Returns and Refunds Policy
CHANGE OF MIND RETURNS
Once your order has been placed, it cannot be changed online. Should you wish to change it before despatch please open a dispute on your account summary to let us know. If it has not been processed we will happily change it. If it has been dispatched we will arrange a refund or exchange for you, as long as the products are returned:
- Unused, unopened, undamaged and in original condition and packaging
- In a saleable condition upon return
- Returned within 30 days of delivery
Unfortunately, postage charges for change of mind returns or gift exchanges will be at your expense. If a product arrives damaged or it is not what you ordered, we will pay for return postage.
Goods purchased while on sale or clearance are exempt from being returned unless faulty. If the fault was noted in the description of the sale or clearance item prior to purchase, a return will not be accepted.
REFUNDS FOR CHANGE OF MIND RETURNS (if applicable):
Once your return has been inspected and accepted, a refund will be processed within 5 working days to your credit card or original method of payment. You will be notified of the refund via email. Postage charges are not refundable.
POSTING CHANGE OF MIND RETURNS:
Returns that meet our return criteria should be mailed to:
Piptree Trading Pty Ltd, PO Box 4448, Eight Mile Plains, QLD 4113
CHANGE OF MIND RETURN SHIPPING COSTS:
You will be responsible for paying any shipping costs in relation to the return unless the item is being returned due to a fault or defect.
MISSING CHANGE OF MIND RETURNS:
We do not guarantee that we will receive your return. In the event that your returned parcel is lost in transit, a refund will not be issued unless documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted return postage service.
SALE ITEM RETURNS
Only regular priced items may be returned, items purchased while on sale or clearance cannot be returned unless they are faulty. Faulty sale items can not be returned where that fault was clearly identified by Piptree Trading Pty Ltd in the product description of the sale item, prior to your purchase.
FAULTY ITEM RETURNS
In the unlikely event that the product you have received is faulty or has been misrepresented, you will need to email us complete details about the issue you have identified and also attach photos showing the issue you describe within 14 days.
You must notify us of any product that is found to be faulty or not as advertised in writing within 14 days of having received the product. Claims for refunds made outside these time periods may be declined by us.
We will contact you upon receipt of your information and advise the next course of action, either an exchange of product or full refund including postage.
The returned item will be inspected and once it has been confirmed as faulty we will issue a suitable form of redress (repair, replacement or refund). If the fault presented is deemed to be a non-manufacturing fault (i.e. due to accidental damage, incorrect use or misuse) then we are unable to offer you a repair, replacement or a refund. In this instance, you will be responsible for postage charges to return the item to you.
It is at Piptree Trading’s sole discretion whether a replacement part, replacement product or refund will be offered to resolve the fault or misrepresentation.
PROVISION OF REFUNDS
After reviewing all of the information and photos provided and/or assessing the condition of the returned product and its packaging, and if your refund is approved, you will receive notification confirming that your claim has been accepted.
If a replacement part or replacement product is to be shipped, this will be done so as soon as possible after the claim has been accepted.
For any refunds, we endeavour to process them within 7 days of the claim being accepted via the same payment method used to purchase the product.
When a refund is approved, this will be for the total product cost and initial postage cost only.
We only exchange items if they are defective or damaged. If you need to exchange an item for the same item due to a fault or defect, please contact Piptree Trading Pty Ltd through the resolution centre on the account home page initiate the exchange.