Return & Refund Policy – Rei Hirano's Comfort Emporium

At Rei Hirano’s Comfort Emporium, your satisfaction is our highest priority. We stand behind the quality and comfort of every product we offer. If something isn't right, we’ll work with you to make it right — quickly and fairly.

We follow the Australian Consumer Law guidelines and offer a transparent return and exchange process for your peace of mind.

1. Faulty or Damaged Items

If your product arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or full refund in accordance with consumer rights legislation.

What to do:

  • Contact us at hello@rei-hirano.com within 14 days of receiving your order.
  • Include your order number and clear photos of the issue.
  • Our team will guide you through the next steps.

2. Change of Mind Returns

We understand that sometimes you may change your mind. While we do not offer refunds for change-of-mind returns, we’re happy to offer:

  • Store Credit or
  • Exchange for another item (of equal or lesser value)

Change-of-mind returns must meet the following conditions:

  • Initiated within 14 days of receiving your order
  • Item must be unused, unopened, and in original packaging with all tags and seals intact
  • Item must be in resalable condition
  • Return shipping costs are the responsibility of the customer

⚠️ Please note: Due to hygiene and size considerations, massage chairs, shoes and cushions are not eligible for return due to change of mind.

3. Return Process

To initiate a return:

  1. Email us at hello@rei-hirano.com
    Include your full name, order number, and reason for return.
  2. Our support team will respond with return instructions and the appropriate return address.
  3. Once the returned item is received and inspected, we’ll notify you of the outcome.

4. After Approval – Your Options

If your return is approved, you can choose between:

  • Store Credit equal to the value of the returned product
  • Exchange for another in-stock item of your choice

5. Return Shipping Responsibility

You are responsible for the cost and risk of return shipping. We strongly recommend using a trackable shipping service and purchasing insurance for high-value items. If the item is not received by us, we cannot issue a credit or exchange.

Contact Our Support Team

📧 hello@rei-hirano.com
🕘 Mon – Fri / 8:00 AM – 5:00 PM (AEST/AEDT)

We're here to ensure your comfort and satisfaction every step of the way.