Solana White Paper Rope Pendant

This policy is in accordance with the Australian Consumer Law (ACL), specifically the Victorian consumer law guarantees.

1. Cancellations

• Change of Mind: Order cancellations due to change of mind, including reasons related to delivery expectations, unexpected stock delays, and other circumstances beyond our control, will be offered as a store credit only. This store credit has no expiry date.
• Processing Stage: Once an order reaches the dispatch processing stage, cancellations or changes are possible only if we agree to them. Please lodge cancellation requests as soon as possible after ordering.
• Shipped Orders: Orders cannot be canceled once the products have been shipped.
• Made-to-Order Products: Products described as "made to order" cannot be canceled under any circumstances.
• Express Shipping: No cancellations or changes are permitted for Express Shipping items.

2. Returns

• Change of Mind: If you change your mind about a product, you may return it to us within 30 days of the date you received it for a store credit. This does not affect your rights under the Australian Consumer Law for faulty products (see Section 3 below).
• Return Shipping Costs: You are responsible for all shipping costs associated with a change-of-mind return, including the initial shipping to you and the return shipping to us. This applies even if free or discounted shipping was applied to your original order.
• Return Process:
  • Lodge a return request by contacting us at sales@greenearth.net.au with your name and order number.
  • Our Customer Care team will provide you with return instructions.
• Product Condition: Returned products must be in "as-new" condition, unused, unassembled, undamaged, and in their original packaging.
• Non-Returnable Items: The following items cannot be returned for change of mind:
  • Products described as "made to order"
  • LED Strip lighting, LED Strip Lighting Kits, LED Strip Lighting Aluminium profile
  • Clearance items
  • Gift Cards
  • Items for commercial or non-domestic use
• Store Credit: Within 5 business days of receiving your return in "as-new" condition, we will issue you a store credit voucher via email. The voucher amount will equal the product price minus the original shipping cost to you and the return shipping cost incurred by us.
  • Store Credit Validity: Store credit vouchers are valid for one year from the date of issue.
  • No In-Person Returns: We do not accept returns delivered in person to our depots, offices, or warehouse facilities.

3. Your Rights Under the Australian Consumer Law

• Consumer Guarantees: The ACL provides consumer guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.  
  
  
• Acceptable Quality: Goods are of acceptable quality if they are fit for purpose, acceptable in appearance and finish, free from defects, safe, and durable.   
  
  
• Major Failure: A major failure occurs when the goods are significantly different from their description, unfit for their intended purpose, unsafe, or have a problem that cannot be easily fixed within a reasonable time.

4. Faulty or Damaged Goods

• Damaged in Transit: If a product arrives with significant damage to the packaging or the product itself, please:
  • Take photos or videos of the damage.
  • Refuse the delivery.
  • Contact us immediately.
• Faults and Defects: If you discover missing parts, faults, defects, or manufacturing damage after receiving the product:
  • Take photos or videos clearly showing the problem.
  • Contact us as soon as possible, ideally within 3 days of receiving the delivery.

5. Wrong Product Delivered

If we accidentally ship you the wrong product, please let us know within 3 days of receiving your delivery. We will send you the correct product and arrange for the incorrect product's pickup and return at no cost to you.

6. Exchanges

We do not offer product exchanges. You can return your item(s) according to our Returns Policy and place a new order for the desired product(s).

7. Warranties

• Green Earth Warranties: We may offer warranties against defects for specific products and durations. These warranties are clearly stated on our website's product descriptions.
• Manufacturer Warranties: Some products may have separate manufacturer warranties. You can contact the manufacturer directly or contact us for assistance.

8. Disclaimer and Limitation of Liability

Except for your rights under the ACL or any express warranties we provide, we exclude all implied terms and warranties. We are not liable for any indirect or consequential losses arising from these Terms, except as required by law. Our liability is limited to the total purchase price of the products, except for losses caused by our acts or omissions.

9. Our Rights

We reserve the right to refuse a return if we cannot reasonably establish that you purchased the product from us or if we are not responsible for the damage.

10. Other Policies

• Refusal of Service: We reserve the right to refuse service to any customer who engages in unprofessional, inappropriate, bullying, or abusive conduct.
• Website Terms: Our Website Terms contain further information on trademarks, copyright, and other terms related to website use.
• Privacy Policy: Our Privacy Policy outlines our practices regarding collecting, using, and disclosing your information.
• Force Majeure: We are not responsible for delays or failures caused by circumstances outside our reasonable control.
• Applicable Law: These Terms are governed by Victorian law and subject to the non-exclusive jurisdiction of Victorian courts.
• Severability: If any provision of these Terms is invalid, the remaining provisions remain in full force and effect.

Need Help?

If you have any questions or concerns, please contact us at sales@greenearth.net.au.