REFUND POLICY
REFUNDS & EXCHANGES:
Please select and purchase your products carefully as we do not offer a refund for change of mind due to the personalised and bespoke nature of our products.
Please also be sure to double check all personalised information entered with your order including spelling, as we cannot refund or replace due to a customer error.
Unfortunately, due to change of mind, we cannot cancel, refund or credit any personalised orders that have already been processed and placed into production. Please contact us immediately, and if your order has not yet been processed, we may be able to cancel and refund or offer you a store credit. Please get in touch with us as soon as you can for your best chance for cancellation.
Upon receiving your order, if there is a problem with your order or there has been an error made from our end, please get in touch as soon as you are aware of the issue, so we can assist as soon as we can.
We are unable to refund or exchange items that are deemed faulty due to misuse or due to reason not related to the manufacture of the item.
We usually don't provide a refund if an item has been damaged in transit, however we are happy to investigate this on a case by case basis. We will certainly investigate the issue and replace your products as possible, or we may issues a store credit to the same purchased value.
Unfortunately, we cannot accept returns on any sale items or gift cards.
We also do not offer refunds or exchanges on timber variations, screen colour variations or any other material characteristic that is out of our control.
All approved returns and exchanges must be shipped back to Colour and Spice at the buyer's cost unless agreed otherwise. We do not refund any additional shipping costs of the item, or the cost of the return to us.
Please note that returns will need to be sent to the following address: Colour and Spice, PO Box 1222, Craigieburn VIC 3064.
Please always get in touch with us in regards to any issues via info@colourandspice.net.au so we can help solve the problem. Please also email photographic evidence to assist where possible.
MISSING/DAMAGED ORDERS:
We securely pack all orders for transit, however once they are passed over to Australia Post or couriers, we have no control as to how they are handled.
In the unlikely event that your order has arrived damaged, please contact us as soon as possible and within 5 business days of receiving your order. Please provide you order number, photographs of the damaged product/s and packaging, and descriptions of the damage as you have received them.
We will investigate each case to determine whether an item can be returned and replaced or repaired on the basis of damage. If you haven’t sent us an email notification and photographs and details as requested, within the specified time period above after receiving your order, we can refuse a replacement or refund.
Should you receive your order damaged or if you believe it is missing (eg: it's taken too long to arrive), please contact us with the details above if applicable, and also lodge an enquiry with Australia Post or the relevant courier.
Australia Post will need to investigate any stolen/missing items. Please ensure you lodge a request via their website to to advise them and please also let us know as we also may be able to assist.
ORDER ERROR:
Upon receiving your order, if there is a problem with your order, or there has been an error made from our end, please get in touch as soon as you are aware of the issue via info@colourandspice.net.au along with photos and your order number, so we can assist as soon as we can.