Returns Refunds and Exchanges

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If goods are faulty, unsafe, do not match their description or sample, or are not fit for a disclosed purpose, you may be entitled to a repair, replacement, refund and compensation as provided by law.

Change-of-mind limits, inspection periods, restocking fees and return-freight charges in this policy do not apply where doing so would restrict a non-excludable right.

Contact us as soon as reasonably practicable after discovering damage, shortage, an incorrect item or a suspected defect. Include the order number, product and batch where shown, photographs, delivery details and a description of the issue.

Keep the product, packaging and labels and take reasonable steps to prevent further damage. Do not install a visibly affected product before we have had a reasonable opportunity to assess it. Prompt reporting supports freight and technical investigation but does not impose an unlawful expiry on ACL rights.

Change-of-mind returns require prior written authorisation and an issued return reference. Unless a product-category condition below states otherwise, stocked goods may be requested for return within 14 days after delivery or collection.

Eligible goods must be unused, uninstalled, unassembled, uncut, unmarked and in complete resaleable original packaging. The customer is responsible for safe return and return freight. Original delivery charges are not refundable. A reasonable restocking fee disclosed before authorisation may apply to cover inspection, handling and repacking.

Clearance, floor-stock, hygiene-sensitive, opened chemical or adhesive products and goods damaged after risk passed are not accepted for change of mind where this was disclosed before purchase. ACL rights still apply.

Change-of-mind returns are not available for made-to-measure windows or doors, kitchens, joinery, cut or machined materials, special finishes, specially procured goods or other products manufactured or ordered specifically for the customer after production or procurement begins.

This does not limit rights where custom goods are defective or do not match the agreed written specification.

Decking, cladding, façade products, wall sheets and accessories must be returned as complete unopened packs or otherwise in the minimum sale unit identified before authorisation. Cut, drilled, glued or installed material is not eligible for change of mind.

Furniture and décor must be unused and unassembled, with all parts, cushions, hardware and packaging. A product sold as inspected floor stock is not returnable for change of mind where this was disclosed before sale.

Project overruns are not automatically returnable. Order quantities, wastage and batch matching should be checked before purchase.

Email Hello@teakandrope.com.au with the order number, product, quantity, reason and photographs. We will assess eligibility and, if approved, provide a return reference and delivery instructions.

Do not send goods without authorisation. Unauthorised deliveries may be refused where there is no legal obligation to accept them. Authorisation to inspect a return is not confirmation that a refund is due.

We inspect returned goods before completing a discretionary change-of-mind refund or exchange. Approved refunds are normally returned to the original payment method, less any disclosed lawful freight or restocking amount.

For a product failure, the available remedy depends on the circumstances and the Australian Consumer Law. We will not require a consumer to accept a store credit where the law entitles that consumer to another remedy.

Galleria Italia Pty Ltd trading as Teak & Rope ABN 53 687 436 960 Hello@teakandrope.com.au +61 2 5566 0008