Change of mind returns
We want you to love the products you buy from us. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a Refund.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. 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
Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.
The following products cannot be returned due to a change of mind:
- All forms of clearance stock (e.g. warehouse, floor stock etc.)
- Personalised items
- Gift Cards
Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a refund via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse.
Wrong product delivered
Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.
Faults and damages
If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, then contact us immediately.
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself. The products you purchase from us also come with guarantees under the Australian Consumer Law which cannot be excluded. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:
- Normal wear and tear
- Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly)
- Damage arising from abnormal use or abuse
- Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
- Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
- Damage to external or product packaging only
- Damage occurring during your own handling and transportation of goods
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. 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.
We exclude, to the fullest extent possible under law, all implied terms, guarantees and warranties whether statutory or otherwise, relating to the subject matter of these Terms.
You represent and warrant to us that we will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation or lost time) in contract, tort, under statute or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.
Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.
To the extent permitted by law, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question.
Cancellations
You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.
Our rights
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults & damages policy.