Refund policy

Refund policy

HEY PEEPS REFUND AND RETURN POLICY

OVERVIEW

At Hey Peeps, we want your little ones to love their sunglasses. This page explains how exchanges, refunds and store credit work.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights. The conditions below apply to our size exchanges and change of mind returns, which we offer on top of the law.

QUICK SUMMARY

  • Damaged or faulty items: repaired, replaced or refunded
  • Size exchanges: 30 days, tried on at home
  • Change of mind: store credit valid for 12 months
  • We pay return shipping on faulty items. You pay it on size exchanges and change of mind
  • Refunds processed within 5 to 7 business days of receipt

RETURN PERIOD

  • Size exchange and change of mind requests must be made within 30 days of delivery
  • If a pair is faulty, see Damaged or faulty items below
  • For size exchanges and change of mind returns, sunglasses must come back in their original case and packaging with all accessories. This does not apply to a faulty pair
  • Please email hello@heypeeps.com.au before returning anything

SIZE EXCHANGES

  • Check the Size Guide before ordering
  • Try them on at home before the first outing. Fit shows itself in about a minute
  • Email hello@heypeeps.com.au with your order number within 30 days of delivery
  • Return the original pair in the condition it arrived in, with all original packaging and accessories. Tried on at home is fine. A day at the beach is not
  • Return shipping is at your cost
  • The new size is sent once your return arrives
  • If nothing in the range fits, we will issue store credit rather than push you into a swap

DAMAGED OR FAULTY ITEMS

  1. Email hello@heypeeps.com.au with your order number
  2. Attach clear photos of the fault
  3. Hold off posting anything back until we have replied
  4. Minor problem: we will repair or replace at no cost to you. Major failure: you choose, refund or replacement
  • We pay return shipping on faulty items
  • You do not need the original case or packaging
  • Our frames are built to bend rather than snap, and being sat on is normal life with a small child, so if one gives way we want to see it
  • What we cannot cover is a pair that has been lost or destroyed. Lenses also pick up scratches over a summer of sand and sunscreen, and that is wear rather than a fault

RETURNS FOR CHANGE OF MIND

  • Within 30 days of delivery, in the condition it arrived in, with original packaging and accessories
  • Store credit is issued once we receive the return
  • Store credit is valid for 12 months from the date of issue
  • Return shipping is at your cost
  • Tracking number to be provided to Hey Peeps by customer

EXCHANGE PROCESS

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

EXCLUSIONS

These apply to size exchanges and change of mind returns only. They do not apply to a faulty pair.

  • Returns without proof of purchase. Your order number, order confirmation email or a bank statement showing the purchase all work
  • A pair that has already been out and about: worn at the beach, in the sand or in the pool, or damaged after delivery
  • A pair sent back without contacting us first, since we cannot match it to an order

Sale and discounted items are not excluded. A discount does not remove a consumer guarantee.

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 are made to the original payment method
  • Store credits are issued by email
  • Processing time is typically 5 to 7 business days from receipt
  • We may decline a size exchange or change of mind return that does not meet the conditions above. This does not affect your rights if a pair is faulty

FREQUENTLY ASKED QUESTIONS

What if I ordered the wrong size?
Check the Size Guide first, and try them on at home before the first outing. Email hello@heypeeps.com.au within 30 days. The pair needs to come back in the condition it arrived along with all accessories, and return shipping is at your cost.

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?
Faulty items, no, we cover it. Size exchanges and change of mind, yes.

What if I lost the original packaging?
Email hello@heypeeps.com.au and we will work with you case by case. For a size exchange or change of mind return the pair still needs to be in the condition it arrived in. For a faulty pair, packaging is not required at all.

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.

Last updated: 8 September 2026