As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from R & M Homewares. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however, does however, that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid, and any representations made about the goods (or service). Due to our commitment to your satisfaction, we offer a returns policy in addition to your rights under the Australian Consumer Law. To ensure you fully understand your rights and our obligations under this policy, please take the time to read the following carefully.
We provide a 30 days money back guarantee on our products, if the item is in its original unused and resaleable condition, meaning that:
- It is in its original packaging, including instruction manuals and all accessories; and
- It is unused, unworn, unassembled and in its original condition; and
- It is not an item where a return is not permitted (see below).
- Receipt of Purchase
In the event that these conditions are not met, R & M Homewares may refuse to provide a refund for a change of mind return or the wrong item purchased.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items to be returned will be the customers responsibility and we request you to ship back to us at your cost. Please include name and order number on the returned parcels.
R & M Homewares reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.
We will notify you once we’ve received and inspected your return, we will let you know if the refund was approved or not and send you an email advising receipt of your return item. At this time, we will refund the amount of your original purchase or amount determined by us minus service fee, restocking fee and shipping fees if applicable.
If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, faulty or if you receive the wrong item, so that we can evaluate the issue and make it right. Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the outer package is damaged and the product is of acceptable quality we will not provide a refund, exchange or repair. If a product is damaged through misuse, neglect or abnormal use we will not provide a refund, exchange or repair. Please email us on email@example.com and include pictures of your defective or faulty product.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), items that have a tag that accompanies the product that states no change of mind and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, gift cards cannot be exchanged for a different item, denomination or for another tender or discount.
Change of Mind
Please note under Australian Consumer Law we are not obligated to provide a refund or replacement if you change your mind. We may offer you a refund provided that the refund is made within 14 days of receiving your purchase, the item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Clearance or sale items will not be accepted as change of mind items and items in the exceptions/non-returnable items listed above. If we accept your change of mind return, you will incur a $25 restocking fee per item and/or service fee of $10. Customers will be responsible for shipping costs for return of the product.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.