Terms & Conditions

About these Terms and Conditions

In these Terms and Conditions "we" and "us" mean H.E. Group - ABN: 75 420 501 742 and "you" and "your" means you the customer.

These Terms and Conditions together with your order constitute the entire Contract between us and you for the supply of Products. No other Terms and Conditions will apply. The Contract cannot be varied unless we agree to vary it in writing or by email prior to the event.


Legal Capacity to Transact

If you are under the age eighteen (18) years you can not place orders with H.E. Group.

By accepting these Terms and Conditions you acknowledge that you are over the age of eighteen (18) years. Any orders placed and accepted by us will be deemed to be by persons over the age of eighteen (18) years.

Should H.E. Group suffer any damage or other losses as a result of a transaction entered into by a minor, H.E. Group reserves the right to seek compensation for such losses from the parents or guardians of the minor who caused any order(s) to be placed with H.E. Group.


Placing Your Order

H.E. Group website ONLY sells spare parts. You may place your order by filling in the order form on this website.

When you place your order, we will issue you with an order number. We will do this by email.

By placing an order, you make an offer to us to purchase the products you have selected based on these Terms and Conditions.

We will confirm acceptance of your order when we send you an email confirming shipment of the goods you have ordered.

If we cannot process or accept your order after payment is received we will contact you by email or telephone.

H.E. Group reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion.


Payment Methods and Processing

H.E. Group accepts Visa and MasterCard only for credit card payment method. 

Payment can also be made by direct deposit to our bank account, cheque and money order. Orders paid for by direct deposit, cheque and money order will not be processed until payment has been received. Please ensure that you include the order/ invoice number in the transaction description.
Payment processing will not begin until we receive all the information we need.

Orders placed on a weekend or a public holiday will not begin payment processing until the next business day.

Business days are Monday through Friday, excluding Victorian public holidays.

We process credit card payments on the day of posting out the goods.


Please Note:

We will not accept credit cards issued by banks outside of Australia. Our preference in this instance is direct debit.

Debit cards and cheque cards have daily spending limits that may substantially delay the processing of your order.

You may be required to provide further identification for additional security reference checks.



All prices quoted on this website are inclusive of GST.



H.E. Group always seeks to list Products with the most competitive prices.

H.E. Group reserves the right to change prices for Products displayed at the H.E. Group website at any time.


Refund Policy

If you find that the goods were damaged in transit or were faulty in some manner, please contact us within 24 hours of receiving the goods. We will organise for the return of the goods and arrange a credit towards your next purchase or send a replacement product. Customer will incur the cost of return postage and be credited the purchase price only.


Delivery Charges

All orders are subject to $10.95 in postage and handling charges. H.E. Group reserves the right to change prices for delivery at any time.


Delivery Times

All orders on this website will be processed within 48 hours. If there are any unforeseeable delays, you will be contacted by our customer service team. Orders will be shipped to you by Australia Post. We recommend that your nomivated delivery address is one where someone is present to accept your delivery between the hours of 9:00am and 5:00pm. If no-one is present to accept delivery, the satchel will be left at the door. If you require a fully insured postal service that must be signed for, rather than being left at your door, it is your responsibility to request this at the time of ordering. An additional charge will be payable for this service. Once purchases have been dispatched, we cannot be held reponsible for items lost or damaged in transit. 

With our nominated Courier Service we recommend that your nominated delivery address is one where someone is present to accept your delivery between the hours of 9.00am and 5.00 pm. Our courier cannot guarantee a specific delivery date or time.  If no one is present to accept the delivery a slip will be left in the mail box so that you can negotiate a suitable arrangement for final delivery or collection.

Although every effort is made to ship your order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. If your Product has not arrived after the estimated delivery time, please contact us here.

Title and risk of loss to all products will pass to you on delivery.  


Products Damaged in Transit

All orders are delivered by Australia Post or by our nominated Courier Service which is an independent courier company. Please do not ASSUME that your package will be delivered by one service or another.  Unless you tell us otherwise, we will choose the most appropriate delivery option as outlined above.  Please consider the information below so you are aware of your obligations in relation to delivery options.

Australia Post Express satchels are NOT insurable.  It is however, a much quicker service in general.  Damage, loss or theft incurred as a result of using this delivery option is at the purchasers risk.

If you REQUIRE a fully insured postal service such as Australia Post Registered that must be signed for, rather than being left at your door, it is your responsibility to request this at the time of ordering. Please give us a call on 1800 079 124 to organize the delivery. Australia Post Registered automatically includes $100 insurance. Additional fees are payable for full insurance and person-to-person delivery options.


