WHAT can be returned?
Items that are faulty can be returned for a refund or exchange, see the Warranties section for individual category warranties.
WHEN do items need to be returned by?
Items that are faulty should be returned within 7 business days of return authorisation.
WHERE do items need to be returned to?
A PO BOX address will be provided for returns once a return is authorised.
HOW do customers return items?
Items should be returned via Australia Post as they need to be returned to a PO BOX address.
SHIPPING for returns?
Original shipping rates are not refundable if the customer requests a replacement. We will pay for return shipping rates, and shipping of any replacement items to the customer. If the customer requests a refund for a faulty product then we will refund the original shipping rate also.
CREDIT for returns?
Credit or replacement will be processed after faulty item is received. For return shipping we can either send a pre-paid bag to the customer, or the customer can purchase one and we will include the cost in the total refund. Customer will need to email us the Australia Post receipt for the retrun shipping which must include tracking and signature. For processing credits customer must email us a copy of their invoice, or if they don' have it anymore can just provide us their detials so we can verify the original purchase. Customer must also put their details in the parcel with the returned items so we can verify who the returm is from.
Instore return option?
Returns are to be sent to our PO BOX address which will be provided with the return authorisation.
Items which are faulty and authorised for return do not need to be in original packaging.
Conditions of Sale
The picture shown is a representation of the item you’ll receive from the available lot. Despite every effort to provide accurate images and descriptions, there may be variations in the final product you receive, including but not limited to: - Colour, look & feel, patterns, softness or firmness, texture, density, size, weight, shape or any other suitable feature described or otherwise of any particular product.
This may occur due to variations in device screens, monitors and / or input devices such as cameras, lighting equipment or any other software or hardware used, described or otherwise.
Such variations may be more pronounced on hand made products, as each product is individually made, and the end product is dependent on who made it, and conditions on the day, as well as other conditions that may occur. Variations may also be extremely pronounced on products made of natural materials, such as timber where patterns and texture will vary with each individual piece.
Furthermore, descriptive features may be subjective and vary with every opinion.
By proceeding, you hereby unequivocally agree that our descriptions and / or images or otherwise are true and correct, and provide you an accurate description. You agree that any variations or otherwise in the final product do not constitute a fault or misrepresentation and does not entitle you to any refunds or otherwise. You agree that the product is logically fit for purpose as described and the product described is the only product to be supplied and for sale. You agree that any accessories pictured in a lifestyle picture or other pictures are not included in the product.
In the event that we agree to a return (other than faulty products) freight is incurred by the customer. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
The cost of our original freight to send the product will be deducted from the value of the refund wether or not we charged delivery originally. This is because we still incur a freight charge even if we give free delivery.
Freight should include signature on delivery and include insurance, and it is the responsibility of the customer to ensure it arrives.
In the event of a return the product must be in 'as-new' condition and packaged safely and securely in the original packaging. This means you have not used, damaged, washed or laundered the product.
For any faulty products we incur the cost of freight.
The products you purchase from us also come with guarantees under Australian Consumer Law. We will find a solution that meets your rights under Australian Consumer Law. You will not, however, be entitled to any remedy for the following.
- Normal wear and tear
- Damage arising from abnormal use or abuse
- Damage, wear and tear you cause after delivery
- Accidental damage caused by you
- Damaged product packaging only
- Damage occurring during your own handling and transportation of goods
You must report any damage caused by the delivery service by checking the goods upon receipt.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or if we are not responsible for the damage.
For all purposes, the sale of any products by us to you is considered to have taken place in Sydney, NSW.
Where we offer a bonus product with purchase, and in the event that we run out of this product, we will endeavour to offer you an alternative by negotiation. We will offer something of similar value from what is currently available.
These conditions of purchase do not in any way limit your rights under Australian Consumer Law.