At My Online Wedding Store, we prioritize customer satisfaction, but it's important to understand our refund policy:
No Change-of-Mind Returns: Refunds or replacements are not provided for change of mind.
Major Problems: You can opt for a refund or exchange if the item:
Has a significant problem not known at purchase.
Is unsafe.
Varies greatly from the description or sample.
Fails to perform as promised or meet your specific requirements.
Item Condition for Returns: For exchanges, items must be unused and in original packaging. Assembling and using a product, particularly if it’s incorrect (e.g., wrong color or model), means acceptance of the item as is, voiding return eligibility.
Minor Issues: For minor problems, we offer repair within a reasonable timeframe. Alternatively, you can keep the item with compensation for any loss in value.
Exclusions: Refunds or replacements are not offered if:
The item doesn’t suit your intended purpose.
Affordability issues arise post-purchase.
Damage occurs due to incorrect assembly.
Misjudgment in room space or fit through access doors.
Proof of Purchase: Retain your receipt for any future claims.
Warranty
Warranty Coverage: Our products come with a warranty compliant with the Australian Consumer Law. This covers defects in manufacturing or materials, excluding normal wear and tear or natural material characteristics.
Warranty Period: Commences from the sale date and aligns with Australian law.
Exclusions: The warranty doesn’t cover:
Repairs by unauthorized service providers.
Improper use or maintenance.
Abuse, misuse, or accidental damage.
Modifications or use with inappropriate accessories.
Altered or removed serial numbers.
Commercial use.
Shipping costs.
Consumer Guarantees
Statutory Rights: You have rights under the Australian Consumer Law for major failures or other significant foreseeable losses or damages. This includes repair or replacement for minor issues not amounting to a major failure.
Major Failure Remedies: In such cases, you can:
Get a refund or identical/similar replacement for the product.
Making a Claim
Process: Please email 4-6 images plus (if needed) video and a details description of the issue, Proof of purchase and your details to us.
Note: A call-out fee may apply if we need to attend your address to establish the issue (refundable on valid claims).
Resolution: We aim for timely resolutions but cannot accept returns on sale items or gift cards, except for major faults. Most claims have a resolution within 14 business days.
Pre-Order and Out-of-Stock Items
Delivery: We strive to meet estimated delivery dates. However, a reasonable delay does not constitute liability on our part. Cancellations incur a 30% fee.