Home/
Returns and Warranty Policy

Returns and Warranty Policy

This policy applies to all products purchased in-store or online via our website/s (“Products”) and forms part of the Terms and Conditions which apply to your purchase of Products.

Change of Mind

You can benefit from this Change of Mind Policy which is offered for most of our products in addition to your statutory rights or any additional supplier or manufacturer warranties. If, for any reason, you are not satisfied with your purchase, we will happily provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to all of the following conditions being satisfied:

You must return the Product to us within the following timeframes:
Online Purchase: 30 days from the date of delivery; and
In-store Purchase: 14 days from the date of purchase.
You must provide us with a satisfactory proof of purchase (such as the invoice or register receipt).
You must return the product unused, in the original packaging with all tags and stickers still attached, in the merchandisable condition you purchased it in and including any accessories, manuals and documentation.
The product is not an ‘Excluded Product’ (as described below).

EXCLUDED PRODUCTS

This Change of Mind Policy does NOT apply to:

Gift cards or vouchers;
Sale items purchased in-store;
Clearance items and Products sold as ‘seconds’;
Made-to-order, personalised or monogrammed items (including The Custom Chef Personalised Products);
Items that have an accompanying tag that states ‘no change of mind’;
Repaired or replacement products provided under this policy; and
Mattresses, bath mats, quilts, underblankets, pillows and toppers (for health and hygiene reasons).

We reserve the right to reject any returns that do not meet the above requirements.

Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in our absolute discretion.

Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind policy is in addition to those rights.

Laws and our change of mind policy.

Please Note:

For online purchases, we will refund you the amount you paid, excluding the original delivery charges. Refunds will be processed using the same payment method used when you made your original purchase.
If you return a Product made by gift card or voucher, we will give you a store credit in the form of a gift card.
The refund guarantee for online purchases does not include the costs of return postage if you return via post. You are responsible for the cost and the risk of returning the Products to us. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If the returned Product does not meet the requirements of this policy, you will be responsible for the cost of returning the Product to your nominated postal address.
There will be a $25 return fee for change of mind returns for rugs.

To return an item due to a change of mind, you must follow our returns process. Please refer to ‘Organising the Return of Products’ below for more information.

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe a Product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given to the product, you may return it to us within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible.

If a Product has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If the Product is assessed as having a major failure you may choose to return the Product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to us). Otherwise, you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.

For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au.

PLEASE NOTE:

Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.
If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Products marked as seconds or samples cannot be returned due to the fault that was identified at the time of purchase. If the Product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees.

To return a faulty item, you must follow our returns process. Please refer to ‘Return of Products’ below for more information.

Manufacturer Warranty

Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law and our change of mind policy.

For online returns you may also be required to send us images of the damage to help us with our assessment. If your claim relates to a warranty from the manufacturer, once we have received your returned Product, we will then contact the manufacturer to finalise your warranty claim. Please do not attempt to return an item before speaking to one of our specialists (as you may be responsible for associated expenses where your product is found not to be in breach of warranty).
Products that are damaged as a result of normal wear and tear, misuse, failure to take reasonable care or failure to use in accordance with manufacturer’s instructions are not considered to be faulty.

Palatability Guarantee

We understand that your pets sometimes have different ideas about taste and nutrition to you. Look at us, we don’t all eat the same food so why should we expect our furry friends to be any different. Therefore, if your dog or cat won’t eat their new food rest easy that Global Retail Brands is there to help you with our palatability guarantee. Under the palatability guarantee we offer a full refund of the food product purchase price on the conditions set out below. Our Customer Support team are here to help. Whether its a product question, further information regarding your order or general queries & comments, our customers support team contacted via our Customer Support Centre.

Under our palatability guarantee we will accept a return on your bag of food so long as:

The unused food is returned in its original packaging;
The food bag contains at least 50% of the original contents;
The food bag is returned with proof of purchase;
The food bag is returned at the customer’s cost; and
The food bag is returned within 60 days of purchase.

This offer is valid for participating brands only, as listed below (current as of today’s date but subject to change at any time without prior notice).

Participating Brands:

Hills Science Diet, Royal Canin, Iams, Advance, Nutro, Taste of the Wild, Canidae, Holistic Select, Fish4Cats, Vets All Natural, Black Hawk, Ivory Coat, Fish4Dogs

Custom Chef Products (Customisation Service)- Applicable to House and Baccarat Sites only.

