Refund Terms & Conditions
Our products are unique and made from natural mediums such as stone & wood. Many items are produced with specific aged effects. We do not provide refunds for any reasonable discolouration, natural blemishes, or specifically produced defect effects in the items purchased, as this is what creates character. The majority of our items are made from tropical wood species and some minor cracking for the dry climate in Australia is expected over time.
Please note that it is at our discretion, whether a refund will be processed subject to you meeting our return conditions and the STATUTORY RIGHTS as set by the Australian Competition & Consumer Commission (ACCC).
If you have met all requirements and conditions we will process your refund and notify you via email or telephone once this has been processed.
If you have not met our return conditions, we will notify you via email or telephone to inform you of this decision.
Here’s how we refund – if you paid via:
- PayPal: Your refund will be credited into the same account your payment came from.
- Credit Card: Your refund will be credited back to your credit card or into a bank account designated by you. Please note funds make take a few business days to clear after refund confirmation.
- Bank transfer: Your refund will be credited to your nominated bank account.
Refund Process Time
We’ll email you updates throughout the returns process. Returns take 2-5 business days to reach us. Once received, your return request will be processed within 1-3 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.
If your item is faulty
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us so we can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.
If you received an item you didn’t order
If you have received an item different to the one you ordered, please contact us and we will work with you to resolve the problem as quickly as possible.
If you changed your mind
Any change of mind, or receiving item you do not want because of not reading through the listing completely, the return postage and initial postage will be covered by the buyer, even if it is free postage item.
Your purchase will be seen as agreed with all above policies.