Returns Policy
Change of Mind
Please note that all our products are custom-made to order, specifically tailored to meet each customer's specifications. We regret to inform you that we cannot offer refunds or replacements for change of mind. We kindly request that you carefully review your cart before placing your order, as modifications or exchanges cannot be accommodated once the production process begins.
If you have any questions, please reach out to us at info@earthenframe.com.au before making a purchase. We are here to assist you and provide the necessary guidance.
Refunds and Exchanges for Policy
We believe you should be fully satisfied with the quality of the product you receive. Therefore, if your order has a quality issue, please contact us at info@earthenframe.com.au. We will address your concerns and guide you through the refund or exchange process.
This includes the below scenarios:
- The item has an issue that would have deterred you from purchasing it had you been aware of it.
- The item significantly deviates from the provided sample or description.
- The item fails to fulfill the intended purpose or meet your specific requirements, and it cannot be easily rectified.
Returns and Shipping
To qualify for a refund or exchange, all returns must be initiated within 14 days of receiving your order. Please note that the buyer is responsible for the cost of return shipping, which is non-refundable. The items must be returned in their original condition and packaging. We kindly request that you retain the original packaging for returns, as we cannot provide separate packaging. The delivery time for exchanged products may vary depending on your location. For items valued over $75, we recommend using a trackable shipping service or purchasing insurance to ensure secure and traceable delivery. Please note that we cannot guarantee receipt of your returned item without proper tracking or insurance.
Damaged in Transit
As per Australian consumer law, we are committed to replacing any products that arrive damaged, faulty, or differ from the description on our website. Although we take great care in packaging large and fragile items, there is a slight risk of damage during transit.
If your items arrive damaged, please contact us immediately at info@earthenframe.com.au within 24 hours of receiving the product. Kindly provide photographs of the damage along with images of the original packaging. Please retain the packaging until we have received sufficient evidence to assist in resolving the issue.