Faulty Products

H.E. Group is proud to offer our customers quality products. We will endeavor to supply you with product your have ordered in good condition. However, on occasion goods that are sealed within cartons may be faulty as a result of a manufacturing defect from our suppliers. If this occurs please either email us at info@hegroup.com.au or contact our Customer Service Team. We will supply you with a replacement product.


Limitation of Liability

Information on this website is provided 'as is' and we disclaim all representations, warranties and conditions, express or implied of any kind, including to the extent permitted by law, as to satisfactory quality or fitness for purpose.

While we make every effort to ensure that the information contained within the website is complete, accurate and current, we expressly do not guarantee that the information is complete, accurate or current and assume no responsibility for any errors or omissions of any kind in the content of the website.

We reserve the right to amend or supplement the information supplied on this website without prior notice.

Links available on the website link to websites not maintained or controlled by us. We provide these links for your convenience and are not responsible for their content and do not endorse any pages linked to this website. This also applies to any links to which this website refers, whether directly or indirectly.

We shall not be liable to any party for any direct, indirect, special, or consequential damages or any damages whatsoever resulting from loss of use, data, profits or expense whether in an action of contract, negligence, or other action arising out of any use of our services or in connection with the use or performance of this website, or the content of this website or referred to on this website or any other website you may access through this website.



This website and its contents are subject to copyright.

Other than for the purposes of fair dealing, criticism, review, study or research, you may not copy, print or store by electronic or any other means a part or the whole of this website or its contents.



You shall not assign any rights and obligations under these Terms and Conditions whether in whole or in part without the prior written consent of H.E. Group. Any unauthorized assignment shall be deemed null and void.

If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and Conditions and the remainder of the provisions in question shall not be affected thereby.

Under the Trade Practices Act 1974 ("Act"), where implied conditions and warranties cannot be excluded, any liability in H.E. Group for breach of such conditions and warranties (other than a condition or warranty implied by section 69 of the Act) shall be limited, at the option H.E. Group, to the replacement of the Product(s) or the re-supply of the same Product(s); the payment of the cost of replacing the Product(s) or of acquiring equivalent Product(s).

Neither our failure nor your failure to enforce any Term or Condition constitutes a waiver of such Term or Condition. Such failure shall in no way affect the right to later enforce such Term or Condition.

H.E. Group reserves the right to change the Terms and Conditions of sale at any time.

No H.E. Group employee or agent has the authority to vary any of the Terms and Conditions governing any sale.


Force Majeure

H.E. Group shall not be liable for any delay in performing any of its obligations under these Terms and Conditions if such delay is caused by circumstances beyond the reasonable control of H.E. Group, and H.E. Group shall be entitled to a reasonable extension of time for the performance of such obligations.


Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Victoria and shall be subject to the non-exclusive jurisdiction of the courts of Victoria.


Terms and Conditions Associated with 30-Day Money Back Guarantee

30-day money back guarantee only applies to products purchased via either internet or phone. A cancellation fee for up to 5% may apply.

In the case of faults or defects, the customer must first report the fault to H.E. GROUP (VIC) PTY LTD through normal communication channels (telephone, letter, fax, or email). In almost all cases the issue will be resolved immediately. 

For example, if an appliance has been delivered to a customer and a control knob becomes loose during freight, Prestige will replace the knob and incur the associated freight and labour charges. 

If the goods delivered differ from the goods purchased, H.E. GROUP (VIC) PTY LTD reserves the right to collect the incorrect item/s and replace them with the confirmed purchase/s. 

In the unlikely event that a customer has contacted H.E. GROUP (VIC) PTY LTD and a suitable solution cannot be found, the customer may return the purchased goods for a full refund of the purchase price of the appliances, provided the following conditions have been adhered to. 

Goods must be returned in the condition in, which they were delivered. The appliance/s and all associated materials that were purchased as part of the package must be returned in there original packaging and in their original state. 

All original boxes, packaging, and material must be kept. Boxes other than the original ones supplied with the product are unacceptable. 

Upon collection of the goods, the appliance must be packaged as it was at the time of purchase. For example, appliances must be packed in their original cardboard boxes along with the styrofoam packaging and any manuals and leads, which accompanied the appliance. 

Any violation of the above terms and condition will deem the goods non returnable. 

* Throughout this document “appliance” refers to the appliance in its entirely, including all associated materials that were supplied at the time of purchase.