General Terms and Conditions of Sales Refund Policy
These Terms and Conditions of the Sales Refund Policy (“Policy”) apply to the purchases of custom-made resin artwork through Embedded Blooms Pty Ltd.
We very much want this to be an easy and successful transaction and will do everything that we can to make it work, so if you have any questions or problems, please get in touch with us at email@example.com.
All of our products are either one-off resin artworks or products that are custom-made to order, especially for you. We hope you will be really happy with your purchase, but if there is a genuine problem, please get in touch with us within 7 days of receipt so we can sort out a solution.
We accept returns and exchanges if your purchase arrives damaged, defective or otherwise protected under Australian consumer law. If there is a mistake on our part, we will, of course, make sure it is fixed and that you receive either a replacement or a refund of the cost of the flowers used in the resin piece paid by you.
Because of the personalised nature of each product, we cannot accept returns due to a change of mind, which is not required under Australian consumer law.
We cannot accept or refund returns made due to customs charges on international orders outside Australia. For international orders, the purchaser is responsible for any taxes and duties required on delivery.
Time frames for returns or exchanges due to damage, defect or otherwise under Australian consumer law:
• Contact us within 7 days of receipt about any problem at firstname.lastname@example.org • Please provide photos of the condition of the packaging upon arrival and the product’s condition within the packaging.
• Return products within 30 days of receipt with complete packaging (unless otherwise agreed).
• Refund (if applicable) will be provided within 7 days of the return of the custom-made artwork product or earlier by agreement.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on terms set out in this policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Please read this Policy carefully before making a purchase to ensure you are fully aware of your rights under this policy as well as what you can expect from us in the event that you are not happy with your purchase.
Australian Consumer Law
(a) Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the custom-made resin artwork, you are entitled to:
-to cancel your contract with us; and
-to a refund for the used portion or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
(b) We offer refunds, repairs, and replacements in accordance with Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees that protect consumers when buying products and services.
(d) If a custom-made resin artwork product you purchased from us has a major failure (as defined by the Australian Consumer Law), you may be entitled to a replacement or partial refund.
3. Change of Mind
We do not offer any refund if you change your mind about a custom-made resin artwork or the way in which your natural (or otherwise) flowers transformed during the preserving process.
If for some reason, you are unable to progress with your order, you must notify us within 24 hours of processing your payment to receive a full refund. Please note that purchases are final, and we do not offer refunds on custom resin artwork products once your flowers are received.
Please note that we are not in control or responsible for your flowers’ transformation during the preservation process. We will choose the best blooms that have survived the process to cast in resin for your order.
4. Refunds on shipping damaged products (if applicable)
We will require a photo of both the packaging & damaged product, and this will be used to claim insurance with Austpost, our shipping provider.
We will send you an email to notify you that we have received photos of your damaged package & product. You will be given an option for a partial refund or the product recreated (where possible) and shipped.
If you are approved for a refund, then your refund, less any transaction fees (varies depending on payment method), will be processed, and a credit will automatically be applied to your original payment method.
The above also applies to lost items during the shipping process.
All requests for compensation claims must be lodged within:
14 days of the item being posted, or
30 days of delivery, or the intended delivery date, for International Courier.
For more information regarding cover, please visit Auspost
5. Exchanges and Exceptions (if applicable)
We only replace items if they are defective or damaged. We do not offer exchanges or refunds for change of mind or if you are unhappy with your choice.
Notwithstanding the other provisions of this policy, we may refuse to provide a repair, replacement, or refund for a custom resin artwork product you purchased if:
(a) You misused the said product in a way that caused the problem.
(b) You knew or were made aware of the problem(s) with the product before you purchased it.
(c)You asked for a service to be done in a certain manner, or you asked for alterations to a product against our advice, or you were unclear about what you wanted despite our thorough questionnaires and comment submission opportunities.
(d) Any other exemptions that may apply under the Australian Consumer Law.
6. Contact Us
If you wish to speak with us about this policy or about any refund, repairs, or replacements, you may contact us at: email@example.com.