Australian Consumer Law
The Australian Consumer Law provides consumers with a number of consumer guarantees that cannot be excluded or limited. This Cancellation & Returns Policy is therefore subject to, and will not apply to the extent that, it limits or excludes such consumer guarantees.
Terms and Conditions
This Cancellation & Returns Policy is governed by, and is to be read with, Terms and Conditions, which are located here.
Cancellation
Subject to any rights or remedies you may have under the Australian Consumer Law:
(a) We may cancel an order after it has been accepted where we are reasonably required to do so in response to a supply shortage;
(b) You may not cancel an order after it has been accepted without our consent, which consent will only be granted in extremely limited circumstances at our discretion; and
(c) We will not under any circumstances consent to an order cancellation or provide any refund or exchange in respect of goods that are ex-rental products, clearance products, floor stock products, or goods that have been customised to your preferences or are otherwise non-stock or bespoke products.
If we consent to the cancellation of your order, and your order contains stocked (non-customised) goods, we will provide you with a Store Credit less a 20% restocking fee to cover our administrative costs and expenses in handling and cancelling the order.
Returns and Refunds
Please take care when placing an order on our website or in-store, as we do not offer a refund or exchange for any change of mind or your error in ordering, except where required under the Australian Consumer Law.For returns due to product quality issues, we accept returns for orders within 12 months from the date of purchase.
Defective Goods
All returns for defective goods will be handled in accordance with the Terms and Conditions. You must, as soon as possible after delivery, check whether the goods are defective when delivered. Any defect notices should be given to the Concierge Care Team using the details in this Cancellation & Returns Policy.
Except for any rights and remedies you may have under the Australian Consumer Law or the Terms and Conditions, we will not be liable for any defective goods unless you notify us with full details and a description within the period from the time of delivery within which it would be reasonable to expect the relevant defect to be identified or become apparent. If you do not notify us within this time, you are deemed to have accepted the goods.
