Refund policy

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.

Change of mind before dispatch

Standard catalogue items, whether in stock or made to order at the supplier, can be cancelled at any time before dispatch for a full refund.

EcoSmart Fire, 30 day satisfaction return

If your EcoSmart fire pit or fire table is not right for your space, send it back within 30 days and we cover the return freight in full. The piece needs to come back in its original packaging, unfilled and unused, so the next customer receives it as new. The same 30 days applies to a size, finish or model exchange on EcoSmart, freight covered both ways, with any price difference settled either way.

The rest of the range, after dispatch

Across our other makers, satisfaction based returns after dispatch are handled by arrangement for damage, defect or a genuine reason. Return freight on a change of mind is the customer's, quoted honestly before you commit. Fridges and umbrellas from stock follow the same by arrangement position; heavy and made to order pieces are assessed case by case.

Custom and made to order

Custom and bespoke orders (custom Kustom Pergolas, and bespoke Polito or Valoriani configurations not shown in the catalogue) can be cancelled within 5 business days of payment, until production commences. Once production starts on a custom order it cannot be cancelled, refunded or exchanged, other than for a fault.

Faulty goods

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.

Conditions

Proof of purchase is required for any return, exchange or claim. Change of mind returns must be unused and in their original, resaleable packaging; where a returned item comes back not in resaleable condition, we may reduce the refund to reflect the loss in value. Refunds are issued to the original payment method once the returned goods have been received and inspected. None of these conditions limits your rights under the Australian Consumer Law, which apply as a floor on every purchase.

Full detail is on our Returns and Claims page and Exchange page.