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Customer satisfaction is very important to us, and we want to make your shopping experience as pleasant as possible. We stand behind our products 100% and we’re confident that the design, quality and safety of our merchandise will meet your expectations. To assist you, we have set out our returns policy below.
We understand if you receive an incorrect product or goods, we are gladly to refund your purchase or replace the goods in subject to our returns policy. If you are having an issue with the product, please email us on firstname.lastname@example.org. You may return the products to our store (including online purchases) within 7 days from the date you receive the goods, in exchange of store credit or refund. The product must be in the following conditions:
- In its original and sealed packaging
- No stain, scratches, drilling or any other modifications
- Accompanied with proof of purchase
CHANGE OF MIND
Please choose your purchases carefully as we do not provide a refund if you have changed your mind applicable to all products.
For furniture we recommend that you check dimensions to ensure they are the right size for your space and access doorways before completing your purchase.
In the event that there are any concerns upon receiving your order, please contact us promptly to resolve the issue by email us on email@example.com
PROOF OF PURCHASE
You must show us reasonable proof of purchase and may be required to show a valid photo ID while requesting for repair, refund or exchange of a product. It includes:
- Copy of tax invoice
- Finance documentation (if the product has been purchased on finance)
- Proof of payment (Receipt)
FAULTY GOODS OR GOODS DAMAGED IN TRANSIT
If you receive a product that is faulty or damaged at the time of delivery, subject to the nature of the fault, please email us on firstname.lastname@example.org. In this email we will need your order number or invoice number and for you to clearly state what is faulty with the product along with the photos of the damaged product. Damaged products must be reported within 24 hours of delivery.
If your products get lost in transit, contact us on email@example.com immediately on discovery of the loss. You may also lodge a claim by calling us on 0800 564 484 or email us.
HOW TO RETURN A PRODUCT
Please either email us on firstname.lastname@example.org or contact us on 0800 546 484. Once we received the email, we will assess it to determine the nature of the fault/issue. We would require the proof of purchase & order number as mentioned above. Refunds will only be paid to the customer whose details matched with the proof of purchase.
While examine the returned products have breached a consumer guarantee, the customer will be liable to pay charges to examine the products and any cost to return the goods to you.
ONLINE ORDER CANCELLATIONS
Orders placed online are considered final and cannot be altered or cancelled. If you need any assistance with order, please contact 0800 546 484. Refunds, if applicable, will be processed using the original tender type. EFTPOS/Credit Card refunds will only be processed against the original card details (the exact card used to make the original purchase).
No cancellation or refund applicable for any special order for any products and any payment made for special orders are non-refundable.
If exchanging the product for any other products, and:
- The selected product price is lower than the returned product, we will refund or offer a store credit of the difference amount
- The selected product price is higher than the returned product, you will be charged the difference between the amount
- If suitable product is not available for exchange, you will be offered a store credit.
If you are exchanging for an item, which you paid for shipping on, your shipping fees will not be refunded. Additionally, if the requested exchange item has shipping fees, you will be responsible for those as well.
Products from the categories listed below are excluded from this policy (except they are faulty or damaged):
- Display or floor stock products
- Customized and special orders of all products
- Pillows, mattress protectors and bed linen
- Beds, mattress and bedroom furniture
- Shipping, delivery and installation fees
ORDER CANCELLATION OF CANOPIES/ PERGOLAS & CARPORTS
Once the customized order is confirmed, the order is made according to the custom dimensions of the particular site which cannot be cancelled and refunded in any scenarios. No cancellation or refund applicable for any customized order of carports & pergola and any deposit made for customized orders are non refundable.
ORDER CANCELLATION OF CUSTOMIZED FURNITURE
Please check the product color, size or material before placing the order. Once the customized order is placed, under any circumstances it cannot be cancelled and refunded. Products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have been ordered specifically for a customer will not be refunded or cancelled. All made to order are non-refundable and cannot be returned for change of mind.