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Returns, Exchanges, & Refunds Policy.

 

Thanks for shopping at ‚ÄčBird on the Hill Designs.¬†

If you are not entirely satisfied with your purchase, we're here to help.

We know that it can be hard to choose a colour for your home, and sometimes, when it arrives, you just know it isn’t going to work! 

It’s ok - we want you to be sure, so that you love living with your newly painted and decorated furniture.  Read our policy below regarding exchanges/returns for change of mind, what to do if you think your item is faulty, or it’s damaged when it arrives. 

Returns & Exchanges

Here's how we look after you in a nutshell
  • Guaranteed returns on goods for 30 days providing they are in unused order. You are responsible for return shipping, but we will refund up to $10.00 shipping once your items are safely returned.

  • Free Shipping for exchanges if you change your mind and want a different colour/finish. You pay for return and we will refund you your original $10.00 shipping fee, and then ship you your new colours at our cost. (Exchanges up to 30 days only and in unused condition).

Looking for more info? Read on...

You have 30 calendar days to return an item from the date marked as delivered via your Australia Post tracking.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. 

We do not offer exchanges for items marked as discontinued/end sale for limited edition items. 

Your item needs to have the receipt or proof of purchase included (such as the packing slip or invoice that accompanied your order). Please contact us at info@birdonthehill.com.au asap to advise of your intention to return &/exchange. 

You are responsible for the return postage if you choose to return goods for refund. We will then issue you with a refund up to $10.00 for shipping.

When seeking an exchange of goods, again, please ensure items are packaged safely and securely. You are responsible for postage for the item/s back to us, but we will refund your original $10.00 shipping fee, and post your new items to you free of charge. You have 30 days from your original order date for us to receive any items for exchange.

We will not exchange/refund goods that have been damaged during shipping if showing evidence of not being packaged correctly/soundly. 

If you have any questions regarding the above process, please don’t hesitate to contact us via email.

Once we receive your item, we will inspect it and will immediately notify you on the status for your item/s.

We will then organise dispatch for exchange of goods asap - you will receive a notification when dispatch has occurred with a tracking number for your parcel. 


Faulty/damaged Goods For Return.

If you receive goods that have been damaged in transit, and the damage will not allow the items to be used in the manner intended, or you feel that any items you have received are faulty, please contact us via email atinfo@birdonthehill.com.au to inform us of the issue with the items. 

PLEASE NOTE:

Notification of goods damaged in transit, or faulty items should be reported within 3 business days of receipt of goods.

If notification for faulty items is received after this time, refunds will be considered on a case by case basis, depending on how item has been used, stored, maintained etc...

We do not automatically refund or exchange for items that have been used, and do not refund, partially, or otherwise for finishes that do not meet customer expectations, or when user error &/or misuse of products may be a component of the issue. 

We require photographs of any damaged/faulty items - this is especially useful for items that have been damaged in transit. 

If any items are deemed damaged or faulty, we will then contact you to organise either refund, or shipping of replacement  items to you asap at the expense of Bird on the Hill Designs.  

CUSTOMER RESPONSIBILITY: 

If items are broken, or unusable due to damage sustained during transit, (ie: packaging of outer box/satchel is visibly damaged) customers will need to lodge a claim with Australia Post as well as notifying Bird on the Hill customer service. We are not able to initiate this - it is the responsibility of the receiver of the goods to do so. Once this process is underway, please contact us asap to organise replacement of your items.

If the refund is requested due to a colour not being as you expected, the cost of return is your responsibility, and you will be issued with a coupon for free shipping for your next order once we have received the returned item/s.  Please note, that even though we try to represent colours as closely as possible in digital and printed images, it is very difficult to represent many of the colours perfectly due to the restrictions of mass printed documents, and individual browser settings on digital devices. We strongly recommend the purchase of the sample size colours in both our paint ranges before deciding on colours for large projects.

IMPORTANT- PLEASE READ:  Disruptions in postage due to the ongoing issues with high volumes of parcel post within the Australia Post network may cause longer than expected delivery times for many areas of Australia.

This is out of our control, and we ask for your patience in this matter.

Tracking your parcel via the Australia Post app or webpage is the most effective way of seeing where your parcel is. We do not have access to any further information than what you can see. Australia Post has told commercial customers that in peak, busy periods, recording of scanned items may take a longer period to occur, if at all, so this will mean that all information displayed on the Australia Post app may not be current. 

 

Last update: September 2023


Contact Us: info@birdonthehill.com.au

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