Returns and Claims at My Acre
Our returns policy varies by vendor based on how each product is made and shipped. Below you will find the specific policy for every brand we stock, plus the protections that apply to every purchase regardless of vendor. Hayden is your single point of contact for any return or claim on 1300 515 620.
30 day satisfaction guarantee on EcoSmart Fire
If your EcoSmart Fire pit or fire table is not right for your space, send it back within 30 days. We cover the return shipping in full. No cost to you at all.
This is a genuine try-it-in-your-home promise on the EcoSmart range. The piece does need to be returned in original packaging, unfilled and unused, so the next customer receives it as new.
View EcoSmart Fire collectionCancellations: standard 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. Once the order is dispatched, the vendor returns policy below applies. This includes standard Polito, Valoriani, Winter Gardenz and Ochre Living configurations.
Custom and bespoke orders (custom Kustom Pergolas, bespoke Polito or Valoriani configurations not shown on the catalogue, anything quoted to a bespoke specification) can be cancelled within 5 business days of payment, until production commences. Once production starts on a custom order, the order cannot be cancelled, refunded or exchanged. See the Terms of Service Section 5 for the full position.
Returns policy by vendor
The 30 day satisfaction guarantee applies only to EcoSmart Fire. Across the rest of the range, satisfaction-based returns after dispatch are handled by arrangement: damage, defect or a genuine reason. Standard catalogue items remain cancellable until dispatch under the note above. Australian Consumer Law statutory rights apply as a floor on every purchase.
Polito
Standard catalogue Polito ovens (Giotto, Donatello II, Antonius) are cancellable before dispatch. After dispatch, no satisfaction-based return. Bespoke Polito configurations follow the custom orders rule.
Australian Consumer Law statutory rights apply on every purchase.
Valoriani
Standard catalogue Valoriani kits are cancellable before dispatch. Defect resolution handled domestically where possible. Bespoke Valoriani configurations follow the custom orders rule.
Australian Consumer Law statutory rights apply on every purchase.
Blinde Design
Unopened pieces in original industrial packaging only. Opened or used items are not returnable.
Australian Consumer Law statutory rights apply on every purchase.
Winter Gardenz
Standard catalogue greenhouses are cancellable before dispatch. After assembly begins, no satisfaction-based return.
Australian Consumer Law statutory rights apply on every purchase.
Kustom Pergolas
Custom-built to your specification. Cancellable within 5 business days of payment, until production commences. Defect or damage returns coordinated by arrangement after that.
Australian Consumer Law statutory rights apply on every purchase.
Ochre Living
Standard catalogue Perisher, Hotham and Ossa kits are cancellable before dispatch. Specialist install coordinated direct.
Australian Consumer Law statutory rights apply on every purchase.
e-NRG
Opened or partially used cartons cannot be returned for safety and regulatory reasons.
Australian Consumer Law statutory rights apply on every purchase.
Universal protections
The following protections apply to every My Acre purchase regardless of vendor, return window, or freight position.
Australian Consumer Law statutory rights
Every product we sell carries the statutory consumer guarantees under Australian Consumer Law: that the goods are of acceptable quality, fit for the purpose described, and match the description given. These rights apply on every purchase and cannot be excluded by any private agreement. Where a major failure occurs, you may be entitled to a refund, replacement or repair as appropriate to the failure.
Manufacturer warranty, managed by My Acre
Manufacturer warranties are honoured in full and managed by Hayden directly. You are not chasing factory contacts in Italy, New Zealand or Australia. We lodge, follow up and resolve. See the Warranties page for the full term per vendor.
Damaged in transit
If your product arrives damaged, photograph the carton before unpacking, take pictures of any visible damage, and contact us within 48 hours of delivery. We organise the replacement at no cost to you, regardless of vendor.
How to lodge a return, cancellation or claim
- Email info@myacre.com.au or call Hayden on 1300 515 620 with your order number.
- For a cancellation, just tell us. We confirm whether the order has dispatched (standard catalogue) or whether production has commenced (custom orders) and process the refund.
- For a return or claim after dispatch, photograph the issue: carton, pallet, and the product as you open it.
- Hayden confirms the policy that applies to your vendor and the next step the same day in most cases.
- Refunds are processed to your original payment method within five business days of the returned item being received and inspected.
Frequently asked questions
Can I return my EcoSmart Fire if I just don't like it?
Yes. EcoSmart Fire pits and fire tables carry a 30 day satisfaction guarantee. If the piece is not right for your space, contact Hayden within 30 days of delivery and we organise the return. My Acre covers the return shipping. There is no cost to you at all.
Can I cancel my order?
Yes. Standard catalogue items can be cancelled at any time before dispatch for a full refund, whether the piece is in stock or made to order at the supplier. After dispatch, the standard Returns and Claims policy applies. Custom orders (custom Kustom Pergolas, bespoke Polito or Valoriani configurations not on the catalogue) can be cancelled within 5 business days of payment, until production commences. After production starts on a custom order, no cancellation is available.
Does the 30 day guarantee apply to my pizza oven?
No. The 30 day satisfaction guarantee applies only to EcoSmart Fire pits and fire tables. Standard catalogue Polito and Valoriani pizza ovens remain cancellable before dispatch, and the manufacturer warranty plus Australian Consumer Law rights apply after dispatch. Bespoke Polito or Valoriani configurations follow the custom orders rule (5 business day cancellation, then locked).
Who pays the return shipping for my product?
On EcoSmart Fire returns, My Acre covers the freight in full. For every other vendor in the range, return freight is the customer's responsibility on change of mind or by-arrangement returns. Damage in transit and manufacturing defect returns are organised at no cost to you, regardless of vendor.
What if my product arrives damaged?
Photograph the carton or pallet before unpacking and any visible damage to the product as you open it. Email the photographs to info@myacre.com.au or call Hayden on 1300 515 620 within 48 hours of delivery. We lodge the claim with the maker and organise the replacement on your behalf, with freight covered, regardless of vendor.
Can I return a made-to-order product?
Standard catalogue items that are made to order at the supplier (Polito, Valoriani, Winter Gardenz, Kustom Pergolas standard sizes) can be cancelled before dispatch for a full refund. After dispatch, satisfaction-based returns are not offered; damage in transit and manufacturing defect returns are coordinated by arrangement. Custom orders are locked in after a 5 business day cancellation window from payment.
How do my Australian Consumer Law rights apply?
Every purchase carries the statutory rights under Australian Consumer Law: that goods are of acceptable quality, fit for the purpose described, and match the description provided. These rights apply regardless of vendor or return policy and cannot be excluded by any private agreement. If a major failure occurs, you may be entitled to a refund or replacement.
How long until I get my refund?
Approved refunds are processed to your original payment method within five business days of the returned item being received and inspected. We message you the moment the refund is issued.
Can I exchange instead of returning?
Exchanges are handled under the same vendor policy as returns. On EcoSmart Fire, exchanges across the 30 day window are coordinated with freight covered both ways. On every other vendor, exchanges are by arrangement, with freight on the replacement covered by you on change of mind, and waived on damage or defect.
Speak with Hayden about a return or claim
Direct line, no forms, no scripts. Mon to Fri, AEST.
Contact Hayden directly1300 515 620Send a messageWe reply within one business day