Returns, exchanges and refunds
We back every piece we sell. If something is not right, Hayden manages it for you directly on 1300 515 620. Your rights under the Australian Consumer Law apply to every purchase as a floor, on top of everything below. You can read those rights at the ACCC consumer guarantees page.
Your consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Which terms apply to your piece
Every product page states its return terms in the specifications table, and the same terms are shown before you pay. In short: EcoSmart Fire, 30 day home trial, completely free (limited to 2 trials per customer per 12 months). Blinde Design, Winter Gardenz, Shadowspec Serenity and Unity, Schmick and Rhino fridges, and Ochre Living and Buschbeck fireplace kits, 30 day return, no restocking cost, return freight at your cost. Polito and Valoriani ovens, Kustom Pergolas and every custom order, made to order: cancel within 5 business days of ordering, no change of mind return after dispatch. e-NRG bioethanol fuel, final sale.
Cancelling before dispatch
In stock pieces can be cancelled at any time before dispatch for a full refund. Made to order and ordered in pieces can be cancelled within 5 business days of your order for a full refund. After that, until production or dispatch begins, we pass on only what the maker charges us to cancel, and we tell you the figure before you decide. Once a made to order piece is in production or has been dispatched, it cannot be cancelled, other than for a fault.
Buschbeck fireplace kits are the one exception to "cancel any time before dispatch": Buschbeck's own terms allow no cancellation once we have placed an order with them, which can happen very soon after you order. We will always try, but we cannot guarantee a Buschbeck cancellation will succeed once it has been submitted to Buschbeck.
EcoSmart Fire, 30 day home trial
If your EcoSmart fire is not right for your space, tell us within 30 days of delivery. We arrange the collection and cover the return freight in full. The piece needs to come back unfuelled, showing no signs of use (no soot, burn marks, fuel residue or scorching) and in its original packaging, so the next customer receives it as new. A size, finish or model exchange within the same 30 days is freight covered both ways, with any price difference settled either way. To keep this trial genuinely free for everyone, we limit it to 2 EcoSmart home trials per customer per 12 months. e-NRG bioethanol fuel is a dangerous good and cannot be returned once dispatched; this includes unopened fuel bought alongside a fire table you are returning, and every carton is quality checked before it leaves us.
30 day returns, no restocking cost
Blinde Design pieces, Winter Gardenz greenhouses, the Shadowspec Serenity and Unity umbrellas in stock colours, Schmick and Rhino fridges, and Ochre Living and Buschbeck fireplace kits can be returned within 30 days of delivery, at no restocking cost to you: where the maker charges us a fee to take stock back, we absorb it. Fridges must come back as received; Ochre Living and Buschbeck kits, and every other piece in this group, must be unused, unassembled and in original packaging. You can arrange your own return freight, or we are happy to quote it and deduct the cost from your refund, whichever is easier for the size of the piece. Render, jointing adhesive, cooking grids and mortar adhesive cannot be returned once opened. Shadowspec custom colours and prints are made to order and cannot be returned.
Made to order pieces, umbrella exchanges, small accessories
Polito and Valoriani ovens, Kustom Pergolas and every custom or bespoke configuration are made or allocated for your order. They cannot be returned for change of mind after dispatch, and cancelling after the 5 business day window above passes on only the maker's own cancellation cost, told to you before you decide. Faults, transit damage and consumer guarantee claims are handled in full regardless. Buschbeck fireplace kits carry the strictest cancellation position in our range: see "Cancelling before dispatch" above.
The Shadowspec SU4, SU10, Oasis and Retreat umbrellas, and all umbrella accessories, are not covered by the 30 day return above. A size or colour exchange within 14 days is available on unused pieces in their original packaging, at no exchange fee, with freight both ways at your cost, or quoted by us and deducted from the refund.
Accessories under $500 not covered above (Polito tools, Buschbeck tools and covers, Winter Gardenz greenhouse accessories) can be returned unopened within 14 days by post at your cost, at no restocking cost.
Return freight and transit risk, damage in transit, faulty goods, conditions
Whichever tier applies, a return is not complete, and a refund is not issued, until the piece actually arrives back with us or the maker. If you arrange your own return freight, please use a tracked and insured service and keep your proof of lodgement; the risk of loss or damage on the way back sits with the sender until we have received it. If anything looks wrong with a return freight quote or you are not sure how to book it, call us first.
Inspect your delivery before you sign for it. If there is damage, note it on the driver's docket, keep the packaging and send us photographs the same day, and no later than 48 hours after delivery. Our makers need prompt notice to lodge a freight claim, and a late report can limit what we can recover, though it never removes your consumer guarantee rights.
If a product has a fault or a major failure, you are entitled to a repair, replacement or refund under the Australian Consumer Law. Send your order number and clear photographs to Hayden and we lodge and manage the claim with the maker for you.
Proof of purchase is required for any return, exchange or claim. Contact us before sending anything back; returns sent without our authorisation may be refused by the maker's warehouse. Change of mind returns must be unused and in their original, resaleable packaging; where a returned item comes back not in resaleable condition or missing accessories, we may reduce the refund to reflect the loss in value, or decline the return where the piece is not fit to resell as new. Refunds are issued to the original payment method within 10 business days of the returned goods being received and inspected, or, for a cancelled order where nothing was shipped, within 10 business days of the cancellation being confirmed. None of these conditions limits your rights under the Australian Consumer Law, which apply as a floor on every purchase.
