We will be closed from the 23rd December 2022 to the 8th January 2023 and all orders placed during this period will be processed from the 9th January 2023.
Wishing everyone a very happy and safe Christmas & New Year and thank you for the support in 2022.

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Refund Policy

This Refund Policy ("Policy") applies to all purchases of goods and services from our business unless stated otherwise.


1.1. At Helping Hands Educational Resources, your satisfaction as our valued customer is our priority.

1.2. Under this Policy, Helping Hands Educational Resources. offer refunds or replacements of products and services under the Australian Consumer Law. 

1.3. We support your rights under the Consumer Guarantees in The Australian Consumer Law, which protect consumers when they buy products and services. 

1.4. If the Australian Consumer Law applies to your purchase, then we cannot avoid the Consumer Guarantees which it provides. 

1.5. If this Refund Policy is inconsistent with the Consumer Guarantees and the Australian Consumer Law, the Australian Consumer Law will prevail over our Refund Policy. 

1.6. Any benefits or warranties in this Policy may apply in addition to consumer rights granted under the Australian Consumer Law. 

1.7. Please read this Policy carefully before purchasing a product or service from Helping Hands Educational Resources so that you are aware of your rights and how you can expect we will manage your request for refund if you are not happy with your purchase.


2.1. Our business's products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

2.2. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund.

2.3. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law), then you may be entitled to have the goods repaired or replaced.

2.4. Major failures 

2.4.1.Goods (products)  - If you experience a major failure with a product you have purchased from us, you are entitled to choose between a refund or replacement for the product provided you notify us within seven (7) days of purchase.

2.5.    Minor failures 

2.5.1.If you experience minor issues with a product or service you have purchased that is not a major failure, then you are entitled to have the failure rectified within 14 days.

2.5.2.If rectification does not occur within 14 days, you are entitled to a refund for the product;

You can obtain further information about the Australian Consumer Law and your rights under the Consumer Guarantees from https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees


3.1.  Please choose your product carefully.

3.2.  We do not offer any refund or exchange if you change your mind or find the same or similar product or service cheaper elsewhere. 



4.1. If a product which you ordered is damaged during delivery, you are required to contact us as soon as possible on [email protected] for further instructions.

4.2. Products damaged during delivery must be returned in the condition it was received in, together with any original packaging and any additional items you received with the damaged product's delivery.

4.3. You will be provided with an Australia Post Postage Label. Your responsibility is to package the item securely and deliver it an Australia Post depot within 14 days.


5.1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

5.1.1.You misused the purchased product or service in a way which caused the problem or failure.

5.1.2.You knew or were made aware of the problem(s), issues or failures in the product or service before purchasing it.

5.1.3.You asked for a service to delivered in a particular manner different from that offered to you;

5.1.4.You asked for alterations to a product that were not recommended by us or against our advice;

5.1.5.You were unclear or unsure about the product or service you wanted to purchase;

5.1.6.Any other exceptions apply under the Australian Consumer Law.


6.1.  If a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we will pay for the costs of shipping the product (the "Returned Product") back to us and any shipping costs to send a replacement product to you.

6.2.  If the Returned Product is approved as eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then reasonable postage, shipping or transportation costs of the Returned Product will be paid for by us.


7.1.     We aim to respond and process any requests for repairs, replacements or refunds within seven (7) working days of having received them.  


8.1.   Please contact us immediately to discuss a return by emailing [email protected]. 

8.2.   Products returned by post or courier must be sent with a viable tracking number to qualify for a return or refund. 


9.1.   Refund requests are only accepted within seven days from date of purchase. After this time, no refund applies. 

9.2.   Refunds will be paid by the same method as the original method or to the same bank account or credit/debit card used for the original purchase 

9.3.   You must provide proof of purchase to be eligible for a refund, repair or replacement. 

9.4.   You may be required to provide identification to be eligible for a refund, repair or replacement. 

9.5.   Refunds will be processed within seven working days from the date your refund request was approved. Please note different financial institutions take longer to process payments which may delay the funds clearing in your account. 


10.1 A Force Majeure event is an event outside our control that delays or hinders our ability to perform its obligations under this Policy.

10.2.A Force Majeure event includes but is not limited to fire, flood, earthquake or similar natural disasters, riot, war, terrorism, civil strife, labour disputes or disturbances, industry-wide material or services shortages outside our reasonable control, an outbreak of pandemic disease, governmental regulations, communication, technology or utility failures. 

10.3.I Am Happy, I Am Here shall not be deemed in breach of any undertaking in this Policy for the delay in performing, or failure to perform, any of its obligations under this Policy if such delay or failure result from Force Majeure events.

10.4.Upon the occurrence of any Force Majeure Event, Helping Hands Educational Resources shall give notice to the purchaser of its inability to perform or of delay in delivering products and services within seven days.

10.5.Helping Hands Educational Resources shall propose revisions the delivery schedule for products or services or termination of undertakings under this  Policy where it is determined that performance is not possible because of the duration or effect of the Force Majeure event.

10.6.Where undertaking under this Policy is terminated as a result of a Force Majeure event Parties agree every effort will be made by both parties to negotiate a financial arrangement to mitigate and share any loss resulting from the Force Majeure event.


11.1.To discuss this Policy or any refund, repairs or replacements; please contact us by emailing [email protected].

We are a local business from Melbourne and we are passionate about helping children and adults grow. Helping Hands works with families, carers and support workers to create resources for their children, to help foster a positive learning environment.
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