Select Your Location

Return Policy

Our goal is for all of our customers to be happy with their purchase. We realize that things go wrong and our job is to fix it to make you as a customer happy. With that in mind, here is our return policy.

  1. Products Out of Stock
    1. We reserve the right to notify you that products for which you placed orders have become unavailable.
    2. In the event that you order a product from the website and we later inform you that we no longer stock the product you had originally ordered, we may offer (at your election) to provide you a substitute for the product of a quality and value equivalent to or greater than the originally ordered product.
    3. If you do not wish to take a substitute product , we will (at your election) provide you with Store Credit to your account or refund to the value of the product that was not supplied to you including the delivery fee (where the delivery fee was paid to COHC directly at the time of purchase).

  2. Change of Mind Returns
      1. Please order carefully as we do not refund or exchange simply because you changed your mind or you have made an error in finalising your order (such as choosing an incorrect size or colour or you did not understand the nature of the services). We may allow a refund or Store Credit (at our election) on a case-by-case basis for such returns, provided that the item/voucher in question:
        1. is returned within 28 days of order; and
        2. is not used or worn (with original tags and/or packaging); and
        3. is not damaged in any way; or
        4. has not been redeemed in part or in full for the services.
        If we allow a return in these circumstances, we will ask you to follow the returns process outlined in this Agreement.
    1. If we allow a return in these circumstances, we will provide you with a refund or Store Credit only when we receive the returned product or voucher. Except in circumstances where you have been sent an item that was not what you ordered, return postage is at your expense.
    2. A $25.00 or 20% of the COHC voucher value (whichever is lower) re-stocking fee will apply to returns accepted under this clause.
    3. Store credits given for change of mind returns must be used within 12 months of issue. Store credits may only be used to order/purchase from COHC and are not redeemable for cash.

  3. COHC Guarantee – Refunds Policy
    1. Where express warranties are provided by COHC, provides the following wording: "Our goods come with guarantees that cannot be excluded under the United States Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure." In this context 'our goods' are the website services. The goods and services that are the subject of vouchers sold on our website are supplied by third party providers and you may have rights against them. Where you are entitled to a remedy for a major failure (or the failure cannot be remedied), you may elect the applicable remedy under the United States Consumer Law. Where you are entitled to a remedy for a minor failure, the supplier can elect the applicable remedy under the United States Consumer Law.
    2. Our aim is to provide you with a great experience at a significantly discounted price. Our team works hard to seek out these great deals, but we rely heavily on the providers to deliver the products and services. Although we cannot control the providers and are not responsible for their actions, we will use reasonable endeavours to try and satisfactorily resolve any dispute you may have with a provider.
    3. We may try to resolve your complaint by means other than a refund, such as by organising for the provider to repair or replace goods, or by extending the voucher's redemption period. If we successfully resolve your complaint a refund will not be issued.
    4. We may issue you with a refund or a Store Credit to the value of your purchased COHC voucher (at your election) where:
      1. we have made an error on an advertised deal, including where we have:
        1. issued a COHC voucher for goods or services of an entirely different nature to those advertised (e.g. a hot air balloon ride instead of a dinner voucher);
        2. chosen to withdraw the Deal before the end of the redemption period;
        3. included an incorrect Deal term, or omitted a significant Deal term; or
        4. posted the Deal on our Website in error;
      2. you have reason to believe that a technical error caused, or contributed to, the purchase or multiple purchases of COHC vouchers, and where the request for refund is issued through the COHC Help Center within 5 business days of the date of purchase or such other period as we reasonably determine; or
      3. the provider’s business has gone into external administration (including receivership or liquidation), permanently closed, or has temporarily closed for an extended period of time. Store Credit or refunds may not be issued where the provider has one or more other locations within reasonable proximity that can service the COHC voucher.
    5. We may issue you with Store Credit or a refund to the value of your purchased COHC voucher where:
      1. the provider fails to provide the goods or services, or the goods or services provided are not as described in ‘The Fine Print’ on the Deal page, (for example by adding additional restrictions or conditions, or by providing alternate goods or services) unless you accept the alternative goods or services in place of the goods or services sold with the voucher;
      2. you have been unable to redeem your COHC voucher, despite attempting to during the COHC voucher validity period, however you must provide reasonable evidence of your attempt to use your voucher, and your claims will be assessed on a case-by-case basis; or
      3. we, at our sole discretion, believe your situation warrants a Store Credit or refund.
    6. We will not issue refunds in the following circumstances:
      1. you have changed your mind (except under Clause 2);
      2. you are unable to use the COHC voucher; or
      3. you have previously submitted a payment chargeback request to your financial institution that we have accepted.

  4. Process for Claiming a Refund or a Store Credit
    1. Your request for a refund must be submitted through the COHC contact (http://circlesofhopechallenge.com/contactus), or alternatively as we advise at our discretion.
    2. Your refund or Store Credit request must, where applicable:
      1. include the COHC voucher number;
      2. include a detailed description of your experience or issue; and
      3. be received by us by the last day of the Deal redemption period (except as otherwise specified in clause 17).
    3. We may verify the details of your refund or Store Credit request with the provider, and by asking you to provide more information and proof.
    4. Where we issue a refund, it will be issued via the same payment method that you used to purchase the voucher or otherwise as determined by us.
    5. Any refund or Store Credit issued to you is not an admission of guilt or liability by COHC.
    6. Where we conclude that a refund or Store Credit request is invalid, we may refuse the request.
    7. The refusal of a refund or Store Credit does not prevent you from seeking a refund directly from the provider.

  5. Store Credit
    1. You may in certain circumstances set out in this Agreement be issued by COHC with a Store Credit.
    2. Store Credit may be used to purchase COHC vouchers. Unless COHC advises otherwise, Store Credit may be applied towards the purchase of any COHC voucher offered on the Website. The terms and conditions of this Agreement shall apply in respect of any voucher purchased using Store Credit.
    3. In order to redeem Store Credit you must first have registered as a member with COHC. Membership is subject to this Agreement.
    4. Purchases made through use of Store Credit are subject to this Agreement.
    5. If your Store Credit does not cover the total cost of any order, you will be required to pay the balance using COHC’s normal payment methods.
    6. Any unused portion of your Store Credit shall be credited to your account, which shall be available for use for the period of validity of the Store Credit for further purchases through COHC.
    7. You should treat your Store Credit like cash. You are liable for all transactions made using your Store credit, except to the extent to which there has been fraud or negligence by COHC or any of its employees.
    8. To the extent permitted by law, COHC reserves the right to change any of the terms and conditions in relation to its Store Credit upon the provision of reasonable notice, including by notice on the COHC Website.