Refund policy
RETURN POLICY
YOUR CONSUMER RIGHTS
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please email us as soon as possible at hello@napoleonbay.com.au or phone 0452 115 011.
FAULTY OR DAMAGED IN TRANSIT
We take great pride in the quality of our products, however in the unlikely event you discover your item to be faulty or damaged please contact us as soon as possible so we able to evaluate and process your claim and arrange suitable replacement, compensation or refund in consultation with you. If we require you to return the product to us, we will pay the cost of return.
Please note the following:
- Some of our products feature intentional distressing or are made of reclaimed timber and these rustic elements are not considered faults.
- Products handcrafted with gold leaf; the finish may flake – this is not considered a fault. They are simply part of the natural beauty of the products.
- Many of our products are uniquely hand-made. In particular, the glass and ceramic products are either hand blown, or kiln fired. Under these manufacturing processes imperfections in finishes could be apparent and it is likely that no two pieces will be exactly alike.
DAMAGED IN TRANSIT
If you notice at the time of delivery that the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact us immediately.
INCORRECT ITEM DELIVERED
Very occasionally an incorrect item may be delivered to you. If this happens, please contact us as soon as possible at hello@napoleonbay.com.au so we can send you the correct item and arrange for the collection of the incorrectly delivered item at no cost to you.
30-DAY CHANGE OF MIND REFUND ON ELIGIBLE PRODUCTS
If you change your mind within 30 days of buying an eligible product, we will issue you with a refund after we approve the return. Please contact us at hello@napoleonbay.com.au to have a return approved. We reserve the right to deny refund to a sender without prior return approval.
Please note the following items ARE NOT ELIGIBLE for change of mind return:
- Furniture
- Mirrors
- Wall Art
- Lighting Products
Unfortunately, we do not issue product exchanges or store credits for change of mind returns. To return a product for refund, you will be responsible for your own shipping cost.
No returns on sale items or gift cards and cosmetic flaws made known to you before purchase.
Return process
Items eligible for change of mind return must be sent to us within 30 days of the date they were delivered to you and be unused and in its original condition and packaging. We reserve the right to reject any returns that do not meet these requirements. Once your return is received and inspected, we will refund you the amount you paid for the product. Shipping costs are non-refundable. The credit will be applied to your credit card or original method of payment. Please allow up to 14 days for the refund to be processed.
We reserve the right to refuse returned items if the items do 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. Unfortunately, without the items we cannot issue a refund. We strongly suggest you send your returns using a traceable method.