Refund policy
Overview:
We are committed to your satisfaction and want to ensure a seamless purchasing experience. We kindly request that you take note of the following guidelines:
- We kindly request that you familiarise yourself with our refund, return, and repair policies, as well as your rights under Australian Consumer Law. This will enable you to fully understand our processes and make informed decisions when making a purchase.
- Once you receive your order, whether it be through home delivery or store collection, we would appreciate it if you could inspect the goods in a timely manner. This will allow you to check whether the products meet your expectations in terms of quality and description. Should you notice any issues or discrepancies, please do not hesitate to notify us immediately. Our team is dedicated to providing you with the necessary assistance and support to resolve any concerns.
- Prior to placing your order, please take a moment to thoroughly review the details and specifications of the products you have selected. If you have any questions or concerns, rest assured that our knowledgeable staff is available to provide you with the assistance and support you require.
Cancellation of Order:
We kindly ask you to carefully consider your choices when purchasing sale items. Please be aware that floor stock and sale items are non-refundable, and we strongly recommend inspecting them on the day of purchase to ensure you are satisfied with their quality and condition.
In the event that you need to cancel your order, please note the following terms:
- Order cancellations are classified into two primary categories: Change of Mind for online orders and Damaged Goods. Each category is subject to specific conditions and procedures.
- Manufacturing Commencement: If your order has already entered the manufacturing process at the time of cancellation, you may be required to pay a cancellation fee up to the entire purchase price, as determined at our discretion.
- Post-Delivery Cancellation: Please note that this condition applies solely in the event of significant damage to the product. If both parties agree to a cancellation after the goods have been delivered, a repackaging fee of $160.00 will be applicable. Additionally, all freight costs associated with the return of the goods will be your responsibility.
Custom-made orders cannot be canceled or modified once manufacturing begins, and payment obligations remain unchanged.
Change of Mind Return – Online Orders Only:
Remarkable Outdoor Living provides a 30-day change-of-mind policy for eligible purchases with Easy Return. During this specified timeframe, you may commence the return procedure to receive a complete refund in the form of store credit. However, once the 30-day period has elapsed, a cancellation fee of 20% will be imposed to account for the costs incurred.
Please note that certain items do not fall under our change-of-mind policy, including:
- Accessories, Firepits, Rugs, and Umbrellas
- Items labelled as "clearance" or those featuring discounts exceeding 40% off the recommended retail price (RRP)
- Floor stock and demo models
- Any ex-display items acquired from our showroom or warehouse sales
- Special orders and customised products
Cancellation Before Dispatch:
In the event that you need to cancel an online order before it is dispatched, please contact our Customer Service team at 1300 296 505 or send an email to online@remarkablefurniture.com.au immediately to receive a refund to your original payment method or refund in the form of a store credit voucher. It is important to note that if an item has already left our warehouse, our Dispatched Item policy will apply.
Post-Dispatch Returns:
Our commitment to customer satisfaction extends to a 30-day return policy for online orders, starting from the date of receipt. For such returns, a store credit voucher will be issued.
Terms & Conditions:
To qualify for a return and store credit, the following conditions must be met:
- The goods must be returned to us in an unopened and sealed condition, preserving their original packaging.
- All expenses related to the return of the goods are the responsibility of the purchaser.
- Upon receipt of the returned goods and a successful inspection, a store credit will be issued.
Presented below are images illustrating the criteria we use to define an item's unopened and sealed condition:
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Return Shipping Fee Shouldered by Remarkable Outdoor Living:
If Remarkable Outdoor Living shoulders the Return Shipping fee, the cost will be deducted from the total store credit that will be issued to you. The deducted amount will be equivalent to the return shipping fee paid by Remarkable Outdoor Living.
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Item Purchased with Free Shipping - Return Shipping Fee Shouldered by Remarkable:
Products acquired through free shipping will be eligible for a store credit strictly corresponding to the item's purchase price. Additionally, it should be noted that any return shipping expenses covered by Remarkable Outdoor Living will be subtracted from the overall store credit amount.
Damaged Goods:
In the event that you observe damage upon the receipt of your delivery, we kindly request your immediate attention to the following guidelines to ensure a swift resolution:
Prior to affixing your signature to acknowledge receipt, we kindly ask that you carefully inspect all items for possible damage. In the event that any products arrive with discernible and substantial damage either to the packaging or the product itself, please document the damage with photos or videos and immediately decline the delivery and send the photos or videos to us including the invoice number via email at online@remarkablefurniture.com.au. Should you decide to cancel your order, please note that a minimum cancellation fee of 20% of the total amount will be applicable. This fee is intended to cover any costs incurred up to the point of cancellation.
