Artiss Armchair Wingback Beige Andrew

Returns and refunds

Please be aware that Abode Haven does not accept change of mind return and refund requests for:

• Health and safety products
• Bulk purchases
• Products that have been opened

In other cases, we consider a change of mind request if it’s made within 14 days after the product has been delivered. Please make sure you notify us of any change of mind request within this timeframe. Failure to do so may result in the rejection of the request. ‍

Please be informed that the items returned to Abode Haven due to incorrect or incomplete delivery information will be treated as change of mind returns, including those returned to sender due to being unclaimed.

How do I submit a change of mind request to Abode Haven?

To submit a change of mind request, kindly follow these steps:

1. Submit a change of mind request through to sales@abodehaven.com.au with all your order details and the issue.
2. Provide images or videos displaying goods in their original packaging, including the reason for return.

Please do not dispose of faulty items, as we may ask for the return of those items to inspect them. Refunds will not be provided under such circumstances.

How do returns work after a change of mind request is accepted? 

‍After a change of mind request has been accepted, you’ll be provided with a return label, and we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee. If you have not been provided with a return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. 

‍In cases where the change of mind request happens before the item is received, but after it's been shipped, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refunds for RTS (Return to Sender) will be provided after the item reaches the Supplier’s warehouse.

Warranty 

1. This product come swith guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Abode Haven offers a 12-month warranty on this product which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
   1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
   2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
   3. if the fault or damage is due to:
      1. normal wear and tear
      2. damage arising from improper assembly or modification of the product;
      3. damage arising from abnormal use or abuse of the product;
      4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
      5. damage to external product packaging only.
3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
   1. send missing parts (if applicable);
   2. suggest a method of self-repair (if applicable).
   3. replace the product (subject to availability);
   4. offer an alternative product; or
   5. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

1. Warranty claims should be sent to us via email at: sales@abodehaven.com.au.
2. The following should be included in the message:
   1. order number;
   2. the quantity of each product and/or part missing, faulty or damaged; and
   3. an image or video (of acceptable quality) of the product that clearly shows:
      1. the fault or damage (if applicable)
      2. what part is missing (if applicable);
      3. the product in the original packaging (if applicable); and/or
      4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to you as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
7. Any delivery delay should be reported to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.