30 Day Return Policy:
Escapist Heaven is fully dedicated to taking care in seeing your product delivered to you in a secure and timely manner. All products are packaged for safe handling during shipping. If there is an issue with damage during shipping or if there is a manufacturing defect please contact us immediately at sales@escapistheaven.com.au and we will get back to you as soon as possible.
Please be aware that all returns and exchanges must be received by Escapist Heaven within 30 days of receiving your product at your delivery address. You will be contacted within 1-2 business days after we receive your inquiry. Once notified of damage or defect, Escapist Heaven customer service will require you to provide your name, order number and photo evidence that clearly identifies the issue. We will review all evidence and contact you as soon as possible to discuss further options regarding the products issue.
Defective Products:
Escapist Heaven will only issue refunds or exchange products determined to be defective and if the defective item is returned to us in identical condition as it was received by the customer.
Defects such as packaging variations, creases and scuffs are not covered by our return policy.
Postage may be refunded once we receive defective product. However, customers must be aware that Escapist Heaven reserves the right not to reimburse postage costs unless it is clearly approved that the product is to be returned to our storefront. Therefore, it is explicitly important that if you have received a damaged product you must contact us within the 30 day period of receiving the product. Escapist Heaven may reimburse postage costs at our own discretion depending on legitimacy of damage or defects and as long as the customer reaches out within this 30 day period.
Refunds:
All refunds are handled at the discretion of Escapist Heaven and will incur a standard 10% restocking or cancellation fee. Unless the product is deemed defective or is explicitly different from the advertised product, customers may not be entitled to a refund or exchange of any kind. This fee also applies to a cancellation of items not yet received by the customer.
In the event that a refund is issued, the customer will receive their money back in the same manner and currency in which the product was purchased, i.e. Bank Transfer, PayPal or Credit Card. No refunds will be issued outside the allowed 30 day refund period. In the event that the order has aged past this time frame, at our discretion, customers may be subject to refund via gift voucher.
If purchase was made Via Bank Transfer Escapist Heaven will refund the money to your Bank Account. In order to do this you must first provide Escapist Heaven with your Account Name, BSB, and Account Number. Transfers from financial institutions are not instant and it may take up to 3-5 business days from the time the transfer was made to receive your refund.
Refunds to a Credit Card will be made to the exact card which was used to purchase the product. The refund you are issued will be made in Australian Dollars (AUD) at the current exchange rate. Escapist Heaven is not liable for any variation in amount refunded due to exchange rates. It may take up to 30 days for the refund to show up on the card statement. In the event of your card being expired or cancelled, the refund will need to be made through Bank Transfer or PayPal. Escapist Heaven cannot refund money to a different Credit Card.
If you purchased via PayPal, the way in which a refund is credited is dependent on how the original payment was made. If you paid via Bank Account (either a Check or Instant Transfer) or PayPal balance, the money will be refunded back to your PayPal balance. If you paid via Credit Card, the money will be refunded back to your card. It may take up to 30 days for the refund to show up on the card statement.
Refunds are issued in Australian Dollars (AUD) at PayPal’s current currency exchange rate. Escapist Heaven is not liable for any variation in amount refunded due to exchange rates.