Returns and Refund Policy
RETURNS & REFUNDS POLICY
If you are not satisfied with your purchase, we are happy to offer an exchange or store credit in accordance with the terms below. We do not offer refunds unless the item is deemed faulty.
Please note that our policy does not allow refunds for change of mind or where a pre-ordered item is later found to be available on another retailer. We aim to provide as much information as possible about our products to help you make informed purchasing decisions. If you require further details or have any questions about an item prior to purchasing, please contact us and we will be happy to assist.
Pre-order delivery timeframes are provided as estimates only. While we always endeavour to meet the stated delivery timeframe, delays may occur. Refunds will not be offered in the event that a pre-ordered item arrives after the estimated delivery date. We will always communicate openly regarding any changes or delays to expected delivery timeframes. A refund will only be issued where an item cannot be supplied or fulfilled.
CONDITIONS OF RETURN
Returns must be initiated within 7 days of the date of delivery.
All return requests must be emailed to hello@eesomecollective.com.au. Once approved, we will issue a Return Merchandise Authorisation (RMA) number and return address. A copy of the return request, including the RMA number, must be included inside the parcel.
Returned items must be received by EESOME COLLECTIVE within 5 business days of return authorisation. Items must be unworn, unused, and returned in original packaging with all tags attached. Items showing any signs of wear (including perfume, cigarette odours, or makeup) may not be accepted.
We do not refund initial shipping costs (unless the item is faulty). Return shipping costs are the responsibility of the customer for all change-of-mind or incorrect size returns.
We strongly recommend sending returns via registered or express post, as we cannot take responsibility for items lost or damaged in transit. Please note that returns may take up to 7 days to be processed once received.
Store credit is valid for 12 months from the date of issue.
FAULTY OR DAMAGED GOODS
In the unlikely event that your item arrives faulty or damaged, please contact our customer team at hello@eesomecollective.com.au within 48 hours of delivery, including photographic evidence of the fault or damage.
FAQ
You must send your return request within 48 hours of goods being delivered. Returns must be made within 10 days from date of purchase. All returned items must be received back at EESOME COLLECTIVE within 5 business days of return authorisation. Please note that original shipping charges or related expenses e.g. duties and/or import taxes will not be refunded.
All return shipping charges, Australian and International, are at the expense of the purchaser unless the product is deemed damaged or faulty.
We do not issue refunds on non-faulty items, only instore credits once your item is received back by EESOME COLLECTIVE.
In instances where you have changed your mind or would like to exchange your product for a different item, size or colour, original packaging is required.
Most our products are handmade, therefore some variation between each piece will be evident. The surface of natural & handmade products is crafted to embrace the natural differences in each piece. This is not considered a fault. Any refunds will be processed only once all goods are returned to us and approved for refund by the team. Freight is not refunded in these cases.
Furniture Care: Timber Furniture.
To prolong the surface of the timber please do not leave spills to sit on surfaces. Avoid contact with heat, liquid, and take care when placing abrasive objects on the timber. Direct and reflective sunlight will affect all timber as it ages beautifully in its own special way.While teak is a fantastic timber for outdoors, mildew and dirt accumulation can occur, especially in particularly humid & wet conditions. Outdoor furniture should be cleaned as needed using a vinegar and water mix regularly, and if being left outdoors sealed with a teak sealer such as Semco Teak Sealer - Cleartone to protect against mildew & discolouration.
Please note due to its oily nature, the natural oils may transfer onto porous surfaces like carpet & light clothing and we highly suggest to not place our wooden furniture directly onto carpet or rugs. A protective foam or felt mat is suggested for underneath the piece if being placed on carpet or light flooring. Similarly a protective lining inside drawers is recommended for storing delicate/light coloured fabrics.
Returns:
Return of faulty/broken items should occur within 7 days of receiving them. To report a broken item, please email the details of the damage and an image to hello@eesomecollective.com.au, and quote your order number. Non-delivery must be reported immediately.
All orders are final and cannot be cancelled once the order has been confirmed and the final invoice has been generated.
We do not accept return of unsold goods, change of mind or preference of natural variation in patterned items like marble, wood, ceramics etc.
Warranty:
Our products carry a standard 12 month warranty for faults/defects. This does not cover normal wear & tear, and normal changes in the surfaces of products with a natural finish with exposure to weather, sunlight & external elements.