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(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
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(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
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(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
3. Cancellation and Change of Mind
In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund, store credit or exchange, provided that:
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(i) You notify us within 7 days of receipt.
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(ii) In the case of services, the services have not already been performed.
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(iii) The following conditions are satisfied:
For any change of mind return, the product(s) and packaging must be unopened, unused, unassembled, undamaged, in its original packaging and in a resalable condition.
You may opt for a refund, store credit or exchange. The amount will be less the total postage costs associated with the order. Even if you have selected free delivery, discounted delivery or another shipping promotion there are still shipping costs incurred by Rivercity House and Home Co to deliver the order to your address in the first place.
If you opt for a refund, all refunds will be made back to the original payment method only, no exceptions.
How to request a change of mind return:
- Contact our customer service team on support@rivercityhouseandhome.com.au within 7 days of receiving the goods or services. Please include your full name, order number and advise your reason for return.
- Please include images of the boxes showing the products are eligible for return being unused, undamaged, unopened and ready for shipment.
- Advise us if you plan on arranging your own return, or if you would like a quote from our carrier.
- Advise us of your preferred refund method (Refund back to original payment method, store credit, or product exchange) Please NEVER include personal credit card information in your communications with us.
- Our team will process the return and will advise instructions for the return once approved. The usual turnaround time is around 5 business days.
- Please do not return the product to us without our prior consultation as we operate various warehouses in Australia. The office address on our website does not accept returns, we will provide the warehouse address for the return once approved.
Change of mind shipping costs
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(i) If a return label is provided to you, we will refund the total order amount MINUS the total postage costs incurred to deliver to, and collect from your address.
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(ii) If a return label is NOT provided to you, and you arrange your own return shipping, we will refund the total order amount MINUS the initial postage costs incurred to deliver to your address.
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(iii) All items that are returned to us due to incorrect or incomplete delivery information will be treated as a change of mind return including items returned to sender due to being unclaimed. In this instance, the total postage costs incurred will be deducted and we will refund the balance to the original payment method.
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(iv) If you wish to cancel once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you and you will need to contact our support team to arrange a change of mind return.
- (v) If you wish to change your address once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you.
Change of mind returns, cancellations and refunds are subject only to approval by our customer support team and are not definite until you hear back from us.
Items excluded from our change of mind policy
Mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods, and custom products such as custom made products, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item. We do not accept returns on gift cards.
4. Products Damaged During Delivery
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(a) In the event that the product you ordered has been damaged during delivery:
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(i) Please contact us immediately.
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(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
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(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receiving the product.
5. Exceptions
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, refund or store credit for a product or service purchased by you if:
- (i) You misused the said product in a way which caused the problem.
- (ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.
- (iii) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
- (iv) Any other exceptions that apply under the Australian Consumer Law.
6. Shipping Costs for Returns
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(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us (If suitable), as well as any cost of shipping any replacement product to you.
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(b) If the Returned Product is a change of mind and can easily be shipped or returned, we prefer that the return is made at the customers arrangement. Please refer to section 3 for more information. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will arrange the return, or, reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
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(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under
the Australian Consumer Law), then we will either organise for the postage, shipping, transportation or collection of the Returned Product at our cost, or in some exceptional circumstances, allow you to dispose of the item.
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(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
7. Response Time
We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.
8. Warranty Information & Claim Instructions
Shop with
www.rivercityhouseandhome.com.au and enjoy full peace of mind with a 12 month warranty on all standard furniture products unless stated otherwise. The warranty conditions are another benefit of shopping with River City House & Home Co.
Some products come with an extended warranty, and in these instances, please check the wording of the description to confirm prior.
Please send us a detailed description with supporting evidence. We will need you to provide clear images and a short video clip showing the fault so that we can proceed with the warranty claim.
In the rare event you may be missing a part, please circle the missing part on the instruction booklet and send us a photo of that so we know exactly what to send to you. In some instances, we may send a new box that contains the part.
Our customer service team will assess and then contact you to proceed with the return, refund, repair or replacement process. We ask that you do not return the item without our authorisation.
Warranty Claim Instructions
All Claims need to be sent to us via email at support@rivercityhouseandhome.com.au. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:
- Order Number
- Name & address of customer
- Detailed information about the fault
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in original packaging (if applicable)
Note: All images and videos must be attached to the emails at an appropriate size.
Our dedicated customer support team will assess and troubleshoot to help you resolve the problem. The final decision will be made by Rivercity House & Home Co to repair, replace or refund the product per the ACCC guidelines.
Once our customer support team approves the refund, it generally takes up to five working days to process, and you'll hear from Rivercity House & Home Co once we process the refund. With this in mind, please allow an additional five business days for your financial institution to handle and process the refund. For refund requests, please be aware that all reimbursements will exclusively be issued to the original payment method without any exceptions.
Please note, we will not refund, repair or replace items if our products are misused, mishandled or installed incorrectly. Customers are responsible for following the directions / instructions and advice provided by the product manufacturers.
9. Non-returnable items
Mattresses, pillows, and bedding products are unable to be returned once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, also we cannot accept returns on gift cards.
