Our policy on goods damaged or lost in transit:
When goods get damaged or lost in transit, a Customer has suffered a loss. Australian Consumer Law requires us to make good that loss. Sending out a replacement that could also get damaged or lost would still leave a Customer with the loss. Therefore the only certain way to make good that loss it to refund a Customer the value of said damaged or lost goods. Please do not place orders if you believe that you are entitled to free replacements. We will remedy any and all damage or loss by refund, as required by Australian Consumer Law.
Our policy on faulty or misdescribed goods:
We will either repair, replace or refund any of the above products, if these were bought from us, and if these were: a) faulty and not fit for the purpose these were bought for, b) not of acceptable quality in appearance and finish, c) not safe or durable and: d) misdescribed or significantly different to those shown or described. When determining these factors, the Australian Consumer Law takes into consideration what the nature of the goods were and the price that was paid for them. For example, a mass-produced, imported, $2.50, plastic, photo frame cannot and should not be reasonably expected to be of the same quality, appearance or high cosmetic finish of a locally-made, $250, hand-made, wooden, custom picture frame.
Our policy on 'Change of mind' requests:
Australian Consumer Law does not require us to make refunds when the goods bought from us were rejected because Customers: a) changed their minds about their purchases, b) decided that they no longer want the goods, c) don’t like them, d) find that the goods are the wrong size or colour or, e) find that they can buy the same or similar goods elsewhere for a cheaper price. We may however, and solely at our discretion, accept such returns if our return terms are agreed to beforehand.
Our policy on settling claims for lost or damaged order parcels:
We will refund the paid Invoice total of such parcels only when these are declared lost by our Couriers or when we cannot produce a Courier's Proof of Delivery signature after a reasonable dispatch and transit time. With damaged goods we will either replace the damaged item free of charge in a next order or refund the price paid of said item after a Customer emails us some photographs substantiating the damage. We never send out replacement parcels because these can also get lost or damaged thus leaving us with unsettled and unresolved claims.