Exchange and Returns Policy
The acceptance and return of goods must meet the below criteria. Melb. Design. Co is not obliged to accept the return of goods if the buyer does not comply with the below criteria. We do not refund or exchange for change of mind.
If any item(s) are damaged or faulty, or you have received an incorrect item:
- Melb. Design. Co must be informed in writing within 3 days or receipt of the goods by the buyer via email at firstname.lastname@example.org; and
- Please make sure you include your order number, name, phone, email address, the reason, as well as any photos to describe your concern in the written request.
Once we have your details, along with photos of your concerns, this request will be evaluated. If product is to be returned for replacement or repair, product must be placed in original or suitable packaging and return courier labels affixed - (can be supplied by Melb. Design. Co. if required).
If approved any exchange or replacement of the Product will be sent to your address on the original order (if you wish this to be a different address, please inform us at the time of submitting). This can take up to 15 business days, depending on your location.
Melb. Design. Co is not obliged to accept return of goods in circumstances including the following:
- Change of mind by the buyer;
- If the Product has been changed or altered in any way;
- For damage incurred after delivery of the Product; and
- If written notification is not provided to Melb. Design. Co within timeframe noted above
Faulty or Damaged Item?
As soon as your item arrives it is your responsibility to open your package and check for any damage in case the journey has been bumpy. Any damage needs to be reported within 3 days of receipt.
We also ask that you keep all packaging in case you need to make a return - we cannot accept a return without the original packaging.
You will be entitled to a repair or replacement for a minor problem and replacement or refund for a major problem.
For a minor problem, you are entitled to a repair or replacement.
For a major problem, you are entitled to a refund.
If transit damage occurs via a Melb Design Co nominated carrier and freight has been billed/charged to the client by Melb Design Co, we will work on the customer’s behalf to resolve the issue with the carrier. For items collected by the customer or customers nominated carrier, the customer will need to take necessary steps to resolve the issue with their carrier.
Please be advised we are not responsible for products damaged in
transit by the customer’s nominated carrier whether that be an individual
or a transport company.
When you organise your own collection you are responsible for insuring
the products against loss or damage during transit.