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Refunds & Returns

Need to return an item? We’re here to help

The following outlines our returns and refund policy. By processing your payment with Oppenheimer, you are accepting the following terms and conditions regarding shipping and any returns of your purchases.

Change of mind returns

Should you change your mind about a purchase, you have the option of returning it within 30 days of having received it.

You may choose to be given a store credit or a refund. Refunds can only be processed back onto the card or into the account that the original payment was taken from.

A “Change of Mind” return is subject to a number of conditions, as outlined below:

Condition of the item

A “Change of Mind” return item must be in ‘as-new’ condition. This means that it must not be faulty, assembled, used, damaged, altered, washed or laundered, or in any way different from its original condition.

Condition of the packaging

The item must be packed securely, using the packaging originally supplied with the item. If the item is not returned to us in the original packaging and in original condition, we reserve the right to not accept the return and you will be responsible for the cost of receiving your returned goods back to you. This also includes not packing the item up sufficiently to avoid damage in transit back to us.

Ineligible items

Eligibility for change of mind return is outlined in Products Details and Specifications.

The following categories are not eligible for a “Change of Mind” return:

  • Mattresses, bedding, pillows and sofa covers;
  • Cushions and throws;
  • Home appliances;
  • All forms of clearance stock;
  • Personalised items;
  • Gift Cards;
  • Orders for commercial or non-domestic use;
  • Items that have been assembled, used, damaged, altered, washed or laundered

Processing your “Change of Mind” return

For all “Change of Mind” returns, please submit a return request to our Customer Care Team. A member of our Customer Care Team will assist you with booking your return.

We require photographs to be sent along with your return request, showing that the item and its packaging are both in an acceptable condition, before a “Change of Mind” return can be processed.

Once we receive the returned item from you and it is determined to be in an acceptable condition, we will provide you with either a refund or store credit (as chosen by you).

Deductions

The refund or store credit amount issued will not include any shipping costs you may have paid in the original order.

We will deduct any freight costs associated with the item’s return from the final refund or store credit amount issued to you.

Damaged or faulty returns

In the unlikely event that your Oppenheimer purchase arrives and is missing parts, is damaged, is faulty, is defective or is not of acceptable quality, please take photos or video clearly identifying the issue and contact our Customer Care Team within 14 days of receiving the item.

You may, depending on the circumstances, be entitled to one of the following remedies:

  • Have the product replaced (subject to availability)
  • Arrange a repair with an offer of compensation
  • Have missing parts or components sent to you
  • Receive a refund or store credit

If, after the preliminary assessment, the product is confirmed to be defective, damaged or covered by an applicable warranty or covered by the consumer guarantee provisions of the Australian Consumer Law, a member of our Customer Care Team will contact you to proceed with the return process. Home Royale will arrange for the pickup and cover the costs of the return. Please ensure the product is well protected and packaged similar to the way you received the product. If the product has been assembled, it will need to be disassembled and packaged the same way it was delivered.

We will not provide a remedy if, in our reasonable opinion, the issue with the product has been caused by:

  • fair wear and tear;
  • misuse or failure to use in accordance with manufacturer’s instructions;
  • improper assembly or modification;
  • improper maintenance or failure to properly care for the item;
  • your own improper handling or transportation of the goods.

Please also note that we will not process returns where the damage is to the external packaging or product packaging only.

In the case of a refund or store credit, the amount issued will be equal to the original amount paid for the item, including shipping costs. Please note that refunds can only be processed back onto the card or into the account that the original payment was taken from.

Incorrect item delivered

If you have received an incorrect item, please contact our Customer Care Team equipment@oppenheimer.com.au with photographs of the incorrect item within 14 days of receiving your delivery. We will offer to send you the correct items and arrange the collection of the incorrect item from you at our expense.

Cancellations

If you wish to cancel your order, it must be cancelled prior to the confirmation of the order, in which case we will provide you with a full refund. Cancellations after that time may be treated as a “Change of Mind” return. Made to order items cannot be cancelled. Email equipment@oppenheimer.com.au asap!

Christmas returns

All orders placed between the 1st November and the 25th December in a calendar year can be returned up until the 31st January of the following calendar year.

Changes to this Policy

We reserve the right to update this Shipping and Returns Policy from time to time by publishing the revised terms on our Website. The amended Shipping and Returns Policy will take effect from the date which is 7 days after we publish it on our Website, except in relation to orders of products prior to the effective date, in which case the previous version of the Shipping and Returns Policy will apply to those products.

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