If the Damage has Taken Place at the Customer’s End:
In cases where damage is attributed to the customer's responsibility, Remarkable is prepared to facilitate repair, or replacement with refurbished goods, subject to the payment of an applicable fee.
If the Damage has Taken Place at Remarkable Outdoor Living’s End:
Kindly refer to the Manufacturer's Fault clause for appropriate guidance and resolution.
Others:
For other instances, please consult the Faulty Goods clause for the appropriate resolution.
Faulty Goods:
Missing Items:
Should a part appear missing from an item, please report the missing part along with a description (the part number on the manual). We will take immediate action to resolve the issue by arranging for a replacement to be dispatched to you as soon as possible.
As it is their responsibility, Remarkable will cover all costs associated with the return of items with missing parts or missing items received by customers.
Wrong Items:
In the event that you observe the incorrect item upon the receipt of your delivery, we kindly request your immediate attention to the following guidelines to ensure a swift resolution:
If you noticed that you received the wrong item upon delivery:
We kindly ask you to inspect all items carefully before accepting the delivery. If you find that you have received an incorrect item, please document the issue with photos or videos and then decline the delivery. Kindly email the evidence and the invoice number to online@remarkablefurniture.com.au for further assistance.
If you noticed that you received the wrong item after delivery:
Should you become aware of having received an incorrect item subsequent to the delivery, we kindly request you to promptly send us the relevant photos and videos via email to online@remarkablefurniture.com.au within 24 hours. Additionally, please provide a detailed description of the error to facilitate a swift resolution.
As it is their responsibility, Remarkable will cover all costs associated with the return of incorrect items received by customers. \
Damaged Goods:
In the event that you observe damage after the receipt of your delivery, we kindly request your immediate attention to the following guidelines to ensure a swift resolution:
If You Notice the Damage after Delivery:
If subsequent to delivery, you uncover any instances of damaged goods, we kindly request that you promptly initiate the reporting process. This entails providing a comprehensive description of the observed defect, along with accompanying photos or videos that effectively depict the issue. It is preferable that this notification is conveyed to us within a 24-hour window from the time of delivery and should be directed to online@remarkablefurniture.com.au.
Should the identified defect be determined to originate from a manufacturing fault, we are committed to facilitating a resolution. This resolution may entail either arranging for the repair of the damaged goods or facilitating replacement with refurbished goods. In the event that replacement is not available, a store credit voucher will be provided. To expedite this process, we kindly ask that you maintain the damaged items in their original, unused condition until further instructions are provided. Alternatively, you may elect to retain the goods and receive compensation for the diminished value resulting from the encountered issue. Please note that the fees associated with the return of the damaged item will be shouldered by Remarkable.
Additional Guidelines:
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Faulty Goods Return Period:
Faulty goods must be returned within seven (7) days from the date of collection. -
Difficult-to-Return Goods:
If the size, nature of the fault, or installation on our premises makes it challenging to return the goods, please contact us to arrange an inspection to assess the condition of the goods. -
Assessment and Repair Timeframe:
For damaged goods returned for repair will be assessed and/or repaired within a reasonable timeframe. While we may provide an indicative timeframe for repairs, please note that this time may vary due to factors beyond our control, such as the availability of repair materials and discrepancies in the fault description. -
Return Expenses and Fees:
For damaged goods, you are responsible for returning the damaged goods to us at your expense in the circumstances under which you have picked up the goods, or you are liable to pay for all fees concerning labour, assessment, and freight, such as where the goods are assessed to have been damaged by misuse or accident, or where Your rights under the Australian Consumer Law or any manufacturer's warranty are not applicable. We may provide an estimate of the fees to you; however, this may vary due to reasons beyond our control. -
Items Must be Returned in Unopened and Sealed Condition:
To ensure a successful return, keep the item unused and in its original condition with packaging, accessories, and manuals intact. We will notify you if your return does not meet our criteria. If you are uncertain about your item's condition, contact us before returning it. -
Replacement with Refurbished Goods:
In certain circumstances, goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired. Refurbished parts may also be used for repairing the goods. -
Minor Imperfections and Variations:
Choose from our range of sustainably sourced materials, including recycled teak and concrete tables, reflecting our commitment to offering eco-conscious choices to valued customers. As these items are crafted from natural materials and meticulously hand-finished, it is essential to recognise that minor imperfections and variations are inherent characteristics of these products and should not be considered grounds for a refund or replacement.
