REFUNDS AND RETURN POLICY
Emerson Boutique offers products that come with guarantees that cannot be excluded under the Australian Consumer Law. For further information as to your rights under Australian Consumer Law, please visit the Australian Consumer Law website.
Emerson Boutique will only make, and is only obligated to make, a refund in accordance with the Refunds & Returns Policy, the guidelines for eligibility are detailed in this policy.
Returns are only accepted if authorised by Emerson Boutique. Request for return must be received in writing via email email@example.com and will only be accepted if notification is made within 24 hours of receipt unless otherwise stated in these Terms and Conditions. You will need to wait for our response before taking any further action.
We do not provide credit notes, exchanges or refund shipping fees.
The customer will be responsible for the return freight and re-delivery.
(a) Goods Damaged in Transit
Our products are checked before they are dispatched from the warehouse for any damage. You will need to inspect your item/s upon delivery and outline any damage or faults before signing for it, and make a note on the delivery paperwork with the courier making the delivery before signing. Where possible, take photos of the faults or damage and report it to us immediately. Once you have signed for the items at delivery with no notification of damage the items are deemed to be in acceptable condition.
(b) Manufacturer's fault and flaw.
Written notification must be provided to us within 24 hours or receipt if you identify a manufacturer's fault with your item. If available you will be offered a replacement. Where a replacement is not available you will be offered a full refund. However, if a replacement is available, we will not give you a refund.
(c) Goods damaged by you, natural wear and tear and Buyer’s Remorse:
We will not accept the return of goods that are:
- due to natural wear and tear following delivery,
- insignificant minor imperfections or superficial blemishes;
- damage, wear and tear as a result of improper or lack of maintenance and/or care (eg fabric, leather or timber);
- insignificant minor variations in dimensions, colour, grain or finish;
- normal wear and tear;
- damage arising from improper assembly or modification;
- damage caused by you or damage arising from abnormal use or abuse;
- damage to external or product packaging only;
- damage occurring during your own handling and transportation of the item.
- change of mind,
- variations in colour in keeping with the manufacturer’s materials,
- variations from viewing images online
We provide as much information as possible on the website for all products so that you can make an informed decision before purchasing. Please do not hesitate to contact us if you need more images, or more information on any items.
(d) Item not as described on website
Our products will have some natural variation in keeping with the manufacturer’s materials, particularly with timber. This is normal. If the product does not fit the description on the website, you must email us within 24 hours. If we find that the item is in fact significantly different to what the website describes and is not fit for purpose then we will send a replacement if stock is available. If stock is not available you will be offered a full refund.
(e) Incorrect item
Please contact us via email: firstname.lastname@example.org within 24 hours of the delivery of an incorrect item. We will arrange for the collection of the incorrect item and delivery of the correct item. You will not incur any additional costs in this circumstance. Your replacement item will be delivered to you within the normal delivery time frame for that item. In the event the item ordered is unavailable, we will offer an alternative product, store credit or a full refund.
REFUSAL OF DELIVERY, CHANGE OF MIND AND BUYER'S REMORSE
Once goods have been dispatched from our warehouse you will not be entitled to refuse delivery of goods nor request a return, refund or exchange of goods you have purchased on the basis that you have changed your mind about the purchase of the goods. Once a customer has taken delivery of an item, we will not accept the return of goods due to buyer’s remorse or change of mind.
REQUESTING A RETURN OR REFUND
If you do need to email us to return a damaged item/s:
Please email email@example.com with photos showing the damage, your order number, and a brief explanation of any faults or damage. Once we have received your email, we will review the photos and documentation and if appropriate proceed with organising return shipping. Goods can only be returned by a carrier that is approved by Emerson Boutique. A handling charge may apply on returned items. Once the items have been received by the warehouse, we will inspect the goods process a refund if approved.
Please retain all packaging so that the item can be collected in the original packaging.
Emerson Boutique will not be held responsible for any damage that occurs in transit where a customer has used their own carrier.
Where a refund is approved, the total amount will be refunded less the shipping cost. We do not credit or refund shipping costs. You will be responsible for return shipping fees. We will provide you with the best shipping quote to return the item to the warehouse.
We reserve the right to refuse a returned item if the item does not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received.