Exchange Policy at My Acre
Our exchange policy varies by vendor based on how each product is made and shipped. EcoSmart Fire pits and fire tables carry a thirty day exchange window with freight covered both ways. For every other vendor, exchanges are by arrangement. Hayden is your single point of contact for any exchange question on 1300 515 620.
30 day exchange window on EcoSmart Fire
Swap your EcoSmart Fire pit or fire table for a different size, finish or model within thirty days. We cover the freight in both directions. No cost to you on the swap itself, with any price difference settled either way.
This is the same try-it-in-your-home promise as the Returns and Claims policy, applied to size, finish or model changes. The original piece does need to be returned in original packaging, unfilled and unused, so the next customer receives it as new.
View EcoSmart Fire collectionStandard catalogue items versus custom orders
Standard catalogue items shown on our website, whether in stock or made to order at the supplier, can be cancelled at any time before dispatch for a full refund. If you want a different size, finish or model, the simplest path is a cancellation and a fresh order, settled in one conversation.
Custom and bespoke orders (custom Kustom Pergolas, bespoke Polito or Valoriani configurations not shown on the catalogue) carry a 5 business day cancellation window from payment, until production commences. After production starts on a custom order, the order cannot be cancelled or exchanged. See the Terms of Service Section 5 for the full position.
Exchange policy by vendor
The thirty day exchange window applies only to EcoSmart Fire. Across the rest of the range, satisfaction-based exchanges after dispatch are handled by arrangement: damage, defect, or where the vendor policy supports a pre-production swap. Standard catalogue items remain cancellable before dispatch under the note above. Cards below set out the position for each vendor.
Polito
Standard catalogue Polito ovens are cancellable before dispatch. After dispatch, satisfaction-based exchanges are not offered. Defect or damage exchanges are coordinated by My Acre with freight on the replacement waived.
Australian Consumer Law statutory rights apply on every purchase.
Valoriani
Standard catalogue Valoriani kits are cancellable before dispatch. After dispatch, defect resolution is handled domestically where possible, so an exchange rarely involves international freight.
Australian Consumer Law statutory rights apply on every purchase.
Blinde Design
Exchanges available on unopened pieces in original industrial packaging only. Opened or used items are not eligible.
Australian Consumer Law statutory rights apply on every purchase.
Winter Gardenz
Standard catalogue greenhouses are cancellable before dispatch under the standard items rule above. After assembly begins, the kit is not eligible for satisfaction-based exchange. Pre-assembly swaps are coordinated by Hayden.
Australian Consumer Law statutory rights apply on every purchase.
Kustom Pergolas
Custom-built to your specification. Cancellable for 5 business days from payment, then locked. Defect or damage exchanges coordinated by arrangement after that, with the maker engaged on the replacement build.
Australian Consumer Law statutory rights apply on every purchase.
Ochre Living
Australian-made modular kits. Standard catalogue items cancellable before dispatch. Pre-assembly swaps coordinated by Hayden, with site preparation re-briefed on the replacement piece.
Australian Consumer Law statutory rights apply on every purchase.
e-NRG
Exchange across carton sizes is available on sealed product. Opened or partially used cartons cannot be exchanged for safety and regulatory reasons.
Australian Consumer Law statutory rights apply on every purchase.
How to request an exchange
- Email info@myacre.com.au or call Hayden on 1300 515 620 with your order number and the replacement specification.
- Hayden confirms eligibility under the vendor policy and the freight position the same day in most cases.
- If your order has not yet dispatched on a standard catalogue item, we cancel and rebook in one step for the new specification.
- If dispatched, we arrange the return label or pickup; on EcoSmart Fire, freight is covered both ways.
- On inspection of the original, the replacement is dispatched and any price difference is settled by top-up or refund.
Where exchanges sit in the broader policy
This page covers the exchange position. For full returns, refunds and damage claim detail by vendor, see the Returns and Claims page. For warranty terms by vendor, see the Warranties page. For standard delivery times and freight, see the Delivery and Shipping page.
Frequently asked questions
Can I exchange my EcoSmart Fire for a different size or finish?
Yes. EcoSmart Fire pits and fire tables carry a 30 day exchange window. Swap to a different size, finish or model within thirty days of delivery and we coordinate the freight in both directions at no cost to you. Any difference in price is settled with a top-up payment or refund.
Does the 30 day exchange window apply to my pizza oven or pergola?
No. The 30 day satisfaction-based exchange applies only to EcoSmart Fire pits and fire tables. Standard catalogue items from other vendors can be cancelled before dispatch for a full refund and a fresh order placed for the right specification. Custom orders are locked in once production starts, so a swap is only possible within the 5 business day cancellation window. Defect or damage exchanges across every vendor are coordinated by arrangement at any point.
Who pays the freight on an exchange?
On EcoSmart Fire exchanges, My Acre covers freight in both directions. For other vendors, the customer covers freight on change of mind exchanges, and My Acre covers freight on defect or damage exchanges. The position is confirmed with Hayden before the exchange is initiated.
Can I exchange across vendors?
Cross-vendor exchanges are handled case by case. The most flexible path is usually a credit against the returned item under the Returns and Claims policy, followed by a fresh order for the replacement. Speak with Hayden first so we can confirm the freight and timing.
How long does an exchange take?
On in-stock pieces, the replacement is dispatched within five business days of the original being received and inspected. Standard delivery timing then applies, shown by vendor on the Delivery and Shipping page. On made-to-order pieces, the replacement enters the maker's production queue.
Are made-to-order products eligible for exchange?
Standard catalogue items that are made to order at the supplier can be cancelled before dispatch for a full refund, so a different size or model can be ordered fresh. This includes Polito ovens, Valoriani kits, Winter Gardenz greenhouses and standard Kustom Pergolas. After dispatch, satisfaction-based exchanges are not offered. Custom orders are locked in after the 5 business day cancellation window, and only defect or damage exchanges apply after that.
Do my Australian Consumer Law rights still apply?
Yes. Every purchase carries the statutory rights under Australian Consumer Law, including the right to a remedy where a major failure occurs. These rights apply across every vendor and cannot be excluded by any private exchange policy.
Can I exchange instead of returning?
On EcoSmart Fire, the exchange path is straightforward and freight is covered. On other vendors, an exchange follows the same vendor policy as a return; see the Returns and Claims page for the full position by vendor.
Talk through an exchange with Hayden
Direct line, no scripts. We confirm eligibility on the call before any commitment.
Contact Hayden directly1300 515 620Send a messageWe reply within one business day