If you believe that the product is faulty, please call us first as we may be able to help you over the phone.


We will do our best to avoid having you post the item back to us, and may ask you to email us a photograph instead.


Occasionally our suppliers will need to see the actual product, so we will ask you to return it to us.


Please note that we cannot provide a refund or replacement where the 'Instructions for Use' have not been followed correctly.


Please note that return postage is the responsibility of the customer and that it may take us up to 10 business days to process a refund or replacement for faulty items. We will do our best to make this process as fast as possible, but we do need to speak to our suppliers and, occasionally, allow them time to send us parts or a replacement.

If your request is urgent, please let us know this as soon as possible.


If the item is faulty, we can replace or refund for you, or repair it if possible. If you choose a refund, we can only refund to you in the same way that you paid us.


Our address is Hello Charlie, 20B The Concord, Bundoora VIC 3083..


The phone number to call is 1300 725 876, or you may like to email us at info@hellocharlie.com.au.