Refund and Returns Policy

SECTION 1 – QUALITY ASSURANCE & CRAFTSMANSHIP WARRANTY

  • Artisan Guarantee: Each soapstone sculpture is handcrafted by experienced artisans and undergoes a 3-point quality inspection (material integrity, finish, and structural stability) before shipment.
  • Defect Coverage: We warrant that all products are free from manufacturing defects for 30 days from the date of purchase. This includes cracks, chipping, or uneven finishing due to craftsmanship errors.

SECTION 2 – RETURN ELIGIBILITY EXPANDED

  • Extended Timeframe for Australian Buyers: Under Australian Consumer Law (ACL), you have the right to return goods within a reasonable period if they are faulty, not fit for purpose, or do not match descriptions. Our voluntary 14-day return policy is in addition to these Legal rights (statutory rights).
  • Eligible Scenarios:
    • Faulty Products: Includes chips, cracks, or discoloration not caused by customer handling.
    • Incorrect Item Shipped: If you receive a different sculpture than ordered.
    • Change of Mind: Domestic customers may return unused items within 14 days; international returns are subject to shipping feasibility.
  • Non-Eligible Cases:
    • Normal wear and tear from use.
    • Damage caused by improper care (e.g., exposure to extreme temperatures).
    • Items altered or repaired by third parties.

SECTION 3 – STEP-BY-STEP RETURN PROCEDURE

  1. Notification: Contact our Customer Support within 14 days of delivery via enquiries@galrefep.com or phone (0451-961-630) to report the issue and request a Return Authorization (RA) number.
  2. Documentation: Provide order number, photos of the item (if defective), and reason for return.
  3. Shipping Instructions:
    • Domestic Returns: We will provide a prepaid return label for faulty items; for change-of-mind returns, use a tracked service at your cost.
    • International Returns: Customers are responsible for return shipping costs and import duties (if applicable). We recommend using a tracked, insured service.
  4. Inspection & Processing: Upon receipt, our team inspects the item within 3 business days. Approved refunds are issued within 5 business days.

SECTION 4 – REFUND GUARANTEE & TRANSPARENCY

  • Timeliness Commitment:
    • For domestic orders: Refunds are processed within 5 business days of item approval.
    • For international orders: Allow 7–10 business days due to payment processing delays.
  • Refund Methods:
    • Original payment method: Credit card refunds may take 2–10 business days to appear, depending on your bank.
    • Store credit: Instantly applied to your account for future purchases (valid for 12 months).
  • Price Protection: If the price of your purchased item drops within 7 days of your order, we will refund the price difference upon request.

SECTION 5 – EXCHANGES & REPLACEMENTS

  • Like-for-Like Exchanges: Request an exchange for the same sculpture if it arrives damaged; we cover shipping costs for domestic orders.
  • Style/Design Exchanges: If available, swap your sculpture for a different design within 14 days (shipping fees apply for buyer-initiated changes).
  • Custom Orders: Custom sculptures are non-returnable unless defective, but we offer a 10% design revision credit for future orders if you’re unsatisfied.

SECTION 6 – DISPUTE RESOLUTION & CUSTOMER SUPPORT

  • Formal Complaint Process: If you disagree with our return decision, submit a written complaint to enquiries@galrefep.com, and we will escalate it to our Customer Relations Manager within 2 business days.
  • Third-Party Mediation: In unresolved cases, we agree to engage in free mediation through the Australian Competition & Consumer Commission (ACCC) or your local consumer authority.
  • 24/7 Support: Our customer service team is available via email or phone during business hours (Mon–Fri, 9 AM–5 PM AEST) to assist with return queries.

SECTION 7 – AUSTRALIAN CONSUMER LAW (ACL) COMPLIANCE

  • Statutory Rights: This policy does not exclude your rights under the ACL, which includes:
    • The right to a refund or replacement for major failures (e.g., critical defects).
    • The right to have minor defects repaired or compensated if the item is not of acceptable quality.
  • Compliance Reference: For more information on consumer rights, visit the ACCC’s website (https://www.accc.gov.au/).

SECTION 8 – ENVIRONMENTAL COMMITMENT IN RETURNS

  • Sustainable Return Practices:
    • We reuse packaging materials for returns whenever possible.
    • For defective items, we either repair them for resale or recycle the materials to minimize waste.
  • Carbon Offset Option: Domestic customers can opt to have their return shipping carbon-offset at no extra cost (available upon request).

SECTION 9 – INTERNATIONAL RETURN SPECIFICS

  • Duty & Tax Considerations:
    • Import duties, taxes, and customs fees for international returns are the customer’s responsibility (these costs are not refundable).
    • To avoid fees, mark returns as “merchandise returned” with the original purchase price on customs forms.
  • Language Support: For non-English speaking customers, we provide return instructions in Simplified Chinese, Spanish, and French upon request.

SECTION 10 – RECORD-KEEPING & TRANSPARENCY

  • Return History Access: Log into your account to view past return requests, refund statuses, and correspondence.
  • Annual Policy Review: This policy is updated annually to reflect industry best practices and legal changes, with archived versions available upon request.

CONTACT INFORMATION FOR RETURNS

Physical Address:
REFLEXION GALLERIES PTY. LTD.
ATTN: RETURNS DEPARTMENT
8 GRANDVIEW PARADE, EPPING NSW 2121, AU

Email: enquiries@galrefep.com
Phone: 0451-961-630
Business Hours: Mon–Fri, 9 AM–5 PM AEST

Trust Assurance Note: As a member of the Australian Artisan Traders Association, we adhere to their Code of Conduct for returns and refunds. Our policy is designed to exceed minimum legal requirements and prioritize customer satisfaction. For added peace of mind, all transactions are protected by our 100% Satisfaction Guarantee.