RETURNS

We want to make online shopping as easy and risk free as possible. Therefore if for any reason you are not happy with your purchase, we are happy to accept a return or exchange within 14 days of receipt*, excluding items sold on sale.

If you change your mind on your purchase and decide to return your goods, you will be given the option of either a store credit or an exchange.

If you opt for a store credit, you will be given a credit to the same value once the item has been returned in its original condition and packaging. Any shipping costs incurred will not be refunded and the cost of returning the goods will be paid by you. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store-credit until the item has been received. 

*Unfortunately we cannot accept returns for ‘made to order’ goods – such as original artworks and custom made furnishings/accessories/prints.  

Faulty 

Our goods come with the statutory guarantees imposed by the Australian Consumer Law. Below is some information about the rights that the statutory guarantees provide.

When can you obtain a refund or replacement under the statutory guarantees?

(a) We are not required to provide a refund or replacement if you change your mind.

(b) If the product doesn’t comply with one of the consumer guarantees in the Australian Consumer Law, you are entitled to have the product repaired or receive a refund or replacement, depending on whether there is a major or non-major problem.

(c) The statutory guarantees include guarantees that the product:

   - is of acceptable quality;

   - is fit for any disclosed purpose; and

   - matches its description or sample.

(d) You can choose a refund or exchange if a product has a major problem. This is when it:

   - has a problem that would have stopped someone from buying the product if they had known about it;

   - is unsafe;

   - is significantly different from the description or a sample; or

   - doesn’t do what we said it would,

   - or what you asked for, and can’t be easily fixed.

(e) Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

(f) For a non-major fault, we can repair the product in a reasonable time instead of offering a refund or replacement. 

(g) Please keep your proof of purchase – e.g. your receipt. 

Initial cost of returning faulty products

(a) Products do not need to be in their original packaging to be returned. You may, however, need to ensure the products are adequately protected for posting or collection. If you are not able to take the products to the supplier in person, and the supplier does not have a complimentary pick up or return policy, you may have to return them by post or another delivery service.

(b) As a general rule, if the item can be posted or easily returned, you should cover the initial cost of returning faulty products to the supplier. You should keep the receipts for those costs because if the returned products are later confirmed to have a fault - whether major or minor - you can recover your reasonable postage or transportation costs from the seller.

You can read more about your rights in regards to ‘refunds, repairs and replacements’ from the Consumer Affairs Website. 

How to return a product  

(a) The first thing to do is contact us to let us know about the problem. The best thing to do is email us at----- new email address and provide the following details:

   - your order number and the date of your order;

   - your contact details including full name, address, phone number and email;

   - a description of the problem WITH photographic evidence or request for an exchange or return;

(b) Once we receive your claim we will contact you to work out the best way forward, including returning the product and providing any refund or replacement.

This information doesn’t limit the scope your rights or our obligations under the Australian Consumer Law. More information about the Australian Consumer Law is available on the Australian Competition and Consumer Commission website: http://www.accc.gov.au.

If you have any questions or concerns please feel free to contact our friendly customer service team by emailing info@reesandrees.com.au or call 0357229300