Refund policy

Change of mind is not a valid reason for a refund.  However, in some cases we will negotiate with the customer on why they have changed their mind. We may in some cases agree to refund as long as the customer sends the item back at their expense. We also have a return handling fee/restocking fee of 20% the original cost of the product (freight and other charges excluded).

All refunds are repaid only as customer’s original payment. For example if a customer paid by credit card, they will be refunded on credit card. All items must be returned in their original condition. 

Products with numbers and/or plaques bolted on, custom made & laser cut items are not refundable. Any letterbox with post purchase damage or marks is not refundable. All refunds are subject to a 20% restocking fee of the original cost of the product (freight and other charges excluded).

Custom Faceplate Orders

Once you have placed your order the authority is given to proceed with project drawings. If you are to cancel your order after receiving these drawings, Heatlie Letterboxes reserves the right to retain up to 40% of the total cost of the job, for drawing services rendered.

Please ensure you choose wisely, ask questions - we are here to help.

All cancellations and returns will incur a 20% restocking fee and a delivery fee from the place of pick up to the Heatlie Letterboxes factory. Alternatively, you may wish to organize your own transport at your own cost, to return the goods. Any refunds will only be given once the goods have been returned, inspected and are deemed to be...

1. Not used or installed.

2. In new condition without any scratches, dents or marks that may occur through transport and use that will require that product to be refurbished in any way, for re-sale. This includes packaging. 

3. Free from customised features such as attached numbers, water jet cut outs etc.

Proof of purchase is always required.