Refund policy

Refund policy

HEY PEEPS REFUND AND RETURN POLICY

OVERVIEW

At Hey Peeps, we want your little ones to love their sunglasses. To ensure your complete satisfaction, we offer a clear exchange and refund policy.

QUICK SUMMARY

  • Damaged or faulty items: Full cash refund
  • Change of mind (unused): Store credit valid for 12 months
  • Customer pays return shipping for all returns and exchanges
  • 30-day return window from delivery
  • Refunds processed within 5-7 business days of receipt

RETURN PERIOD

  • All return/exchange requests must be initiated within 30 days of delivery
  • Sunglasses must be returned in their original case and packaging along with all accessories

  • Contact us at hello@heypeeps.com.au before returning items so we can provide return instructions and a return address

SIZE EXCHANGES

Not sure about sizing? Check our Size Guide before ordering to ensure the best fit for your little one.

If you need to exchange for a different size:

  • Contact us at hello@heypeeps.com.au with your order number
  • Return the original pair unworn with all original packaging and accessories
  • Return shipping costs are the responsibility of the customer

  • We'll send the new size once we receive your return

DAMAGED OR FAULTY ITEMS

If you receive sunglasses that are damaged or faulty:

  1. Email us immediately at hello@heypeeps.com.au
  2. Include your order number in the email
  3. Attach clear photos showing the damage or fault
  4. We will process a full cash refund once the claim is verified

RETURNS FOR CHANGE OF MIND

For unused and undamaged sunglasses:

  • Store credit will be issued upon receipt of the returned items
  • Sunglasses must be in original condition with original packaging and all accessories
  • Return shipping costs are the responsibility of the customer
  • Tracking number to be provided to Hey Peeps by customer
  • Store credit will be valid for 12 months from the date of issue

EXCHANGE PROCESS

  1. Contact our customer service team to initiate the exchange
  2. Receive return instructions and shipping address
  3. Return the sunglasses in their original condition and packaging along with all accessories
  4. Once received, we will process your exchange or store credit

EXCLUSIONS

  • Sunglasses that have been worn outdoors, have scratched lenses, or show visible damage
  • Items marked as final sale
  • Items without proof of purchase

HOW TO RETURN YOUR SUNGLASSES

  1. Email hello@heypeeps.com.au with your return request
  2. Include your order number and reason for return
  3. Wait for our confirmation and return instructions
  4. Package the sunglasses securely in their original case and packaging
  5. Ship to the provided return address

ADDITIONAL INFORMATION

  • Refunds will be processed using the original payment method for damaged/faulty items
  • Store credits will be issued via email
  • Processing time for returns is typically 5-7 business days upon receipt
  • We reserve the right to refuse returns that don't meet our policy requirements

FREQUENTLY ASKED QUESTIONS

What if I ordered the wrong size?
Check our Size Guide before ordering. If you need to exchange sizes, contact us at hello@heypeeps.com.au. Items must be unworn with original packaging, and customers are responsible for return shipping costs.

How long do refunds take?
Cash refunds for damaged or faulty items are processed within 5-7 business days of receiving your return. Store credits are issued via email within the same timeframe.

Do I need to pay return shipping?

  • Damaged or faulty items: No, we cover it

  • Size exchanges or change of mind: Yes, customer pays return shipping

What if I lost the original packaging?
Contact us at hello@heypeeps.com.au. We'll work with you on a case-by-case basis, but items must still be unworn and in resalable condition.

CONTACT US

If you have any questions about our return policy or need assistance:

  • Email: hello@heypeeps.com.au
  • Include your order number in all correspondence

  • Our team will respond within 2 business days

At Hey Peeps, we're committed to ensuring your children's eyewear needs are met with the highest level of service and quality. We will work with you to resolve any issues with your purchase.