At Home Care Heroes, we take customer satisfaction very seriously and consider it a top priority. Our return and exchange policy will help if your purchase does not meet your expectations. If you are unsatisfied with your purchase, you can return it for a refund or exchange (subject to the terms below)

HOW TO RETURN OR EXCHANGE YOUR PURCHASE

- Your original sales receipt

- All original packaging, product manuals, unused product/s & accessories, and warranty information

EXCEPTIONS TO RETURN & EXCHANGE POLICY

• Non-Returnable Items
• Certain products and services may not be returned or exchangeexchange, and these include:
• Labor, delivery, and installation services
• Gift Cards
• Personal care
• Special orders
• Non-defective open video games and computer software
• Items that have been damaged through intentional or Accidental abuse

BUNDLES

Items purchased together as a bundle cannot be returned or exchanged separately.​

REFUNDS

• VAT cannot be refunded after 3 months from the date of purchase in case of approved returns.
• No cash refunds are allowed.
• In the case of online payment by credit card, the amount after the bank fee deduction is only refunded and returned to the the customer’s the customer’s card.
• In the case of in-store purchases, refunds are kept in the customer’s account.
• Goods are returned based on the market price.
• In the case of offers/bundles/promotions/discounts, goods are returned based on the discounted price.

THIS CUSTOMER SERVICE POLICY FORMALIZES OUR COMMITMENT TO PROVIDING THE BEST POSSIBLE SERVICE TO OUR CUSTOMERS

The goals of our Customer Service Policy are to:

• make transactions easier for customers and clients
• provide customers and clients with a consistent level of customer care
• provide clear written guidelines to staff
• provide clarity around complaints and disputes Resolution Process
• help achieve the vision, goals, and mission of our organization

SCOPE

This policy and associated procedures apply to all directors, staff, and contractors working for the organization.

POLICY

Home Care Heroes prioritizes the effective service of customers and the respectful handling of customer complaints.

Home Care Heroes commits to the following principles and practices in customer service:

FRIENDLY AND PROFESSIONAL CUSTOMER INTERACTIONS

• Speak respectfully to customers at all times
• Listen carefully and allow customers time to explain the circumstances fully
• Convey a sound knowledge of the business, including its goods, services, and guidelines
• We respect customer privacy and confidentiality under the Privacy Act 1988 and the Australian Privacy Principles.

Accurate and consistent information about goods and services

We are taking active measures to ensure that we:

• Always communicate factually, honestly, and accurately to customers, whether in writing, verbally, or face-to-face
• Keep publicly available information about goods and Service Updated
• Provides a clear explanation of our dispute resolution process

PROMPT AND EFFICIENT SERVICE

So that we can improve our approach to customer service we:

• Strive to address customer inquiries within a reasonable timeframe, whether in writing, verbally, or face-to-face
• Regularly review customer service performance and incorporate findings into staff training and development activities.

SERVICE STANDARDS

The following service standards apply when communicating with customers:

CONTACT SUPPORT

• Management and staff will answer the phone within 3 to 4 rings.
• management and staff to identify Home Care Heroes and name them when answering the phone
• If the required person isn’t available, staff will offeredoffered to take a message and record relevant details accurately.
• Management and staff will pass the message to the relevant person by email or text on time.
• Email
• Management and staff will ensure that out-of-office notification is activated when not in the office for an extended period.
• Management and staff will respond to customer emails promptly.
• Management and staff will use Plain English when replying to customer emails.

Face-to-Face

• Management and staff will communicate in a friendly and open way.
• Staff will listen to what the customer has to say before responding. Do not interrupt the customer.
• Staff will respond to customer inquiries and complaints in a respectful manner.

WEBSITE

Management and staff will:

• Ensure that the information contained on the website is updated and accurate
• Ensure that your contact information is updated
• Answer customer inquiries within a 24-hour working-hour period.
• When collecting information via our website, ensure that our Privacy policy is easily accessible and available on our website.

DIGITAL CHANNELS

Management and staff will ensure that customer inquiries and complaints received via the organization’s social media and digital channels are answered in a timely and accurate manner.

COMPLAINTS HANDLING

The Home Care Heroes complaint process is visible and accessible to staff. It is written in a way management and staff can easily understand, using Plain English, Arabic, and French.

We acknowledge that customer complaints are a key component of effective customer service.

COMPLAINTS HANDLING PROCESS

We have the following procedures in place for handling complaints.

INITIAL COMPLAINT

• Listen respectfully to the customer fairly and impartially.
• If the complaint is received in writing, acknowledge the complaint within a 24- to 48-hour period.
• Ensure that yourthat your name and contact details are visible and accessible through our website and social media channels.
• Record the customer complaint in writing, obtaining all relevant details. Organizations will not usually act on anonymous complaints.
• Attempt to resolve customer complaints during the first stage.
• If the complaint cannot be resolved, escalate the complaints to a supervisor or manager.
• Acknowledge that staff members have the right to be protected from unreasonable and abusive customers.

ESCALATED COMPLAINT

• Staff brief the supervisor or manager about the complaint
• Management should keep the customer informed of the steps taken to resolve the escalated complaint
• Management will attempt to resolve the escalated complaint promptly.

COMPLAINT RESOLUTION

• Management should advise the customer of the outcome and explain the decisions clearly.
• Home Care Heroes will fix errors willingly.
• Management is to inform the customer of ongoing improvements to the business, if relevant.

EXTERNAL RESOLUTION PROCESS

​If a complaint cannot be resolved, customers may be advised to approach NSW Fair Trading or the Industry Ombudsman.

ASSISTANCE

If you have any questions or need additional help with returns or exchanges, please contact our Customer Service team

Our Customer Service Team is available on:

• +961 71 943 386 Local
• +961 71 943 386 abroad.

During the following hours:

• Monday to Friday on Site: 10 am to 6 pm
• Saturday Retom Remotely: 10 am to 2 pm
• Sunday: Closed