Return and Refund Policy
Last Updated: January 2024
1. Overview
At Caringsensual, we want you to be completely satisfied with your handmade decor purchase. This Return Policy explains our process for returns, exchanges, and refunds for products purchased from our website or directly from our Mayfield location.
2. Return Eligibility
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In the original packaging
- Returned within 14 days of delivery
- Accompanied by proof of purchase
3. Custom Orders
Important: Custom orders made to your specifications, sketches, or wishes are non-refundable once production has begun. This is because:
- Custom items are created specifically for you and cannot be resold
- We use materials and time specifically allocated to your order
- Production begins immediately after order confirmation and payment
If you have concerns about a custom order before production begins, please contact us immediately. We may be able to accommodate changes or cancellations if requested within 24 hours of order placement.
4. Standard Products
Standard products (non-custom items) may be returned within 14 days of delivery if they meet the return eligibility criteria. Items must be in original, unused condition.
5. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact us via phone at +61 2 7250 5502 or email through our contact form
- Provide your order number and reason for return
- We will review your request and provide return authorization if eligible
- Package the item securely in its original packaging
- Ship the item to our return address (provided upon approval)
6. Return Shipping
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error. We recommend using a tracked shipping service and retaining proof of postage. We are not responsible for items lost in return transit.
7. Inspection and Processing
Upon receipt of your returned item, we will inspect it to ensure it meets our return criteria. Processing typically takes 5-7 business days. Once approved, we will process your refund or exchange.
8. Refunds
If your return is approved:
- Refunds will be issued to the original payment method
- Processing time is 5-10 business days after approval
- Original shipping costs are non-refundable (unless item is defective)
- Return shipping costs are not refunded
9. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item following our return process and place a new order for the desired item.
10. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately within 48 hours of delivery. We will arrange for a replacement or full refund, including return shipping costs. Please provide photos of the damage or defect when contacting us.
11. Items Not Eligible for Return
The following items are not eligible for return:
- Custom orders (as stated above)
- Items damaged due to misuse or normal wear
- Items returned more than 14 days after delivery
- Items without proof of purchase
- Items that have been used, washed, or altered
- Final sale items (if any)
12. Australian Consumer Law
Our Return Policy is in addition to your rights under 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.
13. Contact Us
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Caringsensual
36 Church St, Mayfield NSW 2304, Australia
Phone: +61 2 7250 5502
Email: info@caringsensual.space