RETURNS

RETURNS

7 day returns

We want you to be happy with the products you buy from us. If you change your mind, you may return it to us within 7 days of the date you received it, no questions asked.

You will be responsible for all shipping charges to facilitate a change of mind return. If you change your mind, we will provide you with refund in an amount equal to the price you paid for the product, less all shipping costs.

Items returned must be in ‘as-new’ condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.

Within 5 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a refund. You will be notified via email of the amount equal to the price you paid for the product, less any shipping costs.

We will not accept returns delivered in person to our offices or warehouse facilities.

Damaged in transit

Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

·         Arrange a repair by a local tradesperson in your area

·         Offer a partial or full store credit voucher or refund

·         Replace the product (subject to availability)

·         Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Faults and Warranty Claims

Gramercy Home warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

·         Send you any missing parts or components

·         Suggest a method self repair

·         Arrange a repair by a local tradesperson in your area

·         Replace the product (subject to availability)

·         Offer you an alternative product

·         Offer a partial or full store credit voucher or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

·         Normal wear and tear

·         Damage arising from improper assembly or modification

·         Damage arising from abnormal use or abuse

·         Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)

·         Damage to external or product packaging only

·         Insignificant minor variations in dimensions, colour, grain or finish

·         Insignificant minor imperfections or superficial blemishes

Cancellations

You may cancel an order, or part thereof, only before it has been dispatched to you, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

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 contact us as soon as possible with your name and order number and our customer care team will look after you.

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.