This Refund Policy ("Policy") applies to the following purchases: purchases through www.rivercityhouseandhome.com.au
1. General
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(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").
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(b) Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
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(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
2. Australian Consumer Law
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(a) Under the Australian Consumer Law:
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(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
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(A) to cancel your service contract with us; and
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(B) to a refund for the unused portion, or to compensation for its reduced value.
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(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
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(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
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(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
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(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
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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
(a) 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 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) must be unopened, unused, unassembled, undamaged, in its original packaging and in a resalable condition.
The store credit will be less the total postage costs associated with the order, and will remain valid for one year from the date of issue.
To request a change of mind, please send an email to support@rivercityhouseandhome.com.au with your name, order number, and include pictures and/or a video showing the condition of the product received and an explanation for why you would like to return product and if the item is eligible for return.
Please do not return the product to us without our prior consultation.
Once a change of mind return has been accepted by the Rivercity House and Home Co Support Team, we prefer that returns due to change of mind are done so at the customers courier arrangement.
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(i) If a return label is provided to you, we will issue a store credit for the total order amount MINUS the total postage costs to and 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 issue a store credit for the total order amount MINUS the initial shipping costs to your address.
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(iii) All items that are returned 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.
- (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. In this case, you will need to reject the delivery.
Change of mind cancellations and refunds are subject only to approval by our customer support team and are not definite until you hear back from us.
Mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns.
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
(a) 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:
1. (i) You misused the said product in a way which caused the problem.
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(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.
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(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.
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(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 can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. 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 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 organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
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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
(a) We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.
8. How to Return Products
(a) You can contact us at the end of this Policy to discuss a return using the information.
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(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
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(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.
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(d) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
9. Contact Us
(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: support@rivercityhouseandhome.com.au.
10. Warranty
Shop with www.rivercityhouseandhome.com.au and enjoy full peace of mind with a 12 month warranty on all standard furniture products, or a 3 month warranty on electrical 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.
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.
11. Warranty Claim Instructions
All Claims need to be sent to us via email. 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.
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.
Exceptions / 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 sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (With the exception of change of mind returns, which will be issued a store credit). Please remember it can take some time for your bank or credit card company to process and post the refund too.
