Please choose carefully

You are not entitled to a refund if you simply change your mind or make the wrong choice.

You are entitled to a refund if the goods purchased have a major problem, this is when the product:

• is faulty or is not of merchantable quality, or
• is not fit for its intended purpose, or
• is significantly different to the sample or our description

Alternatively, if you would like to keep the product, we will compensate you for any decrease in value. If you believe your product has a fault, you can complete a Return Request and follow the process to return the item to Ochre Living.

Please note:

• If your Product was already damaged when you received it, please contact us within 14 days for a resolution. Please take photos of the damage and email them to sales@ochreliving.com.au

• Products must be packaged safely in the same original packaging used to deliver the Product to you. Please retain the packaging in the event of a return.
• If the pick-up is not successful because the item was not ready, we are charged a rebooking fee. We can book another pick-up on your behalf; however, we will need to pass on the additional fee to you. This may be deducted from your total refund.
• To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

4. Damage caused by improper use, abuse of the policy, or incorrect assembly will be charged at full retail rates.
5. Ochre Living will organise a pick-up of the Product from your designated address in the event of a return. You will be required to be present on the scheduled day of the pick-up in order to hand the Product to the courier. The cost of the return delivery will be deducted from your refund amount.
6. If the Product incurs damage during the return transit due to inadequate packaging by the customer, Ochre Living reserves the right to charge the customer the cost of replacement of the damaged part or component.
7. The refund for the Product does not include any shipping costs incurred during your original transaction. Return shipping within our 14-day policy is charged at cost.
8. There are certain situations where only partial refunds are granted: (if applicable) 25% Restocking Fee applies to all returns

1. 1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
   2. Any item that is returned more than 14 days after delivery.
2. 25% Restocking Fee applies to all returns. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be prepared for bank transfer payment within a certain number of days.

7. Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.