Australasia Guarantee & Exchange Policy
When a Consultant or a customer orders a product and later decides they would like something different or submitted an incorrect item number, Close To My Heart will exchange the item(s). In an exchange, the Consultant or customer is responsible for:
- Postage necessary to return the item to Close To My Heart;
- Any price difference between the Close To My Heart products being returned and the price of the new products ordered; and
- The reshipping fee ($9.50 AUD).
All exchanges must be made within 90 days of date of purchase. Always use the Exchange Form when sending products to be exchanged. Products returned for exchange must be new, unused, featured in the current Idea Book, and not currently on a retired product list. Idea Books, logo items, Stamp of the Month Sets, Constant Campaign or other promotional items cannot be exchanged. If the product being exchanged has a greater retail value than the new item being requested, the Consultant is responsible for refunding the difference to the customer, and Close To My Heart will refund the difference to the Consultant on the next commission cheque. Close To My Heart does not offer cash refunds. Exchanges should be sent separately from any other business transaction, and the package should be marked “ATTENTION: EXCHANGES.” Fill out the Exchange Form correctly and completely, and be sure that the mailing envelope has your return address on it. You may wish to insure the shipment because Close To My Heart is not responsible for any packages that are damaged or lost in the mail.
Exchange forms are available in a downloadable format online in the Consultant area of the website. Be sure to include the original order number on the forms, then return the stamps or other products to Close To My Heart in a padded envelope or packed well in a small box.
Close To My Heart does not offer cash refunds. In the event Close To My Heart filled an order incorrectly, Consultants can return the incorrect product on behalf of themselves or their customers for the correct product.
When a product is defective, customers need to contact their Consultant who will then contact the corporate office directly. Defective products must be returned within 90 days of purchase. Defective stamps may only be exchanged for the identical stamp design.
Always use the Return Form when returning defective product to Close To My Heart. Several returns can be sent together, but do not include orders, exchanges, or any other business with returns. Mark the package “ATTENTION: RETURNS.”
To avoid unnecessary charges, fill out the Return Form correctly and completely, and be sure that the mailing envelope has your return address on it. You may wish to insure the shipment because Close To My Heart is not responsible for any packages that are damaged or lost in the mail. The Return Form is available in a downloadable format on the corporate website.
Put the following information on your package when sending in a return:
For Australian Consultants:
Close To My Heart Australasia P/L
PO Box 1087
Hornsby, NSW 1630