RETURNS & EXCHANGE
To make selecting goods online easier, Civil Dawn Studio offers a 7 day exchange policy for change of mind purchases on non consignment goods. We are happy to offer a store exchange or credit note to the value of the product, minus the value of shipping back to you. Requests for exchange or credit must be by email or telephone strictly within 7 days of receipt of goods, any requests outside this period will be rejected. We do not offer refund unless the goods are faulty.
The stock must be returned in their original state, with no damage, alterations, signs of use or otherwise affected. If goods are returned in a state different from their original they will be rejected for exchange and credit and returned to you. All goods must be packed safely and securely for transit.
As a small retailer we are not responsible for additional shipping costs, therefore, return shipping costs of goods and their replacement are to be paid by the Returnee/Customer. You will be invoiced the shipping costs either via Paypal or as an option on the website. Exchanged products will not be posted until shipping charges have been paid.
Unfortunately Civil Dawn Studio is not required by law to provide a refund or replacement if you change your mind, it is the wrong gift or the colour/style does not suit.
Civil Dawn Studio also stocks Consignment stock, due to the contractual nature of these goods, they cannot be exchanged or returned unless faulty.
DAMAGED ON DELIVERY
It is the buyers responsibility to ensure their item arrived safely, by opening it and checking the item thoroughly, and report to us immediately if it is damaged in transit. To report damage in transit, you must check your purchase upon delivery and contact us within 7 days of delivery, with an image of the damage to the item and packaging- this is to ensure a timely report to the shipping provider for insurance claims.
If an item is reported damaged or faulty in transit outside this time period it will be rejected by us and returned to you. In the event of damage in transit we will either replace the goods if possible or process a refund, to your initial payment method, for the cost of the damaged goods, whichever is most practical.
FAULTY GOODS
In the rare occasion that an item you purchased is faulty, you can choose a refund or exchange.
We do not offer a refund for returns unless an item is faulty or defective when you received it, or if otherwise applicable under Australian Consumer Law. Faulty is defined as an item that is:
- unsafe
- significantly different from the website photo or description
- doesn’t do what we said it would and can’t be easily fixed.
Please contact Civil Dawn Studio as soon as you become aware of the fault and provide photos of the issue, by email to info@civildawnstudio.com.au and once we confirm the goods are faulty, we will authorise a return/exchange for you and supply a return address. Please return the goods to us within 14 days of authorisation. Goods that are damaged through mis-use will not be refunded or deemed faulty.
We highly recommend purchasing tracking and insurance when you return the item as we cannot be held responsible if the item goes missing in the post. We will email you when the goods arrive and have been assessed and when the refund has been processed. Please be aware banking institutions and Paypal may take up to 7 working days to process your refund.
Please keep your proof of purchase – e.g. your receipt
Please email us:
M-F 10am - 5pm
info@civildawnstudio.com.au