Refund policy

 

ON THIS PAGE: 

1. Exchanges & Return

2. Damaged and Defective Items

3. Receiving a Refund 

 

1. EXCHANGES & RETURN

We want you to love your purchase. If you are not entirely satisfied, we accept exchange and return on most items that meet the following criteria:

 

1.1 Return conditions

Items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

To be eligible for a refund, your item must meet these requirements:

  • Return/Exchange Window: Request must be made within 30 days of delivery.

  • Condition: Items must be in their original, pristine condition—unworn, unwashed, and with all tags securely attached.

  • Packaging: The original box or wrapping must be undamaged. For CDs, the original plastic wrap must be intact and the seal unbroken.

  • Completeness: The item must be returned inside its original packaging with all included accessories.

 

1.2 Non-returnable items

Please note that the following items are final sale and not eligible for return:

  • Customized or personalized products.

  • Digital or downloadable items, unless the provided link is faulty. Read our Digital Goods Policy here.

 

1.3 Return shipping & labels

To ensure the safe arrival of your return, all items require an official return label/documentation issued by our team.

  • Shipping Fees: Please note that our official return labels/documentations are not prepaid. Customers are responsible for all return shipping costs.

  • Liability: Without our official return label/documentation attached, we cannot guarantee the safe arrival of your package. We are unable to process refunds for items lost in transit without this documentation.

 

1.4 Repeated returns not in compliance with the Return Policy

We offer a flexible return policy to ensure your online shopping experience is as seamless as possible. To maintain this service for all customers, we monitor return frequency and patterns to ensure that purchases are intended for personal use and not for commercial, professional, or fraudulent purposes.

  • Account Review: Accounts associated with an unusually high volume of returns or patterns that suggest commercial, professional, or non-consumer intent will be flagged for internal review.

  • Policy Enforcement: We reserve the right, at our sole discretion, to close accounts or decline future orders from customers who exhibit unusual return patterns or engage in activity that suggests commercial intent or bad faith.

 

1.5 How to request a return:

  1. Verify Eligibility: Review the Return Conditions to ensure your item qualifies for a return.

  2. Contact Us: Contact our Customer Service team via our website contact form or email us at resources@hillsong.com within the 30-day window. Please include your order number, the specific item(s) you wish to return, and the reason for the request.

  3. Receive Return Approval: Once your request is approved, we will send you detailed return instructions and your official return label/documentation.

  4. Prepare the Package: Securely pack the item in its original packaging. Ensure your order number or return authorization is clearly included inside the box.

  5. Ship Your Item: Use a trackable shipping service to send the item back to us. Aside from defective or incorrect orders, return postage is the responsibility of the customer.

  6. Inspection & Refund: Upon receipt, our team will inspect the item. Approved refunds will be issued to your original method of payment. Please allow a few business days for your financial institution to process the transaction.

 

1.6 How to exchange:

We offer exchanges for items of a different size or color, or if the product does not meet your expectations (provided it remains in original, resalable condition).

To ensure you secure your desired item before it sells out, we utilize a "purchase-and-refund" exchange model:

  1. Verify Eligibility: Review the Return Conditions to ensure your item qualifies for a return.

  2. Contact Us: Contact our Customer Service team via our website contact form or email us at resources@hillsong.com within the 30-day window. Please include your order number, the specific item(s) you wish to exchange.

  3. Purchase the New Item: Because we cannot hold stock, you will be asked to purchase the new item upfront.

  4. Return the Original: Follow the return process here.

  5. Receive Your Refund: Upon receipt, our team will inspect the item. Approved refunds will be issued to your original method of payment. Please allow a few business days for your financial institution to process the transaction.

 

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2. DAMAGED AND DEFECTIVE ITEMS (WARRANTY COVERAGE) 

We stand behind the quality of our products. Every item we sell is covered by the statutory warranty rights applicable in your country of residence.

 

2.1 Reporting an Issue

If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery. To expedite your request, email resources@hillsong.com with the following:

  • Your order number.

  • A brief description of the issue.

  • Clear photos of the damage or defect.

 

2.2 Our Resolution Guarantee

For verified defects or incorrect shipments, we will offer one of the following based on your preference:

  • A complimentary replacement.

  • A full refund to your original payment method.

  • Store credit.

Note: We cover all return shipping costs for damaged or incorrect items.

 

2.3 What is Covered

Examples of qualifying defects include:

  • Media Errors: A CD, DVD, or Vinyl that skips or fails upon its first playback. (Please note: We cannot offer replacements for media issues arising after multiple uses or improper handling).

  • Manufacturing Faults: Apparel or merchandise that arrives torn, misprinted, or otherwise damaged.

 

2.4 What is Not Covered

The following are excluded from our warranty:

  • Damage resulting from misuse, improper care, or standard wear and tear.

  • Accidental damage occurring after delivery (not caused by the carrier).

  • Digital or downloadable items, unless the provided link is faulty. Read our Digital Goods Policy here.

 

2.5 Statutory Rights

Warranty durations and available remedies vary by region. This policy is designed to complement your local legislation; nothing herein limits or overrides the mandatory consumer rights provided by the laws in your country or state.

 

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3. RECEIVING A REFUND

Upon receiving your returned item, our team will inspect it and notify you via email regarding the approval or rejection of your refund.

  • Processing: Approved refunds are issued to your original payment method.

  • Timeline: Please allow 5 to 10 business days for the credit to appear on your statement, depending on your financial institution.

  • Shipping Fees: Original shipping costs are non-refundable, except in cases where the item received was damaged, defective, or incorrect.

 

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