RETURNS & EXCHANGES
We really want you to love your purchase, but If you have changed your mind, or for any reason you are not 100% happy don't worry! Simply return the product in its original packaging within 30-days of receiving your order to our Cheltenham warehouse.
Conditions:
1. Relaxhouse offers a no question 30-day returns policy on stocked line items. If you are not completely satisfied with your purchase for any reason whatsoever you have the right to cancel your order within 30 days from date of delivery and receive a full refund excluding applicable delivery charges. The refund will be given excluding the full original freight charge and is not subject to any freight discounts offered at the sale time. This excludes lighting, customised items, and custom ordered items with lead times.
2. 48 Hrs notice is required for any in store returns.
3. If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch.
4. In either case it is the purchasers responsibility to return any such items in a pristine condition in the original packaging. Returned goods must be in their original packaging with all accessories, and be in original condition. Goods received back incomplete, damaged or in any condition other than sale able, will be returned to you at your cost.
Unwanted items must be returned to the following address in full original packaging:
RelaxHouse
Building 4, (rear)
29 Grange Rd
Cheltenham, VIC, 3192
Please download the following Return Form and attach to EACH box being returned:
5. Relaxhouse will not organise freight on behalf of a customer returning an item. The onus is on the customer to return the item/s using the chosen forwarder. Often Australia post is the easiest to arrange depending on location or for bulky items we can send you some carrier options just contact us at [email protected]
6. Where a product is within the 30 day period and a refund is requested, Relaxhouse will refund the original product purchase price. The following fees and/or charges will not be reimbursed: -Delivery charges from Relaxhouse - Cost to return the product to Relaxhouse
7. Orders cancelled after the goods have been dispatched will be treated as per the terms of our 30 Day Money Back Guarantee.
8. Prior to returning any products please email us at ask@relaxhouse within 30 days from the date of delivery. You will be issued with a Return Authorization Code (RAC). If you do not return goods within 30 days from informing us that you wish to cancel your order your right to cancel will be revoked.
9. Where an item is found to be faulty or damaged, Relaxhouse will provide a replacement part(s) along with the necessary service and support. If a customer receives damaged items and wishes to cancel the sale returned freight is still the responsibility of the customer.
10. Special Orders - (Made to Order or Custom Orders) are not covered under the return/cancellation policy. These products are custom made to your specification, (size, color, style, finish, fabric) or are products that are specially imported for you. These products are non returnable, cannot be exchanged and can not be cancelled/removed from your order at anytime.
11. This excludes Lighting, Rugs, Customised items and Custom ordered items with lead times.
12. Relaxhouse reserves the rights to make changes to these terms and conditions without notice.
Refunds & Exchange Policy:
For a refund, please include the invoice you received with your parcel and indicate the reason for return. We will credit your original method of payment, excluding delivery. The refund is excluding the full freight charge and is not subject to any freight discounts offered at the sale time. We do not offer refunds or credits on lighting.
Refunds:
Relax House complies with Australian Consumer Law regulated by the Department of Fair Trading in regard to damaged or faulty goods. Goods must be returned unused and in original packaging together with proof of purchase within 30 days for exchange or credit. Refunds are not permitted for change of mind purchases.
Incorrect or Faulty Product:
If you receive an incorrect or faulty product, please immediately contact us and we will arrange, as appropriate, either a goods exchange . We ask that you contact us before returning the incorrect or faulty product. Goods will not be accepted for return or refund later than 3 weeks after you receive the goods. To assist with processing the return, please also return the original packaging.
Lost Parcels:
If your order is lost during delivery, we will send you a replacement once the maximum delivery time set by Relaxhouse has expired and it is clear that liability for the lost product rests with the carrier. We ask that you contact your local mail centre before contacting us in case your order is being held.
All replacement items for lost / damaged products will be shipped at our cost. All exchanges and replacements are subject to the availability of the relevant item.
Credit card refunds:
Credit card refunds will be processed within 5 working days of our receipt of the goods, but may take longer than that to appear on your credit card statement.
If you cancel your order the shipping and handling charges will not be refunded, and any return freight charges will also be deducted from your refund.
If you wish to query your final payment, please contact us.