RETURNS
We want you to love your Hero Scrubs. If something isn't quite right, returning your order is simple, and we're here to help.
Eligible items may be returned within 30 days of delivery.
Eligible Australian and US orders can exchange eligible items, with Instant Exchange available on eligible returns.
Eligible international orders can be returned within 30 days of delivery.
Return Window
We want you to love your Hero Scrubs. If they're not quite right, eligible items may be returned within 30 days of delivery, provided they are unworn, unwashed, free from makeup, deodorant marks, perfume, pet hair and any other signs of wear, and returned in their original condition with all tags attached.
Customers are responsible for arranging and paying for return shipping. Original shipping charges are non-refundable, except where otherwise required by law.
Change of Mind & Refunds
If you've changed your mind, we're happy to accept an eligible return within our 30-day return window. Return shipping costs are the responsibility of the customer.
An A$8 return fee applies to refunds. Exchanges are free of this return fee. Any fee will only apply where permitted by applicable consumer law.
Headbands & Hygiene
For hygiene reasons, Hero Headbands cannot be returned or exchanged if you've changed your mind.
Sale Items
Changed your mind? Final Sale items are final and are not eligible for returns, refunds, exchanges or store credit, except where required under applicable consumer law.
Promotional offers and discount codes cannot be applied retrospectively and cannot be combined unless otherwise stated.
Exchanges
Need a different size? Eligible Australian and US customers can exchange eligible items, subject to availability. Customers are responsible for arranging and paying for return shipping. There is no A$8 return fee for exchanges.
Instant Exchange - Australia & USA: Where available, you can choose an Instant Exchange and your replacement order will be placed straight away. A temporary authorisation will be placed on your payment method. Your return must be received by Hero Scrubs within 14 days to avoid your card being charged. The temporary hold will remain in place until we receive your return.
If you choose a standard exchange, your replacement will be processed once your return has been received and approved by Hero Scrubs.
Direct exchanges are not currently available for other international orders. Customers in these locations can return an eligible item for a refund and place a new order for their preferred size.
European Union Customers
Customers whose orders are delivered within the European Union have the right to withdraw from an eligible online purchase within 14 days of receiving their order, without giving a reason.
To exercise your right of withdrawal, please complete our EU Right of Withdrawal form or email hello@heroscrubs.com.au within the 14-day withdrawal period.
Customers are responsible for arranging and paying for return shipping. Once the returned items have been received and inspected, we will refund eligible items to the original payment method.
Where required by law, the cost of our standard outbound delivery service will also be refunded. Additional costs for express or upgraded delivery services are non-refundable.
We do not currently offer direct exchanges for European Union orders. Please return the eligible item for a refund and place a new order for your preferred size.
International Returns
International customers may return eligible items within our 30-day return window, subject to any additional rights that apply under local consumer law.
Customers are responsible for arranging and paying for tracked return shipping to the return address provided in our returns portal. Once the returned items have been received and inspected, approved refunds will be processed to the original payment method.
US customers may also be offered an exchange or Instant Exchange for eligible items through our returns portal. Direct exchanges are not currently available for other international orders.
Original shipping charges are non-refundable, except where otherwise required by law.
Price Adjustments
We do not offer price adjustments or refunds for items purchased before a promotion, sale or discount code becomes available. Prices and promotions may change at any time without notice.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at hello@heroscrubs.com.au with your order number and clear photos showing the issue.
We'll work with you to arrange a suitable remedy in accordance with Australian Consumer Law or other applicable consumer laws.
Pre-Orders
Estimated dispatch dates for pre-order items are provided as a guide only and may change due to production or shipping delays outside of our control.
Where an order contains both pre-order and in-stock items, the order will be dispatched once all items are available unless otherwise stated.
Refused Deliveries
If an order is refused, returned due to an incorrect delivery address provided by the customer, or returned because customs duties or taxes have not been paid, any original shipping charges are non-refundable. Additional shipping charges may apply if the order is re-sent.