RETURNS & REFUNDS
Last updated: October 11, 2020
It is engrained in our culture to do everything possible to ensure that our customers are satisfied with our products and customer service.
Having said that however, we are only human and sometimes we too make mistakes. Within 30 days of receipt of your item, please contact us if a product is either a) defective (i.e. scratched, chipped, broken significant timber movement) or b) the incorrect item, size or finish, and we will do everything in our power to remedy the issue. This may include coming out to inspect the item (if local), sending a local repair person on our behalf, sending you a part to remedy the issue, providing you with guidance on how to fix the issue or even replace the product entirely.
Please contact us immediately after receipt of your item if the item has been damaged in transit. If we do not hear from you within 3 days of receipt then we cannot take responsibility for such damage.
Our return policy does not cover every day wear and tear or improper treatment or maintenance.
Importantly, the products that we manufacture are natural products and each piece will have its own unique characteristics and features, which may include heavy grains, differing colourings, insect markings and so on. Each product is one of a kind and no two products will ever be the same, therefore your piece, whilst similar to the products featured on our website, will not be exactly alike. Additionally, natural products move over time and may even be somewhat uneven. As a result, our returns policy does not cover the natural characteristics of our products.
Again, we will do everything in our power to ensure you are happy and satisfied with the outcome.
If you have a defective or incorrect item and contact us within 30 days, upon inspection of the item we will provide a full refund or replacement item if required.
Any such refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
As all our products are custom made, we do not exchange items. We only replace items if they are defective or incorrect items.
To return your product, you should have it returned to: 5B Brand Drive, Thomastown, VIC, 3131, Australia.
Depending on the nature if the issue, we will work with you to determine who will be responsible for shipping costs.