Warranty & Return Policy

WARRANTY & RETURN

Aussie Homewares generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Electronics products come with a 3-month warranty. Please refer to the product listing for the warranty period.

 

Warranty Claims:

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:

• Order Number
• Manual with missing parts indicated (if applicable)
• Images/Video clearly showing fault (if applicable)
• Images/Video clearly showing goods in original packaging (if applicable)
• Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment off image thumbnails.
• Do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
• Aussie Homewares warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
• If an item arrives that 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 2 business days of receiving your delivery.
• The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. 

 

Faulty or Damaged in Transit Products:

• Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what the customer would prefer in the way of compensation or replacement parts/product.
• We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.
• Please do not ask customers to return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.

 

Missing or Damaged Parts under 12-month warranty:

• If a single part is missing or damaged, please ask the customer to specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, ask customer to mark the part in manual and send us picture of it.
• Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
• Dispatch of spare parts from our warehouse can take up to 2 working days.
• If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law
• Cuts and scratches to the product caused by opening cartons with blades etc are not covered under this warranty.
• If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

 

Delivery Delays:

For any delivery delays please note that we always need to lodge an enquiry with our courier partner for investigation which can take up to 4 working days. If there is no update in 4 working days we will provide a resolution inform of a replacement or a refund. 

 

NOTE: Due to ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases is appreciated.

 

Returns and Refund Procedure:

Refund will be back at the original way. Paid by PayPal- refund back to PayPal; paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.

NOTE: We cannot refund to a different PayPal account or Credit card.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted. 

 

Change of Mind:

• We do not accept change of mind 

We do not accept returns for refunds, credit or exchanges based on incorrect, incompatible or unsuitable goods, please select your goods carefully before placing your order or ask for our advice in writing before purchasing.

 

Recalls:

•  In the event of a recall, we will advise of the procedure.

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care. 

Manufacturer warranties 

In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help.