We want your shopping experience with us to be a pleasant one. And we have made our returns policy as simple as possible. And if things don’t go quite to plan, our dedicated customer care team at Emu Tree will do our best to make everything right again!
30-day returns
We provide standard return period of 14 days. However, if you change your mind, you may return your purchase to us within 30 days of the date you received it, no questions asked. Items returned must be in ‘as-new’ condition and packaged securely in the original packaging. Administration and restocking fees apply (T&Cs). You can contact us with your name and order number and our customer care team will process the return for you.
Refund will be issued in the form of store credit within 5 business days of receiving the return, and subject to confirming it is in ‘as-new’ condition. We will issue you with a store credit voucher code via email in an amount equal to the price you paid for the product(s), less the cost to ship the order to you and the return shipping back to the warehouse.
You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your purchase. It includes the costs of shipping the item to you in the first place and the cost of shipping back to us.
Items returned after 30 days of purchase may not qualify for a refund, or may incur an extra restocking fee.
Damages & Faults/Warranty
We warrant all products to be free from defects in materials and workmanship. Warranties and guarantees are provided in accordance with Australian Consumer Law.
You should check your goods as soon as they are delivered to you to ensure that they are of acceptable quality and durability, and they are not damaged or faulty. If this is not the case, please contact us as soon as possible with photos or video clearly showing the damages and problems of the product and its package.
Depends on the nature of the fault itself, and the outcome that works best for you, we will work collaboratively with you to find a solution that you’re happy with, which could be: offer of compensation to you; replacement or alternative product; partial or full store credit voucher or refund.
Exclusions
Returns policy covers product Faults and Warranties. Please make your selections carefully, and double-check your order before submitting. This policy does not cover some conditions, which including:
- Food, treats or any edible items that are opened due to strict health policies
- Insignificant minor variations in dimensions, colour, grain or finish
- Damage caused by improper assembly, modification, or abnormal use
- Damage, wear and tear as a result of improper or lack of maintenance and/or care
- Damage to product packaging or external only
- Superficial blemishes or insignificant minor imperfections
- Normal wear and tear
Refund
Our Refund Guarantee is subject to the terms and conditions applicable to the Returns Policy. Please note that some items are specifically excluded from all change of mind returns.
You should first contact our customer service representative about returns or refunds issues. We may need to issue you with a returns number and address before you send us back any items.
Where we agree to refund any amount of your payment, we aim to initiate your refund within 5 business days. The additional time that it takes for you to actually receive your refund will depend on how quickly your financial institution processes the refund.
Exchange
We cannot offer exchanges. Simply return your order items in accordance with our Returns Policy and place a new order.
Please also refer to the Terms & Conditions.
Need help?
Contact us at info@emutree.com.au for questions related to refunds and returns.