Refund policy
Your rights under the Australian Consumer Law come first. The change-of-mind policy below is something we offer on top of them. Your consumer guarantee rights are not limited to 30 days, and nothing on this page reduces them. If a product is faulty, unsafe, not as described or not fit for a purpose we agreed, contact us and we will sort out the remedy the law requires.
CHANGE OF MIND
We have a 30-day change-of-mind policy, which means you have 30 days after receiving your item to request a return because you have changed your mind.
To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
A 5% restocking fee applies to change-of-mind returns. It covers payment fees that are not refunded to us and the admin work of putting the product back into stock. The restocking fee never applies to a faulty product or to any return we owe you under the Australian Consumer Law.
You pay the return shipping on a change-of-mind return. We can help arrange a return label. Items sent back without requesting a return first will not be accepted.
CUSTOM AND MADE-TO-ORDER PRODUCTS
Custom-made and personalised products, including custom drawer systems and made-to-order cabinetry, are not eligible for change-of-mind returns, because they are made to the configuration you accepted.
This does not exclude or limit any right or remedy you have under the Australian Consumer Law. If a custom product is faulty, unsafe, does not match the agreed description, or is not fit for a purpose we agreed, contact us so we can assess the right remedy.
Custom drawer system orders are also covered by our Unwind DRS Custom Order Terms, which set out deposits, drawing approval, changes and cancellation. Your quote names the version that applies to you.
IF SOMETHING IS WRONG WITH YOUR ORDER
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Goods must be of acceptable quality, match their description, and be fit for any purpose we agreed with you. Services must be provided with due care and skill.
Contact us at info@unwinddesigns.com.au with your order number, a description of the problem, and photographs where they help. We will assess it and provide the remedy the law requires. Depending on how serious the problem is, that may be a repair, a replacement, a refund, or compensation for reasonably foreseeable loss.
You do not pay return freight on a faulty product. If an item needs to come back to us because there is something wrong with it, we cover the cost of getting it here, and we will tell you how before you send it.
Opening the packaging does not affect your rights when a product is faulty. You have to open the box to find the fault.
DAMAGED IN TRANSIT
Please inspect your order when it arrives and contact us as soon as you reasonably can if the item is damaged, defective or wrong, so we can evaluate the issue and make it right. Photographs of the packaging and the product, taken before assembly, help us deal with the carrier.
Telling us early helps, but it is not a deadline on your rights. Missing any timeframe on this page does not remove a right that cannot legally be excluded.
PRODUCTS MADE BY OTHER BRANDS
Some of what we sell is made by other manufacturers. Those products usually carry their own manufacturer warranty, which is in addition to your Australian Consumer Law rights, not instead of them. You are welcome to come to us first and we will help you sort it out.
NOT ELIGIBLE FOR A CHANGE-OF-MIND RETURN
The following cannot be returned simply because you have changed your mind:
- custom-made, personalised and made-to-order products;
- hazardous materials, flammable liquids and gases, such as batteries and certain adhesives;
- sale items; and
- gift cards.
Your Australian Consumer Law rights still apply to every one of these in exactly the same way they apply to anything else we sell. A discounted product is not a product with fewer rights. If you are unsure about a specific item, get in touch and we will talk it through. Exceptions apply case by case.
EXCHANGES
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will let you know once we have received and inspected your return, and whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days. Your bank or card issuer can take a little longer again to post it.
If more than 10 business days have passed since we approved your return and you have not seen it, contact us at info@unwinddesigns.com.au and we will chase it.
HOW TO START A RETURN
Email us at info@unwinddesigns.com.au with your order number and what you would like to do. Approved returns go to:
Unwind Designs Pty Ltd (C/O Karim)
Unit 1, 46 Export Drive
Brooklyn VIC 3012
Australia
WHO WE ARE
Unwind Designs Pty Ltd, ACN 687 668 168, ABN 33 687 668 168.
Unit 1, 46 Export Drive, Brooklyn VIC 3012, Australia.
Email info@unwinddesigns.com.au, phone 0417 362 209.
If you are not happy with how we have handled a problem, you can contact Consumer Affairs Victoria or the ACCC. We would much rather you called us first and gave us the chance to fix it.