Refunds and Returns
CHANGE OR CANCELLATION OF ORDER
If you want to change or cancel an order, please contact us by telephone on (02) 7259 3753. This is the only way we can guarantee that an order will be canceled before the item is shipped. If your order has not yet been shipped, it may be canceled free of charge. If your order has been shipped, you are obliged to pay the full shipping costs incurred by Abode Haven and not just those which the customer paid. We request that items be returned in their original packaging, alternatively in corresponding secure packaging. The customer is responsible for disposal of packaging and pallets after receipt of furniture.
Abode Haven may cancel an order if it is not possible to deliver the ordered item(s). You will be notified if such a situation should arise, and any payment or reservation of an amount charged to a means of payment will be canceled and refunded. Abode Haven may cancel your order due to typographic errors, technical problems, delivery failure or similar situations.
Change of mind policy
You have 7 days’ right of withdrawal when shopping Cane-Line products with us.
The change of mind period expires 7 days after the day on which you:
- have received your item(s)
- have taken physical possession of the last item when this concerns an agreement for multiple items, ordered as one single order, and delivered individually
- have taken physical possession of the last lot, or the last part of the consignment, if this concerns an agreement on delivery of an item consisting of several lots or parts.
You must notify us via email at sales@abodehaven.com.au within 7 days of receipt that you wish to withdraw from your purchase.
You cannot exercise a right of withdrawal by refusing to take delivery of the item without having given us clear notification thereof.
RETURN OF ITEM(S) WHEN EXERCISING THE 7 DAYS’ RIGHT OF WITHDRAWAL
You must return your ordered item(s) to us without undue delay and no later than 7 days after you have informed us that you wish to withdraw from your purchase. You must pay the direct costs connected with returning the item(s).
When returning ordered items, you are responsible for ensuring that they are packed securely in their original packaging.
You bear the risk of the item(s) from the time of delivery thereof.
Covers, rugs and pillows can be returned by normal post. All other items must be returned by courier or regular carrier.
Abode Haven is happy to help you with the booking and collection of returns.
REFUND OF PURCHASE AMOUNT
If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (except for any additional costs resulting from your own choice of another delivery type than the cheapest form of standard delivery which we offer), without undue delay and in any circumstance no later than 14 days from the date on which we have been notified of your decision to withdraw from this agreement. We will make a refund using the same means of payment that you used for the original transaction.
If you withdraw from the purchase, please return the item(s) to:
Cane-line Australia
235 Bridge Road
Richmond VIC 3121
Australia
The paid amount will be credited to your account on receipt, approval, and acceptance of items at our showroom in Richmond, Victoria. If Cane-line books and handles the collection of items, the amount will be deducted from the refund for returns.
Any deterioration in value for which you are liable will be deducted from the purchase amount.
We will check the item(s) upon reception, and you will receive a refund of the purchase amount within 14 days.
NOTE:
You may lose your purchase amount, in full or in part. This happens if the value of the item has deteriorated because:
- you have taken the item into use,
- it has been damaged while you were responsible for it,
- you have handled the item in another manner than necessary for you to be able to ascertain the nature and properties of the product and its mode of functioning.
COMPLAINT – IF THERE IS SOMETHING WRONG WITH THE ITEM
Your purchase is covered by the Australian Consumer Law including the rules of defects. This means that you can have a defective item repaired or replaced, receive a refund or a price reduction, depending on the situation in question. Your statutory right to complain is valid for 24 months.
It is, of course, a requirement that the complaint is justified and that the defect has not occurred because of improper use of the product or other behaviour that has damaged the product.
YOU MUST CONTACT US WITHIN A ‘REASONABLE TIME’
You must complain within a ‘reasonable time’ after you have discovered the defect in the item. We recommend that you complain as quickly as possible and within two months from when the defect was ascertained.
IN CASE OF A LEGITIMATE COMPLAINT, WE WILL REFUND REASONABLE FREIGHT COSTS
If your complaint is legitimate, we will of course refund your reasonable freight costs for returning the item to us. Otherwise, you must yourself bear all transport costs, including our freight costs, for return of the item after we have examined it.
Remember that the item must always be sent in proper packaging and remember to get a dispatch receipt. You are responsible for the package/items until our receipt thereof. You should therefore save the receipt, including information about freight costs and any tracking number.
When you return the item, please specify the problem in as much detail as possible.
DAMAGED ITEMS ON RECEIPT
You must inspect your products when you take delivery, and you will be required to note any damage on the delivery documentation which is presented to you for signing upon delivery.
Please contact us within 48 hours of delivery by emailing us at sales@abodehaven.com.au, and we will arrange for collection and replacement.
Upon our receipt of the product, you will receive an email confirming that we have received the returned item and what the further complaint process will be.
If Cane-Line cannot find any defects in the returned products, these will be returned to you again for your account.
It is, of course, a requirement that the complaint is justified and that the defect has not occurred because of improper use of the product or other behaviour that has damaged the product.
MISSING ITEMS
On delivery: If an item is missing in your delivered consignment, please let us know within two working days from receipt of the delivery. Abode Haven cannot be held liable for missing items if you have requested delivery without a receipt being required. If items are missing, this must be entered on the consignment note. Subsequent delivery of missing items will be made as soon as possible.
EXCLUSION OF LIABILITY
Unless otherwise expressly stated in these terms, our liability for damages for any product purchased on our website will be strictly limited to the purchase price of the product in question.
Regardless of the above, our liability for damages cannot be derogated from in the event of:
- death or personal injury caused by our negligence
- fraud or fraudulent deception
- unlawful exclusion or limitation of our liability for damages or attempts at such exclusion or limitation.
Exclusions of liability are governed by and interpreted in accordance with Australian law.
