Refunds & Exchanges
We stand by our products (as do our vendors who supply us) and expect you’ll be extremely satisfied with your purchase. If you have a question or issue about a purchase please email firstname.lastname@example.org and let us know how we can make it right.
If the product is faulty please email email@example.com and we will arrange a replacement item or refund.
For change of mind, our policy allows for the exchange or refund of goods within 7 days of receiving your order, for orders delivered within Australia. There is no exchange or refund for overseas orders. If 7 days have gone by since the documented delivery date, unfortunately we can’t offer you a refund or exchange. There is no refund or exchange, for change of mind, for products purchased online between 1st December – 31st December each year, or for any items that are on sale below our regular retail price.
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. Shipping costs are not refundable at any time (this includes all shipping expenses Tiaro Christmas Cottage has incurred, even if you received subsidised shipping and had not been charged the full shipping cost at check-out. Tiaro Christmas Cottage can provide a copy of the shipping cost it incurred for clarification). Any returns for exchange or refund are to be sent at customer’s expense. Please contact us first via email firstname.lastname@example.org to arrange the return, and to clarify all shipping costs.
Exempt items: Gift vouchers are exempt from being returned.
- 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 (if applicable)
- Goods have not been properly re-packaged and, as a result, have been damaged in transit – you have received subsidised delivery of your item at the time of purchase. Tiaro Christmas Cottage can provide a copy of the delivery costs it incurred to send your parcel and does not charge any more than Australia Post or other courier direct costs. As long as you contact Tiaro Christmas Cottage prior to sending back your goods Tiaro Christmas Cottage will inform you if there will be any subsidised delivery costs that will be deducted from the refund.
- 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 7 days after delivery
Refunds (if applicable)
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 3 business days.
Late or missing refunds (if applicable)
We always endeavour to implement refunds within 2 days of the stock returning.
If you haven’t received a refund within 5 days of our email notifying you we have received the return, first check your bank account again. If it is still not showing on your statement please contact us to make sure there has been no error on our part.
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 again on email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
To return your product, you should mail your product to:
Tiaro Christmas Cottage
24 Mayne St
Tiaro. QLD. 4650
Please contact us first to let us know of the parcels return.
You will be 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.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.