Ordering, Shipping & Returns

By using the hesgroup.com.au web site and/or placing an order with hesgroup.com.au you agree to be bound by the terms of this policy. But please don't let that scare you away -- we do our best to keep this policy as simple as possible, both for you and for us!

Ordering - (We make it easy for you)
We prefer credit card orders placed right here on the web site, but we also understand that some customers may not want not to enter their credit card information on the internet.

That does not present a problem.
Just call us on 1300 792 464 and your order can be processed with your credit card over the phone.

Purchases from hesgroup.com.au website are via our banking partner (ANZ) http://www.anz.com.au/. Terms and conditions will apply based on our merchant supplier. We would advise you to read the terms and conditions applicable to these sites prior to purchase. hesgroup.com.au has no control over the terms and conditions and or content of third party sites.

Foreign Orders: - 'Orders from outside Australia', are NOT Catered for. Contact our office by email or phone to discuss any overseas requirements.

Payment (We're flexible) we accept credit card payment by Visa, or MasterCard, we also accept personal cheques or money order payments by mail.

Orders paid by personal or business cheque will not be shipped until the cheque has cleared our bank, usually within 5 to 7 days after we receive it. We charge a $30 service fee for any cheques returned for insufficient funds.

We do not keep your credit card information on file - this is a security measure to protect you and us. Once your order has been charged, we delete your credit card information from our system.

Order Fulfilment
We maintain a comprehensive inventory of items in stock and strive to ship all orders by five business day after the order is received and payment made. Orders received after noon on Friday generally won't be shipped until the following Monday. We do not ship orders on weekends or public holidays.

Backorders: In some cases, we may be temporarily out of stock on a particular item. In such cases, we will either hold your entire order for a few days until the item is in stock, or we may ship a partial order and then send the back ordered items separately when they become available. If we ship a partial order, your credit card will be charged in full at the time of first shipment. If your order will be delayed more than 5 business days, we will let you know the expected shipment date by e-mail.

We ship most orders Australia wide via TNT Freight

Expedited Shipping:
If you "just got to have it," we can arrange overnight shipping via TNT Overnight Express, at an additional expense. Just let us know your needs either by phone or in the "comments" section during checkout, and we'll do our best to accommodate you.

Undeliverable or Refused Shipments:
If a shipment is returned to us because the address you provided in your order is undeliverable or incorrect, you will be responsible for the full cost of shipping the order to a corrected address; we will contact you to obtain a correct address and approval for the additional shipping charge. If you choose not to have the order delivered again, we will refund your purchase price, less a 15% restocking fee. If a shipment is returned to us because you refuse delivery for any reason, we will refund your purchase price, less a 15% restocking fee. We will not attempt to ship your order a second time.

(If it's not right, we want to make it right)
Most items may be returned in unused condition within 7 days of purchase, subject to the terms below.

Please call us on before returning any merchandise! You can also contact us by email on sales@hesgroup.com.au.

General Exchanges and Refunds:
Only items in new, unused condition will be accepted for an exchange or refund. Items you return may be either exchanged or refunded, as you specify.
Refunds will be issued in the same tender as your original purchase.

Defective or Damaged Items:
We try to ensure that all items we sell are defect-free, but sometimes a mistake will slip by. If you receive a defective item, let us know and we'll arrange for a replacement at no cost to you.

If an item is damaged in shipping, please retain all packing materials and call us on 1300 792 464 or email us so that we can arrange for a replacement at no cost to you..

Exceptions to our Return Policy:

Miscellaneous (the fine print)
Pricing, availability and terms of offers may change without notice. We cannot be responsible for errors in typography or photography. We reserve the right to cancel any order at any time.