House

Our Custom Chef Service allows you to have pre-selected knife products laser-marked with a monogram of up [to 3 characters and or a word of up to 10 characters] or add a design from a limited selection \s (“Custom Chef Products”).

Baccarat

Our Custom Chef Service allows you to have pre-selected knife products laser-marked with a monogram of up to 3 characters or add a design from a limited selection \s (“Custom Chef Products”).

Whichever option you select, it is your responsibility to ensure that you check the characters or design you choose prior to submitting your Order. You are also responsible for ensuring that your selection is not unlawful, defamatory, obscene, harmful, fraudulent or infringes any third party intellectual property rights.
We reserve our rights to refuse or cancel your Order at our sole discretion. We will not be held responsible if you provide incorrect or unclear information in your Order. While we have made every effort to ensure the accuracy of the appearance of the laser design, there may be slight variations on the Custom Chef Products themselves.
We may cease to offer The Custom Chef Service at any time at our sole discretion, although we will fulfil any prior Orders that have been received prior to such cessation. The Custom Chef Service is provided ‘as is, where is’ and without any manufacturer’s or express warranty. However, consumer guarantees apply to the Custom Chef Service and the Custom Chef Products under the Australian Consumer Law, and nothing in these terms and conditions excludes the application of those guarantees. If your Custom Chef Product has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the Product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If your Custom Chef Product is assessed as having a major failure, you are entitled, within a reasonable time, to reject the Custom Chef Product and receive:

a refund for the purchase price of the Custom Chef Product and the Custom Chef Service; or
an identical replacement, or one of similar value, if reasonably available to us.

Otherwise you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.

Return of Products

Products must be returned whenever we agree to provide you with a refund or replacement or ask you to return the Product to us for inspection. Before returning a Product, please ensure that your returned Product meets the conditions outlined in this policy.

Please note:

For online returns, if you are returning a faulty Product, please contact our Customer Service Team and provide your order number and a full detailed description of the problem. You may be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our Customer Service team will determine how best to resolve it with minimum inconvenience to you. Where during the preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the Product is confirmed to have a defect later. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur.
For in-store returns, we may assess the returned product in-store but in certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.

RETURNS LOCATIONS

To return a Product you purchased in-store, you may take it to your nearest House store. In the case of Products that come with a manufacturer’s warranty or guarantee, you must return the Products in-store or directly to the manufacturer. If you cannot return the Products in-store, Our Customer Support team are here to help. Whether its a product question, further information regarding your order or general queries & comments, our customers support team contacted via our Customer Support Centre.

Alternatively you can chat to a member of our Customer Support team via our live chat on the website, Available Monday to Friday 9am - 9.30pm & Saturday & Sunday 10am - 5.30pm Australian Eastern Standard Time

To return an item you purchased online, for any reason, you must arrange the return by return postage through Australia Post If you are returning an item via post, please contact our Customer Service Team to arrange a return request via one of the following methods:

Responsibility for returned Products

It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. We recommend paying for tracking or product insurance.
Return Authorisation Number (A Must Have)

All returns sent to us via post must have a Return Authorisation (RA) number which you will need to obtain from us. This is required for replacement Products and refunds. After you have provided us with the required information, the Customer Service team will email you a PDF voucher containing the RA number, which you must print and affix to the Product prior to posting. The Product should be returned to us within 30 days of the issuance of the RA. Returns without an RA number will not be accepted. If you send us a Product without an RA, we may not able to identify sufficient details to enable us to attend to your claim. You will be notified by email once your return has been received and processed. Unidentified returns may be returned to the sender. Therefore, please ensure all details are clear and concise.

Proof of Purchase

It is important for us to establish that claims made about our Products are genuine and that you originally purchased the Products from us. If you are returning a Product purchased in-store, you must present your invoice or register receipt (or a copy or photo of it). We may also accept other types of proof of purchase including financial statements such as credit card or bank statement (provided it clearly identifies the value of the product), Buy Now Pay Later statement or warranty card showing the date and amount of purchase. We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the Product from our store.

Refunds

Where we agree to refund you for a Product, the refund will be credited to your original method of payment.

Replacement Products
Where we agree to replace a Product:

A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (Note: This does not apply to change of mind returns).
The delivery time for the replacement Product will be the same as stated for the original Product.
Replacement products are subject to the same warranties and consumer guarantees as the original product, other than our change of mind policy which will no longer apply to the replacement Product.

Further Information

For further information, please check our Terms and Conditions or contact our customers support team via our Customer Support Centre.. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au