- Recycled Teak:
The teak utilised in the construction of our reclaimed pieces is sourced from various historical structures, such as colonial buildings, old railroads, and barns. As a result of its reclaimed nature, it is expected that these items may display some degree of cracking, splintering, and other imperfections. Additionally, you may notice the presence of nails, patches, and screw holes, with some fills eventually surfacing. It is precisely this rustic character that lends a distinctive charm to each reclaimed piece.
- Concrete:
Concrete, by its nature, is naturally porous, rendering it susceptible to staining. Even when treated with a base sealant, it is possible to observe minor cracks and crazing, which can arise from natural shrinkage and atmospheric conditions. Please rest assured that these imperfections have no bearing on the quality or lifespan of our concrete furniture.
CONSUMER GUARANTEES & YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW:
Consumer guarantees are non-excludable and apply in addition to any extended warranty purchased by you or any voluntary warranty (warranty against defects) given to you. However, there may be circumstances where you are not entitled to a remedy, such as in cases where you have misused or mistreated the goods in any way that caused the problem, we cannot accept a return.
If a defect in the goods appears within the first twelve (12) months, we will take the following actions:
- If the defect is minor, we will, at our discretion, either repair the goods or offer you a replacement.
- If the defect is major, you are entitled to the following options:
a. Keep the goods and receive compensation for the decrease in value caused by the problem.
b. Reject the goods and receive an identical replacement or a replacement of similar value if one is reasonably available.
c. Reject the goods and receive a refund of the purchase price, excluding delivery and assembly costs.
To submit a claim for a defective product, you must contact the shop where you purchased the goods and send a notice via email including your name, address, telephone number, details of the goods purchased, and details of the defect claimed. You must stop using the goods immediately after the defect appears and notify us within seven (7) days of the defect appearing. Please note that any costs associated with the return will be your responsibility.
Warranty Policy:
The warranty covers the replacement or repair of any product that is assessed to have a manufacturing or material defect. Exclusions apply, see below.
Our guarantees only cover furniture and garden structures for structural damage.
The Warranty covers the repair or replacement of impacted pieces of a setting only.
Please provide proof of purchase – Remarkable will be able to identify your records in our system so we will only require a few details in order to look up your purchase.
Exclusions To Warranty:
Save and except as required by law no warranty is given where We are not the manufacturer of Goods other than the warranty offered by the manufacturer and to the fullest extent legally permissible our liability shall in all cases be strictly limited in accordance with clauses 2 and 3 of these terms. This clause or anything in this agreement is not intended to exclude or limit any rights that You may have under the Competition and Consumer Act 2010 (Cth) (“Australian Consumer Law”).
- Damage caused by natural disasters, such as floods, earthquakes, floods and hurricanes.
- Damage caused by pests or insects.
- Damage caused by exposure to harsh chemicals or substances.
- Damage caused by unauthorized repairs or modifications to the product.
- Damage caused by improper installation or assembly of the product.
- Damage caused by exposure to excessive humidity or moisture.
- Damage caused by failure to follow safety instructions or warnings provided with the product.
- Damage caused by acts of vandalism or intentional damage.
- Damage caused by transportation or shipping, unless the product was shipped directly by Remarkable and the damage occurred during shipping.
- For plastic: scratches due to use
- For wicker: scratches due to use
- For rope: scratches due to use
- For aluminum: scratches due to use
- For concrete: influences due to the properties of natural materials, such as hair cracking
- For wood: influences due to the properties of natural materials, such as small cracking, tearing, and discoloring
- For steel: rust formation from the inside due to, among others, condensation
- For fabric: less than 3mm shrinkage per linear meter, incorrect washing, slight discoloration, wear due to usage, and reduced carrying capacity and thickness of the filling over time.
Amendments to Terms and Conditions:
Remarkable Outdoor Living reserves the right to change these terms and conditions without prior notice.
Our return policy at Remarkable Outdoor Living aims to ensure your satisfaction with every purchase. If you are not entirely pleased with your order, please contact us within the specified return period for assistance. For more information, you may email us at online@remarkablefurniture.com.au or call us at 1300 296 505. We are committed to providing exceptional customer service and resolving any issues you may have promptly and efficiently. Thank you for choosing Remarkable!