Refund policy
RETURNS & EXCHANGE POLICY
At Suzie Anderson Home we are committed to complying with the Australian Consumer Law. This means that our customers are entitled to a remedy (repair, replacement or refund) if a product they purchase is faulty, unsafe, or does not match the description or sample shown.
RETURNS + CREDIT NOTES
Suzie Anderson Home P/L accepts return of merchandise that is unworn, unwashed, or undamaged, within 14 days of purchase with the original receipt and where the manufacturer's tags are still attached. A credit note for the value of the item will be issued*
Customers are to return the item in its original condition and packaging at their own postage/courier expense.
*Credit Notes
A credit note for the same value will be issued, valid for 3 years from the issue. As credit notes cannot be used to purchase online, the customer must contact the Moss Vale Store on 02 4868 2662 to make purchases using credit.
SAH will use the Customer's Credit Note in the first instance for any purchases made at Suzie Anderson Home until cleared.
While every effort is made by our staff to identify and apply available credits at the time of sale, it is the customer’s responsibility to retain and present their credit note for redemption within its three (3) year validity period.
REFUNDS
Damages & Defects
Should your online order arrive damaged or defective, we must be notified via email within 48 hours of accepting delivery of your order
If your order arrives damaged or faulty due to manufacturers' defects, Suzie Anderson Home P/L wherever possible will endeavor to repair or replace the goods to the customer's satisfaction.
Please email a full defect description with photos to shoponline@suzieandersonhome.com
Should Suzie Anderson Home P/L not be able to repair or replace the goods, a full refund of the purchase price will be offered to the customer.
Please note, that refunds are not provided for change of mind.
ITEMS THAT CANNOT BE RETURNED
Sale & Clearance Items
All consumer rights under the ACL still apply to sale and clearance items.
Where an item is reduced in price because it is damaged or has a known fault, this will be clearly described (e.g. on the price tag, packaging, or at the point of sale).
By purchasing such items, you accept the disclosed fault. No returns, refunds, or exchanges will be accepted in relation to the disclosed fault.
If a reduced item has any additional fault not disclosed at the time of purchase, your rights under the ACL still apply
There will be no returns or refunds for change of mind on Sale Items
There will be no return or refunds for faults that have been clearly outlined in the description of the Sale product
We do not accept lay-bys or Holds on Sale Items
Items ordered for click and collect must be collected within 7 days
Any applicable delivery charges will be quoted and additional to the sale stock price
ANTIQUE, VINTAGE, & HAND-MADE ITEMS:
Antique, vintage, and hand-made items with natural variations such as rattan, reclaimed wood, marble, and handcrafted decor are not available for returns, as their imperfections and patina are deemed part of their character and original handmade nature.
UNDERGARMENTS, WATCHES, & JEWELLERY:
Items that have been worn, washed, or have had their tags removed unless there are manufacturer defects within the warranty period.
CUSTOM-ORDERED ITEMS
There are no returns for custom-ordered items.
Protocol for Borrowing Stock from Suzie Anderson Home for Editorial and Styling Jobs
To ensure a smooth and professional process, we kindly ask that all stylists adhere to the following guidelines when borrowing stock from Suzie Anderson Home:
1. Payment at Pickup:
All stock must be paid for in full at the time of collection. This ensures accountability and facilitates an efficient process.
2. Condition and Packaging:
Stock must be returned in its original condition, with all labels intact and in its original packaging. Items should be in perfect order, free from any damage or signs of use.
3. Editorial Credit:
Stylist must confirm and provide details regarding how the loaned products will be used (eg photoshoots, editorial)
Suzie Anderson Home must receive written acknowledgment of editorial credit before the loaned products are used. This credit must be included wherever the products are featured.
This acknowledgment is essential for supporting our collaboration.
4. Return Timeframe
All stock must be returned within 7 days of pickup unless otherwise agreed upon in writing.
5. Refund Policy:
Upon return, if all stock is verified to be in perfect condition, a full refund will be issued to the original payment method.
If the stock is returned damaged, with missing labels, or outside the agreed timeframe, Suzie Anderson Home reserves the right to withhold the refund partially or in full.
We appreciate your understanding and cooperation in following these protocols. By maintaining these standards, we ensure the longevity of our stock and a positive working relationship with our valued stylists.
Thank you for your support!
Owner Director
Suzanne Anderson
ABN:11604736996
+61411448817
409 Argyle St,
Moss Vale NSW 2577
www.suzieandersonhome.com