AS one of our business value is to provide exceptional service and experience for our clients. We would like our clients to take few moment to get familiar with our policies, just so we can have your experience with us as smooth as it can be.
Return and Refund Policy
Returns
Raffinata products have a 14-day return policy, which means you have 14 days from receiving your item to request a return. During this specified timeframe, you may commence the return procedure to receive a complete refund in the form of store credit for future purchase. However, once the 14-day period has elapsed, a cancellation fee of 25% will be imposed to account for the costs incurred.
To be eligible for a return, your item must be in the same condition that you received it, and in its preserving its original packaging, unopened and sealed. You’ll also need to provide the receipt or proof of purchase.
To start a return, you can contact us at sales@abodehaven.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@abodehaven.com.au.
Change of Mind
Abode Haven understand that sometimes something isn't quite as you imagined it would be or you simply have changed your mind. We are happy for you to return any Raffinata items within 14 days from receipt. The product must be clearly unused and in its original packaging. A 25% restocking fee will apply to the return and the buyer will be responsible for the shipping costs.
Damages and Faulty
Damage during transportation
Please report to the driver and our store immediately for any damage to the goods during delivery. Our customer service team will follow up on the incident.
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. Should you decide to cancel your order, please note that a minimum cancellation fee of 25% of the total amount will be applicable. This fee is intended to cover any costs incurred up to the point of cancellation.
Faulty goods manufacturing
Faulty goods must be returned within seven (7) days from the date of receipt or collection.
We have worked with our manufactures to make sure productions are thoroughly inspected during and post-production. Quality control is in place to ensure goods are ex-factory in good condition. However, if there is default that believed not causing by its nature upon receipt, please contact us within 24 hours providing photos or videos and detail of the issues email to sales@abodehaven.com.au. Our friendly staff would be with further assistance.
Please be aware that some natural materials like marble and wood might come with minor imperfections as its nature or hand made processing.
Damage by clients
If goods are damaged at the end of clients, replacement could be applicable with fees apply. Please check with our friendly staff for availability.
If goods damaged after collection by clients either by accident or misuse, you would to return the goods in your cost and for any fees that may applied for replacement.
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.
Missing Items or Incorrect Items
Abode Haven understands that sometimes unexpected issues may arise. If you receive a product with a missing part or an incorrect item, please contact us directly with clear descriptions and item number on manual if possible. We will take action to facilitate a solution as soon as possible. Delivery times for incorrectly shipped items may be varied subject to stock availability.
If any wrong items been delivered, please contact us within 24 hours providing photos or videos and detail of the issues email to sales@abodehaven.com.au. Our friendly staff would be with further assistance.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, clearance, floor stock or gift cards.
Refunds
We will notify you once we’ve received and inspected your item, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
