TERMS & CONDITIONS
Last updated: [25 November 2025]
Welcome to Hephais (“we”, “us”, “our”). By accessing our website (www.hephais.com.au) or purchasing our products, you agree to the following Terms & Conditions. Please read them carefully. These terms operate alongside your rights under the Australian Consumer Law (ACL).
1. General Information
These Terms & Conditions apply to all purchases made through our website. We reserve the right to update or modify these terms at any time. The version published on our site at the time of purchase applies to that transaction.
2. Product Information
We aim to provide accurate product images, descriptions, and specifications. However:
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Natural materials such as wood may vary in colour or grain.
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Minor variations due to hand-finishing may occur.
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Colour may appear differently depending on screen/device.
If you have specific questions before ordering, please contact us at info@hephais.com,au.
3. Orders & Payment
By placing an order, you confirm:
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All submitted information is accurate
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You are authorised to use the payment method
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You understand orders may be cancelled if fraud is suspected
Payment methods accepted are shown at checkout.
4. Shipping Policy
4.1 Dispatch
Orders are generally dispatched within 1–3 business days, except for pre-order items or unexpected delays.
4.2 Pre-Orders
Pre-order dates are estimates. Delays related to manufacturing or customs do not qualify for cancellation unless the delay is unreasonable under ACL guidelines.
4.3 Delivery
Delivery timeframes depend on the courier. We are not responsible for delays once the parcel has been dispatched.
4.4 Incorrect Address
Customers are responsible for entering accurate shipping details. Parcels returned due to incorrect or incomplete addresses may incur re-delivery fees.
5. 30-Day Return Policy
We offer a 30-day return policy from the date of delivery.
To be eligible, items must be:
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In the same condition as received
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Unused, unsharpened, uninstalled
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In original packaging with all accessories
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Accompanied by proof of purchase
5.1 How to Start a Return
Email info@hephais.com.au before sending anything back.
Items returned without prior approval will not be accepted.
5.2 Return Shipping
Customers are responsible for return shipping costs.
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A prepaid return label ($6–$15) can be provided and deducted from refund or store credit.
Shipping costs (original shipping + return shipping) are non-refundable.
5.3 Condition Inspection
Returns are accepted for inspection only.
Items showing:
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Signs of use
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Wear
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Sharpening or honing
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Damage
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Cleaning attempts
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Installation
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Code changes (knife cases)
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Missing parts or packaging
may incur a 15–30% restocking fee or be rejected.
5.4 Non-Returnable Items
We cannot accept returns on:
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Sale items
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Gift cards
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Custom or personalised items
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Hazardous materials
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Perishable goods
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Personal care items
6. Exchanges
To exchange an item:
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Submit a return request
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Return the item for approval
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Once approved, place a new order
We cannot reserve replacements until the return is approved.
7. 3-Year Warranty (Product Fault Only)
Hephais products are covered by a 3-year limited warranty from the date of purchase.
This warranty covers manufacturing defects only, such as:
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Handle separation
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Structural blade defects
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Severe resin failure
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Faulty locking mechanisms (knife cases)
7.1 What the Warranty Does NOT Cover
The warranty does not apply to:
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Normal wear
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Dullness from use
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Improper sharpening
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Rust caused by improper care
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Accidental damage
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Damage from dishwashers
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Dropping, impact, or misuse
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Burn marks, chemical damage
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Commercial kitchen misuse
7.2 Warranty Claim Process
Email info@hephais.com.au with:
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Order number
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Description of the issue
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Photos or videos
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Proof of purchase
If the defect qualifies, we will repair or replace the item at our discretion.
Under ACL, major failures qualify for replacement or refund.
8. Accidental Damage Protection (35% Discount Program)
If a customer accidentally damages their Hephais product, they are eligible for a 35% discount to replace the same item.
If the item is discontinued, they may choose a product of equal or lesser value.
This program:
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Applies once per item
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Is for replacement—not a refund
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Does not stack with other promotions
9. Limitation of Liability
To the maximum extent permitted by law:
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We are not liable for indirect or consequential losses
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Our liability is limited to the price paid for the product
This does not limit your rights under the Australian Consumer Law.
10. Privacy
Your personal information is handled according to our Privacy Policy.
11. Contact Information
For returns, warranty claims, or general inquiries:
📧 info@hephais.com.au