Refund policy

Returns & Refunds

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your heat pack is damaged or faulty, or you have received an incorrect item, please contact us as soon as possible at order@wiliheatbags.com so we can assist you.

Please include your order number, a description of the issue and photos of the item where applicable. This helps us resolve the issue as quickly as possible.

Change of Mind

Please choose carefully, as we do not offer returns, exchanges or refunds for change of mind, including where an incorrect size, style or print has been selected.

This does not affect your rights under the Australian Consumer Law.

Heating & Product Care

All WILI Heat Bags must be heated and used in accordance with the heating and care instructions provided with the product.

Before heating, please ensure your microwave is clean and operating correctly, and that the turntable can complete a full, unobstructed rotation with the heat pack in place.

Care should be taken to ensure the heat pack does not become caught, folded or come into contact with the sides of the microwave while heating.

WILI Heat Bags cannot accept responsibility for damage caused by overheating, incorrect heating, misuse, or failure to follow the supplied heating and care instructions. Products damaged as a result of user error are not eligible for replacement or refund.

This does not affect your rights under the Australian Consumer Law where a product is faulty or otherwise fails to meet a consumer guarantee.

Returns

Please contact us before returning any item. Items returned without prior approval may not be accepted.

If we ask you to return an item because it is faulty, damaged or incorrect, we will provide you with instructions for the return.

Refunds

Where a refund is approved, it will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to exclude or limit any rights or remedies you may have under Australian Consumer Law.