Returns Policy
RETURNS
Whilst we continually strive to make our customers happy we understand purchasing online can be difficult so please ensure you have correctly read the measurements and details of items.
If returning items, they must be unused and free from any faults and in their original packaging.
When returning an item due to change of mind, you will be entitled to a store credit only of the value of the item. It will not include the postage costs that you paid to receive your order.
Please ensure you take note of the items measurements as a store credit is only offered when items are incorrectly measurements for the purchasers desired space.
Shipping of the items that you wish to return is at the expense of the customer and this will not be refunded.
Customers who wish to return an item but have been unable to notify us via email or phone within the 24 hour period after the purchase has been delivered will be offered a store credit once the items have been returned at their expense.
Please feel free to contact us about any further questions you have regarding our returns, refunds and exchange policy.
CANCELLATIONS
If you wish to cancel an order once you have paid, please contact us ASAP. Whilst we will try our best to honour your wishes of cancellations, we do have a very speedy dispatch time. If your item has been dispatched or specially ordered we are unable to cancel your order.
WARRANTY
We will will happily honour any valid warranty claims, provided a claim is submitted within 7 days of your items being delivered.
Customers will be required to pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect us to process your warranty claim within 7 days.
Once our warranty claim is confirmed, you will receive the choice of the following
(1) refund to your payment method
(2) a refund in store credit
(3) a replacement item sent to you (if stock is available)
ITEMS DAMAGED IN TRANSIT
We have strict packaging requirements when we are packing your items to ensure that any damage that may occur in transit is kept to a minimum.
However, at times, damage can happen. If you do find when you receive your item that it is damaged please follow these steps.
Email us at contact@palmavenuehomewares.com.au with the following images
(1) Images of the damage to the item
(2) Images of the packaging that the item arrived in
(3) The shipping label
PRE ORDER ITEMS
PRE ORDER ITEMS HAVE AN ETA ON THEIR DESCRIPTION.
ETA ( Estimated Time of Arrival) sometimes these may come earlier than expected or at times, later than expected. When there may be delays, this is out of our control entirely and therefore, we do not offer refunds on pre - order items due to delays ( From 1/1/2022)
Once you have placed your order on a pre ordered item, we will not accept cancellations or refunds when the cancellation is requested due to not knowing it was a pre order.
Once your pre order item has arrived with us, we will contact you immediately with tracking information. If you have chosen to pick up from us in Berwick, please respond promptly within 2 weeks to let us know your preferred pick up time. If pick up is not arranged within the 2 week period, a storage fee may apply to you each week. Storage fee is $10 plus GST a week for 2 weeks, before being increased to $20 a week from there on after.
Please contact us on contact@palmavenuehomewares.com.au if you have any other questions or concerns. We will always do our best to come to a resolution.
