RETURNS, REFUNDS & CUSTOMER CARE POLICY

 

For Australian Customers Only

 

Mutual Respect & Goodwill

We’re a small, family-run business doing our best every day. While we take pride in providing high-quality service, we also ask that all communications—returns, exchanges, complaints, compliments, or general enquiries—be made respectfully and calmly. We’re people too. Mistakes can happen, and we’re always willing to work with you to make things right.

We do not tolerate abusive, threatening, or demanding behaviour. Mutual respect is the foundation of every successful business relationship.

 

Contact Us Before Returning Anything

All returns or issues must be lodged through our Resolution Centre before any item is returned. Do not send anything back without written authorisation and clear instructions from us.

If a return is made without approval, sent to the wrong address, or posted without tracking, we cannot accept responsibility and may not be able to issue a refund or credit.

 

Change of Mind Returns

We accept change of mind returns under the following conditions:

  • You must contact us via the Resolution Centre for approval.
     
  • Items must be returned at your own cost within 10 days of receipt.
     
  • Returned goods must be in new, unused, unopened, and saleable condition, including all original packaging and inserts.
     
  • You must use tracked shipping and provide us with the tracking details.
     
  • If a returned item arrives damaged or incomplete, or if tracking isn’t provided and the parcel is lost, a refund cannot be issued.
     
  • A restocking or repacking fee may apply if packaging is compromised.
     

Please note that personal preferences—such as not liking the smell, texture, or appearance—do not constitute a fault. These are considered change of mind, and the above return conditions will apply.

 

Faulty, Damaged, or Incorrect Goods – A Collaborative Approach

As a B2B wholesaler, we are committed to finding practical and sustainable solutions to product issues. All faults or discrepancies must be reported within 3 days of receiving your order by lodging a request via the Resolution Centre.

Minor Faults

If an item has a minor cosmetic defect—such as a scuffed label or dented box that does not affect the safety or function of the product—we may offer:

  • A partial credit, to help you resell the item at a reduced price
     
  • A recommendation to bundle or discount the item instead of returning it
     

This approach helps reduce freight emissions, landfill waste, and administrative overhead for both parties.

 

Incorrect Items Sent – When It’s Our Fault

We are not a large automated warehouse. We use pen and paper and manual systems, and while we aim for accuracy, human errors can occur.

If we send you an incorrect item:

  • We will always offer a full credit or correct replacement.
     
  • We will ask if you're open to keeping the incorrect item at a reduced price—this is optional, and there’s no obligation.
     
  • If we request the item to be returned, we will cover the return shipping cost.
     
  • In some cases, based on cost and environmental impact, we may not require the item to be sent back.
     

Total Write-Offs
 

If a product arrives broken, damaged beyond repair, or is clearly faulty, we will:
 

  • Request photos or a short video to assess the issue
     

  • Issue a full refund, credit, or replacement, depending on your preference
     

  • In rare cases, we may ask for the product to be returned—but only if it’s needed for spare parts or quality assessment
     

Please do not throw away or discard any item without first consulting us. We may need it returned or offer a resolution based on condition.

 

Troubleshooting First – It’s Part of Our Process
 

Where a fault isn't immediately obvious, we will always try to troubleshoot the issue with you first. This is based on years of experience where simple fixes have often resolved the problem.
 

This is not a reflection on your intelligence or character—it’s just our process, and it often works.


Please don’t take offence when we ask for further info or offer suggestions. If the item still doesn’t work, we will absolutely take the next steps to resolve it.

 

Return Shipping Conditions

To qualify for a refund or credit, all return parcels must:

  • Be packed safely and securely
     
  • Include all original packaging, labels, and inserts
     
  • Be shipped with tracking, and the tracking number must be sent to us promptly
     

If an item is lost or damaged during return transit due to poor packaging or missing tracking information, we cannot issue a refund or credit.

 

Refunds & Credits

Refunds will be processed once returned items are received and inspected to confirm that they meet return conditions.

If the product is returned incomplete, damaged, or unsaleable due to the buyer’s handling, we may deduct a repacking or restocking fee from the refund. Credits may be issued in place of refunds at your request.

 

Product Variations

Many of our products are handmade or made with natural materials. As such, slight variations in colour, shape, size, or appearance are normal and not considered faults.

We also cannot guarantee that every product will exactly match website photos, as manufacturers sometimes make packaging or design changes without notice. These differences do not affect product functionality and are not grounds for refund or return.

 

International Orders

We do not accept returns, refunds, or exchanges for international orders under any circumstances.

 

Order Cancellations

You may cancel your order at any time before we begin packing.

If your order has already been packed (even if it hasn’t shipped), a 25% cancellation/restocking fee will apply. This fee covers labour, time, packing materials, and inventory reprocessing.

If the order hasn’t been packed, cancellation is free of charge. Any refunds issued will be processed minus applicable credit card processing fees.

 

Delivery Estimates

All delivery timeframes are estimates only. We dispatch orders from Melbourne, Victoria, and shipping times vary depending on the destination and carrier performance. We cannot guarantee delivery dates.

Typical delivery estimates:

  • Melbourne Metro: 2–3 business days
     
  • Sydney, Adelaide, Brisbane Metro: 2–4 business days
     
  • Regional VIC, NSW, QLD, SA: 3–5 business days
     
  • Perth Metro: 4–5 business days
     
  • WA Regional & Remote: 5–8+ business days
     
  • Far North QLD & Remote QLD: 5–9+ business days
     
  • NT & TAS: 4–7+ business days
     

During holiday and seasonal periods, dispatch and delivery times may be extended. We recommend allowing up to two weeks for order processing during peak times.

We do not offer same-day or guaranteed next-day shipping. While Express Post is available, it may not always result in faster delivery due to network limitations.

 

Shipping Delays

We are not responsible for delays caused by shipping carriers and cannot offer refunds or compensation for carrier-related issues.

If we are unable to fulfil your order within a reasonable timeframe, we will happily waive cancellation fees if requested.

 

12. Out of Stock Items

While we make every effort to maintain accurate stock levels on our website, occasional discrepancies may occur due to product faults, damaged goods, or manual stocktake errors. We appreciate your understanding, this is part of working with a hands-on, traditional family business operation.
 

To keep our order processing efficient and streamlined, we have the following policy:

  • If an out-of-stock item is valued under $100, we will automatically credit the amount to your account.
    We do not contact customers individually in these cases, as doing so delays order dispatch—and in our experience, most customers prefer the convenience of a quick credit.

  • If you would prefer a refund instead of a credit, you’re always welcome to contact us.

  • If the value of the out-of-stock item is $100 or more, we will reach out to you to confirm whether you would prefer a credit, refund, or suitable replacement.
     

Our aim is always to dispatch your order as quickly as possible. If a delay of more than three business days is expected due to stock availability, we will communicate with you directly.
 

 

If you have further questions or concerns, please contact us through the Resolution Centre or email us directly at silverstone@silverstone.com.au. We're always happy to work with you.