Ordering & Returns

Ordering

Placing an order with Deep Heat online is fast, easy and secure.

Orders are delivered via Australia Post within 2-5 business days Australia-wide. Please allow for 5-15 business days for international delivery orders.

 

Online ordering security

Deep Heat adheres to credit card and personal information being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Deep Heat uses Secure Socket Layer (SSL) technology.

An SSL certificate is used to secure our store’s online checkout. It ensures that your personal details and payment information are encrypted when transferring data over the Internet. Deep Heat’s payment system is secured with a high grade SSL security encryption via a Rapid SSL certificate.

You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

For the purpose of processing your order, we may disclose your details to our payment gateway service provider and courier companies. Deep heat has chosen Paypal and Alipay as payment gateway partners. Paypal and Alipay enable us to securely process credit card payments. Additionally they give you the facility to make a payment securely via your Paypal or Alipay accounts.

 

Changes to orders

Once you’ve placed your order, it joins a queue for immediate processing and fast despatch. We are therefore unable to make any changes, additions or amendments to orders.

 

Returns

For products purchased online and delivered within Australia or internationally, we will accept returns within 7 days from date of receipt.

Deep Heat takes extreme care in ensuring our goods are of the highest quality. In the unlikely event that you receive goods which are damaged, faulty or you received the wrong product, please contact us within 7 days of receipt and we can offer you a refund or replacement. Claims made after 7 days will not be accepted. We offer free postage for replacement of products.

 

Refund or exchange options

Deep Heat provides the following refund or exchange options:

  1. Exchange for the same product (subject to availability).
  2. Exchange for an alternate product (subject to availability).
  3. Refund to your original method of payment (e.g. Credit Card or PayPal or Alipay).

We do not accept change of mind returns or exchanges.

 

Availability

On occasion, your requested replacement item may have sold out. If your replacement product is not available, we will refund the amount including shipping costs to the original account that was used to make payment (e.g. Credit Card or PayPal or Alipay).

 

Return shipping

We offer free postage for replacement of faulty or damaged products.

In the event that the product is faulty or damaged, we request that you return the product for review and testing. Please contact our Customer Service team on 1800 033 289 within 7 days of receiving the parcel and they will advise and assist with the returns process.

For returns please post items to:

 

Deep Heat

PO BOX 6035

Chullora NSW 1405

Australia

 

Processing time for refunds

Please allow up to 30 days for us to process your refund request.

 

How to make a refund / exchange request

To request a refund or exchange, please contact us within 7 days of receipt if the goods are damaged, faulty or you received the wrong product.

Please call our Customer Service team on 1800 033 289 Mon – Fri 9am – 5pm AEST who will advise and assist with the returns process.