Refund and Returns Policy

Returns Policy

Overview

Our refund and returns policy lasts 21 days. If 21 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Health and personal care items
  • Sale Items
  • Food pantry items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery
  • Return due to change of mind

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items

Only regular priced items may be returned, credited or refunded. Sale, Seconds or discontinued items cannot be returned or refunded.

We want you to be happy so please contact us if there is any issue with your order. We offer exchange or credit voucher on full priced items returned within 14 days of purchase. We do not offer cash refunds, so please chose carefully. 
NO refunds for orders paid with Afterpay or Zippay – only credit vouchers provided – no exceptions.

Please be aware: the many products are handmade (ie vases) or natural (ie crystals), Markings, colour and shape character are a reminder of their authenticity and are not considered faults. 

Purchases of SALE items are final. Sale items may be offered at a discounted price due to overstocking, slight damage, or a small fault, or discontinued line. 
Sale items are NOT returnable or refundable and are delivered as is at a discounted price. No returns, refunds or exchanges on Mystery Boxes



Exchanges

We only replace items if they are defective or damaged (excludes Seconds and discounted items). If you need to exchange it for the same item, send us an email or message CONTACT and
send your item to:

Australian Country Quilts
PO BOX 742, Rockingham
Western Australia 6168

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: PO Box 742, Rockingham, Western Australia 6168.
The buyer is responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Please contact us and provide reason for return and invoice number. 
Returns must be sent within 14 days of purchase, and tracking number must be emailed to us to ensure safe and documented delivery.Any unauthorized returns will not be accepted. If items are to be returned to us, please make sure you provide the following details: 
Your full name, invoice number and date of email approved return.
Items must be in original packaging, not opened, and packaged not to incur any damage. 
Shipping charges are not refundable. Your refund total will equal the merchandise price, less the actual shipping costs associated with both initial and return shipment. This is irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We will credit the purchase price, however return shipping costs are the customer’s responsibility. We will not refund shipping charges. Goods must be returned in original condition with all parts and accessories, in re-saleable condition.  After review, you may also be charged a 15% restocking fee.

Damaged Goods

Once parcels have left our warehouse via the courier, they are then the property of Australia Post / Courier company. If items were damaged or lost in shipping, please contact us asap, we make every effort to work with you but please note we will not instantly replace or refund. If your package rattles or looks squashed please do not accept it from the courier.

Steps to take:

  1. Couriers must be notified of breakages within 24hrs of delivery so you must click on tracking link we supplied you to couriers website and submit complaint to courier directly using your tracking number. 
  2. Take photo. Supply ONE SINGLE CLEAR IMAGE (not a collage) that includes the following:The damage/fault to your item(s)
    The packaging (box, bubble wrap, newspaper etc)

    The shipping label clearly showing your reference number (this does not have to be close up, so long as it can be zoomed in on and read)

    The above MUST be all included on ONE picture. This is to ensure the integrity of the claim and so the damaged items can be matched to the description we load for your parcel. 
  3. Keep ALL packaging, box etc and broken items so the courier can collect if required.
  4. Send photo and order details to us so we can also follow up for you.

Refunds will only be issued to the original credit card or payment method used when placing your order.
If the product has not yet been shipped from our warehouse then we will refund both the shipping costs and the cost of goods.  If the Goods have already left the warehouse, you will be charged shipping costs.

Our refund and returns policy lasts 21 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Contact us for questions related to refunds and returns.