Returns Policy
We understand that you might need to return something to us for a number of reasons. Please contact us before sending anything back.
We accept returns. Please contact our customer service team immediately if:
- You have changed your mind and wish to request a return
- Your product was damaged during transit
- You wish to make a warranty claim for any product you have purchased
- You are not satisfied with any product that you have purchased
Please note that you must comply with all return instructions provided to you via your registered email address. All returns must be directed through our Customer Service team. Please do not return or post items before obtaining instructions from us - otherwise, there is a risk that your returned item may not be identifiable and your returns may not be accepted.
You changed your mind
We offer a 30 day return policy for change of mind. Please be aware we may charge a 20% restocking fee for change of mind returns, excluding original delivery costs. The actual shipping cost to you are deducted from refund to cover our out of pocket expense, regardless of any Free shipping offer.
All return items must be returned to our office in a brand new, unused condition, in their original shipped packaging, and include all parts and accessories. Where returned items are not received by us in brand new condition, we will return them to you once you pay us the cost of redelivery to do so.
Return shipping costs are non-refundable.
The item arrived damaged or missing parts
All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and cover return shipping costs.
All claims for damaged items must be made within 1 business day of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.
Please take photographs of any damage and send them to us via email here before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.
The item is faulty
Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded. All of our products are fully backed by manufacturer warranty.
Should your product be faulty, please contact us so we can guide you through the correct process for having the fault rectified under the manufacturer warranty.
Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you) excluding original delivery costs.
Christmas Tree and Large Item Returns
** NOTE ** Christmas Trees ordered from 15 November 2022 are not available for Change of Mind returns.
Please choose your Christmas Tree or large products wisely, should you wish to return these items, please be aware of the costs involved. We gladly offer a refund due to change of mind within 14 days of receipt, however the actual cost of shipping to you (regardless of any free shipping offer), and return shipping costs are deducted from the return. These costs are an out of pocket expense that we cannot recuperate. We may also charge a 20% restocking fee. This can prove an expensive exercise, so contact us prior to ordering with any queries.
Delayed Deliveries
All delivery services are offered in good faith. However, we do not accept responsibility for items that do not arrive within expected timeframes, particularly during this volatile time where shipping carriers are experiencing extraordinary pressures. We cannot accept this as a valid reason to cancel your order. If you refuse your delivery or part of your delivery for this reason or any other reason except for damaged or incorrect items sent, you will be refunded minus the delivery cost and cost of returning the products to us.
All orders are dispatched from our warehouse within 1 business day of receipt, in most instances, orders received prior to early afternoon are dispatched same day. Once your order has left our premises, we have little control over the delivery process. We use reputable shipping carriers including Aramex, Startrack, Toll, TNT and Australia Post and all parcels have a tracking number.
Warranty
Should the item you receive be faulty in any way, please contact us and we’ll make sure the correct process is followed so the issue can be addressed as quickly as possible for you.
We pack every order carefully to ensure it reaches you in good condition. Every light product is tested prior to shipping to ensure all products leave our warehouse in working order, giving you extra product confidence. If anything arrives damaged, you should either refuse the delivery and have it sent back, or take photos immediately of the damage and send them to us via email here so we can make it right as quickly as possible for you. Damage must be reported to us no later than the next business day after delivery or you may not qualify for a replacement or refund, so don’t delay!
Every product we sell comes with automatic guarantees that cannot be excluded under Australian law.