Elegance Shutters Refund and Cancellation Policy
At Elegance Shutters, we aim to deliver high-quality products and excellent customer service. We understand that sometimes circumstances change, and we want to ensure a smooth process for refunds and cancellations when necessary. Please read the following policies carefully:
1. Cancellations
We strive to process orders promptly to ensure timely delivery of your custom shutters. However, if you need to cancel your order, the following terms apply:
- Custom Orders: Once production has started on custom-made products, cancellations are not permitted. Custom orders are tailored specifically to your needs and cannot be resold.
- Non-Custom Orders: If you wish to cancel a non-custom product order, please contact us within 24 hours of placing your order. If your order has not yet been processed or shipped, we will cancel it and provide a full refund.
- After 24 Hours: If you cancel an order after 24 hours, but before it has shipped, a 15% cancellation fee may apply to cover processing and restocking costs. If the item has already shipped, the return policy will apply instead.
2. Refunds
We want you to be satisfied with your purchase. If you’re not completely happy with your products, our refund policy ensures that your concerns are addressed in a fair and transparent manner:
- Refund Eligibility:
- Custom Orders: Custom-made products are non-refundable unless they are defective or damaged upon delivery.
- Non-Custom Products: For standard, non-custom products, we offer a 30-day refund window from the date of delivery, provided the product is unused, in its original packaging, and in resalable condition.
- Damaged or Defective Products: If your product arrives damaged or defective, please contact us within 7 days of receiving your order. We will arrange for a replacement or a full refund, including shipping costs.
- Refund Process:
- Once we receive the returned item, we will inspect it to ensure that it meets the eligibility criteria.
- After approval, your refund will be processed to the original payment method within 7-10 business days.
- If a refund is approved for a product returned due to a defect, we will cover the cost of return shipping.
- Return Shipping:
- For returns due to buyer’s remorse, the customer is responsible for return shipping costs.
- For defective or damaged products, Elegance Shutters will cover return shipping costs.
3. Exchange Policy
- Defective or Incorrect Items: If you receive an incorrect or defective item, we will offer a free exchange. Please contact us within 7 days of receiving your order to initiate the exchange process.
- Non-Defective Exchanges: If you wish to exchange a non-defective product, please follow the return process outlined below. A restocking fee may apply.
4. Restocking Fees
- Custom Orders: Custom shutters are non-refundable and cannot be exchanged or restocked.
- Standard Products: If an item is returned outside of the 30-day return window, or is used or damaged, a 15% restocking fee may apply.
5. How to Request a Refund or Cancellation
To initiate a cancellation, refund, or exchange, please contact our customer service team:
- Phone: 1300 170 711
- Email: [email protected]
- Order Number: Please provide your order number and a description of the issue so we can resolve it promptly.
6. Exceptions
- Final Sale or Clearance Items: Products marked as final sale or clearance are not eligible for return, exchange, or refund, unless they are defective.
- Special Promotions: Items purchased through special promotions or discounts may have specific terms and conditions, which will be clearly outlined at the time of purchase.
7. Contact Us
If you have any questions or need assistance with your refund or cancellation request, please reach out to us at:
Elegance Shutters
Phone: 1300 170 711
Email: [email protected]
Website: www.eleganceshutters.com.au
Thank you for choosing Elegance Shutters. We value your business and are committed to providing you with the best experience possible!