in each session
Rescheduling Policy
- 24+ hours notice: Free rescheduling available
- Less than 24 hours: Full payment forfeited
- No-shows: Full payment forfeited
- Emergency situations: Contact us immediately - we may make exceptions
Cancellation Before Service
- More than 48 hours: Full refund available
- 24-48 hours: 50% refund available
- Less than 24 hours: No refund
2. Physical Products (Crystals, Talismans, Spiritual Tools, Décor)
Limited Returns:
We have a strict return policy for physical products due to their spiritual, energetic, and metaphysical nature.
What We DO Accept Returns For
- Damaged items: Items damaged during shipping
- Defective products: Manufacturing defects or faults
- Wrong item sent: If we sent the incorrect product
- Significantly not as described: Major discrepancies from listing
What We DO NOT Accept Returns For
- Change of mind: Personal preference changes
- Size/color variations: Natural variations in crystals, stones, and handcrafted items
- Energy concerns: Spiritual, energetic, or metaphysical compatibility issues
- Buyer's remorse: Regretting the purchase decision
- Used items: Products that have been used, activated, blessed, or energetically programmed
- Custom services: Personalized naming, date selection, or ritual work
Return Timeframe
7 Days Maximum
All return requests must be initiated within 7 days of receiving your item.
3. How to Request a Return
Step 2: Provide Evidence
Include clear photos showing the issue (damage, defect, wrong item, etc.).
Step 3: Await Approval
We'll review your request within 2 business days and provide return instructions if approved.
Step 4: Return Shipping
For approved returns due to our error, we'll provide a prepaid return label. For other returns, customer pays return shipping.
4. Refund Processing
Refund Methods
- Refunds will be processed to the original payment method
- Credit card refunds may take 3-10 business days to appear
- PayPal refunds typically process within 24-48 hours
- Bank transfer refunds may take 2-5 business days
Refund Amounts
- Our error: Full refund including original shipping
- Customer error: Product cost only (shipping not refunded)
- Return shipping: Deducted from refund unless our error
- Restocking fee: May apply for certain items (20% maximum)
5. Exchanges
We generally do not offer exchanges due to the unique nature of our products. However, we may consider exchanges in the following cases:
- We sent the wrong item
- The item received was significantly different from description
- Manufacturing defect that doesn't warrant a full refund
Exchange requests must be made within the same 7-day timeframe as returns.
6. Special Considerations
Hygiene and Spiritual Considerations
For health, safety, and spiritual reasons, certain items cannot be returned once opened or used:
- Personal jewelry that has been worn
- Items that have been energetically activated, blessed, or used in rituals
- Custom or personalized products (names, dates, specific consultations)
- Ritual materials that have been opened or used
- Items selected based on personal BaZi or metaphysical analysis
International Orders
- International customers are responsible for return shipping costs
- Customs duties and taxes are non-refundable
- Return processing may take longer due to customs clearance
7. Australian Consumer Law
Your rights under Australian Consumer Law are not affected by this return policy. You are entitled to:
- A refund or replacement if goods are faulty
- Compensation for damages and losses
- A refund if goods are not as described
- Protection against misleading or deceptive conduct
8. Contact Us
If you have questions about returns or need to initiate a return, please contact:
Heyuu
📍708 Centre Road, Bentleigh East VIC 3165
📧support@heyuu.com.au
📞+61 413 219 219
Business Hours: Monday-Friday 9AM-6PM AEST
We aim to respond to all return requests within 2 business days.
