Refund policy

For inquiries pertaining to returns, exchanges, replacement, and refunds, kindly contact us at resources@hillsong.com at your earliest convenience. We will process your request only if it complies with the following guidelines:

Quick links:
Returns
Replacements
Refunds
Store Credits
Exchange Policy
Downloadable Items
Further Inquiry

 

RETURNS

  • The returned item must be returned to its original warehouse.
  • All returns will require a return label to ensure the item’s safe arrival at the correct warehouse.
  • A return label is not a prepaid label. Customers will be responsible for covering the shipping costs.
  • Without the return label attached to the returning item, we cannot guarantee its safe arrival and will not be able to proceed with the refund if the item is lost during transit.

Return labels are issued upon the following criteria:

  • The item is still in its original condition, with tags attached, unworn/unwashed, box or plastic wrap not opened, and the CD has not been played.
  • For music resources, an item was purchased in a different format and is unopened.
  • The item is not defective and is still in good condition (undamaged, in its original packaging). For defective items, please refer to our replacement policy.
  • The return request is made within 30 days of receiving the items.
  • The item needs to be exchanged with another size or item. Please review our exchange policy for more details.

To propose your return, please contact resources@hillsong.com, providing proof for one or more of the criteria above (with photographic evidence if applicable). If your return is approved, we request that you post your return with the return label attached within 7 days of its issuance, as we are subject to an administration fee with our third-party shipping company outside of this time frame.

Returns can be processed for refunds or store credits. Please review our refunds or store credit criteria for further details.

 

REPLACEMENTS

Hillsong Music & Resources LLC (Hillsong Music) will replace any defective product. Replacements are issued upon the following criteria:

  • The purchased item is defective. Confirmation of purchase and evidence of the defect are made via photographic evidence of the item, which can be submitted via email at resources@hillsong.com.
  • An item is confirmed to have been lost in transit upon a confirmation letter from the carrier. Please also review our international shipping article.


In the case of a replacement, no return will be necessary unless further analysis of the item is required. Examples of defective items include:

  • Skipped CD/DVD/Vinyl on the first trial. We will not rule out errors and issue a replacement for these media if it has been used more than once.
  • Damaged apparel/items upon receiving delivery.

 

REFUNDS

Refunds are processed upon confirmation from the warehouse that the item has arrived in good condition.

Refunds will not be issued under the following circumstances:

  • The item arrives damaged at the warehouse. In such cases, we may be able to arrange store credit. Please refer to our Store Credit section for more information.
  • The item does not fit the user properly. Please review our Exchange Policy for further details and contact us at resources@hillsong.com to arrange an exchange for a different size.
  • Exceptions may be considered in the event that there is a shortage of the specific or similar product in an appropriate size for exchange. In such cases, a store credit may be issued.

 

STORE CREDITS

Store credits will be issued under the following conditions:

  • Upon receipt of an item that arrives damaged at the warehouse.
  • In the event that a customer receives a defective product and refuses to accept any replacements.

 

EXCHANGE POLICY

Please note that customers are responsible for the shipping expenses on any exchange unless there has been an error within the shipping process for which Hillsong Music can be held responsible.

The most effective way to complete an exchange is to email resources@hillsong.com with information about your order and your desired item for exchange. You will then be asked to make a purchase of your new item (as we cannot hold stock while your current item is in transit), before being issued a return label of the item to be exchanged. Once the item is received at our warehouse in good condition (undamaged, in original, undamaged packaging) you will receive a full refund for the cost of the item alone.

Hillsong Music will issue an exchange upon the following criteria:

  • An item does not fit the intended user.
  • The customer is dissatisfied with an item.
  • An exchange request is made within 30 days after goods are received.

What if my desired exchange item costs less than my original item?

You may be eligible for store credit, to be used in later purchases with the Hillsong Resources. Please review our Store Credit criteria.

 

DOWNLOADABLE ITEMS

Downloadable items are non-refundable or exchangeable. However, if you encounter an issue with your download (such as the provided link being inoperable), we will promptly provide a functional link.

The following exceptions apply to this policy:

  • The customer intended to purchase a physical copy. In such cases, a new order for the physical product must be placed before a refund on the digital version can be issued.

 

FURTHER INQUIRY

If you have further inquiries, please contact us.