Refunds & Returns Policy - Abode Haven - Abode Haven

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Refunds & Returns Policy

Free Returns

We know buying off the internet can be daunting, so we wanted to help you out as much as we can.

If a product is marked as “Free Returns”, this means you have a period to try the product out and if it’s not for you, then send it back and receive a full refund.

Better yet, we will cover all the return shipping costs so you know there’s absolutely zero cost to you. 

Trial periods for each eligible brand are listed below and will be display on the product page:

BSR Products (Flaming Coals, SNS Grills, Outdoor Central): 60 Day Free Returns Trial

Novasolo: 30 Day Free Returns Trial 

Canvas+Sasson: 14 Day Free Returns Trial

Calibre Furniture: 2 Day Free Returns Trial 

Simply send us an email at sales@abodehaven.com.au or call us on 02 7259 3753 and we’ll arrange for it to be picked up. 

Once the goods have been accepted, your refund will appear in 5-10 business days. 

To quality for a full refund, all product(s) must meet the following conditions to be accepted:

  • In brand new, re-sellable condition.
  • Returned in their original packaging (both internal & external)
  • Returned in unmarked and unused condition
  • Unassembled or in the exact state of assembly as originally delivered
  • Including all accessories and parts
  • Original receipts and invoice

If the returned product does not meet the above requirements, Abode Haven reserves the right to charge a restocking fee and withhold 50% or less of the product price paid by the buyer including delivery charges.

A full refund will only be processed once the product(s) have been received and inspected by our warehouse team and meets the above requirements. 

The below types of products are excluded from all change of mind returns:

  • Marble and reclaimed timber items
  • Made to order/custom products
  • Products which have been partially assembled or assembled in full
  • Items ordered under a bulk order
  • Clearance, Floor Stock/Ex-Display and/or sample products
  • Any sale items 

After the trial period has ended, no change of mind returns will be given.

Other Change Of Mind Returns

14 Day Returns

If your item isn’t marked with “Free Returns” this policy may apply. 

At Abode Haven, we want you to have the best possible experience. That's why if you don't like the item/s you have purchased, you can return it within 14 days from when you received the item/s. 

If you wish to return your item/s, you, as the customer, are responsible for any shipping costs throughout any returns and exchange processes regardless of any free, discounted or any other promotion applied at the time of your order.

You must lodge a return request via the contact us page or email sales@abodehaven.com.au with your name and order number and our customer care team will arrange the return for you.

The item/s must be the same condition as you received them and in the original packaging. You must also have not used, assembled, damaged, washed or laundered any of the items. Some of our warehouses also charge restocking fees.

If a return is approved, a refund will be credited to the original credit or debit card used for payment with the shipping costs (both the outbound and inbound shipping costs) as well as a 5% administration fee being deducted from the amount. 

If store credit is accepted over a full refund, the 5% administration fee and some shipping costs may be waived. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return.

Qualification of "Change of mind" Return

Products which are ineligible for our 14-day return policy include:

  • Products which are "made to order" 
  • Mattresses, pillows and sofa covers
  • Any form of clearance stock
  • All lighting
  • Products listed as  "This item is NOT covered by our 14 day change of mind return" on their product page
  • Personalised Items
  • Products deemed for office, commercial, hospitality or non-domestic use
  • Wholesale: No partial case pack returns will be accepted. Product must be returned in the original shipping pack with all individual items unopened
  • Please note that we will also not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

Within 10 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with either a store credit voucher via email or refund (may take longer than 10 business days) in an amount equal to the price you paid for the product, less the cost to ship the product to you, the return shipping back to the warehouse and the administration fee.

Store credit voucher codes will be valid for one (1) year from the date of issue.

No Change of Mind Returns

If the product is marked with “This item is NOT covered by our 14 day change of mind return” then this means there are no change of mind returns available. 

Your rights under the Australian Consumer Law

The Australian Consumer Law (ACL) is the national law for fair trading and consumer protection. You have rights as a consumer under the ACL in relation to our goods that we cannot exclude. This includes consumer guarantees that our goods will:

  • be of acceptable quality and not be faulty or unsafe;
  • match their description; and
  • be fit for their intended purpose.

Nothing in these Terms is intended to limit or exclude your rights as a consumer under the ACL.

You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Cancellations & Refunds

At Abode Haven we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to sales@abodehaven.com or call us at (02) 7259 3753.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (02) 7259 3753, the chat in the bottom right, or email sales@abodehaven.com any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order

These units are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Abode Haven control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Abode Haven, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Abode Haven within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange unless otherwise stated. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur unless otherwise stated. 
  • I understand that if my order has left the warehouse, that I am unable to receive a full refund unless otherwise stated. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20% unless otherwise stated. 
  • I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Abode Haven.
  • I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Abode Haven (such as manufacturing and logistical constraints of our partner companies).

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to sales@abodehaven.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Abode Haven default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page. 

Nearly all of our products have guarantee warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or a store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@abodehaven.com.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact sales@abodehaven.com for any questions.

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