Warranty & Returns

Refunds & Returns

Warranty

We are 100% Australian own operate business. All goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law.

For your peace of mind, all of our products come with a 12 month warranty. We value our customers and wish to make your purchase experience as enjoyable as possible. If something goes wrong with your product, please do not hesitate to contact us for assistance.

If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

Returns

We do not offer change of mind returns on any of the products offered for sale on our website over $100. Please review diligently all the information tabled in the product advertisement to ensure that the product is suitable your for your needs prior to committing to purchase the product.

To be eligible for a return please contact us within 7 days of receiving your order. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note for change of mind or wrong product purchased returns, a 20% restocking fee will apply.

You must contact us first prior to returning any products for refunds or warranty.

For change of mind returns, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed.

Unbranded Store 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.

Shipping cost or any financial charges is non refundable.

If goods received are not as ordered, please inform us within 24 hours of receiving the delivery, do not open any packaging or use as it will be deemed to be acceptance of goods and will not be accepted for returns.

Cancellation must be informed as soon as possible. Any cancellation after an order has been processed by our warehouse will not be accepted. Thus, resulting in the customer paying for total invoice.

Unbranded Store reserve the title of ownership to any extra or incorrect goods shipped as result of our error.

Store credit voucher codes will be valid for one (1) year from the date of issue.

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.

We will not accept returns delivered in person to our showrooms, depots, offices or warehouse facilities.

Damaged in transit

Unfortunately items are occasionally damaged in transit.

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. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

Suggest a self repair (with an offer of compensation to you):

  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Wrong item delivered

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims

Unbranded Store 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 3 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. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods from a pick up location
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

Cancellations

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 1 hour, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. Please be advised, for Click & Collect, Next day and Fast Track dispatch items, no cancellations or changes may be possible.

Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

 

Our rights

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. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.

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