Shipping Details

Metro Areas(Sydney, Melbourne & Brisbane): Delivery within 3 business days

All Other Locations: Delivery within up to 12 business days

No exclusion zones except PO Boxes

At HEQS, we’re committed to providing a smooth and transparent shopping experience. Please read through our policies below regarding change of mind returns, transit damage, and assembly-related concerns.

Change of Mind Policy

Eligibility

Returns due to change of mind are accepted within 7 days from the date of delivery. The item must be unused, in its original packaging, and in resalable condition. Proof of purchase (e.g., receipt or order confirmation) is required.

Non-Returnable Items

Products that have been assembled, used, or damaged after delivery.

Return Process

Contact our customer service team to initiate a return. Once approved, you will receive instructions for returning the item. Return shipping costs are the responsibility of the customer unless otherwise stated.

Refunds

Refunds will be processed within business days after the returned item is received and inspected. Refunds will be issued to the original payment method, minus any applicable restocking or shipping fees.

Exchanges

If you wish to exchange the item for a different colour or model, please indicate this when contacting customer service. Exchanges are subject to product availability.

Transit Damage Policy

Eligibility

Claims for transit damage must be reported within 3 days of delivery. The item must not have been used or assembled. Clear photos of the damaged item and packaging must be provided.

Contact our customer service team with your order number. Attach photos showing:

• The damaged area(s)
• The packaging (including shipping label)

Our team will assess the claim and respond within 3 business days.

Resolution Options:

• Replacement of the damaged part or item
• Refund or store credit (depending on the extent of damage and availability)

Assembly Damage Policy

Eligibility

Assembly damage caused during self-assembly is not covered unless due to unclear or incorrect instructions. Claims must be submitted within 2 days of assembly. Photos and a description of the issue must be provided.

Contact our support team with your order number and a description of the issue. Include photos of:

• The damaged part(s)
• The assembly area and tools used

Our team will evaluate the claim and provide guidance or resolution.

Resolution Options:

• Replacement parts (if damage is due to unclear instructions)
• Assembly support or troubleshooting assistance

Important Notes:

Keep all original packaging until the issue is resolved. Do not attempt further assembly if damage is discovered during the process.