Change of Mind Returns & Exchanges
We understand that sometimes you may change your mind. EMU Design accepts eligible change-of-mind returns or exchanges within 15 calendar days of purchase or delivery, subject to the conditions below.
To be eligible for a change-of-mind return or exchange:
- The product must be unused, uninstalled and in its original condition.
- The product must not have been cut, drilled, modified, marked or damaged in any way.
- All original plastic wrapping, protective film, packaging and labels must remain intact.
- The product must be returned in the same condition in which it was supplied.
- Proof of purchase is required.
- The return must be requested within 15 calendar days of purchase or delivery.
EMU Design reserves the right to refuse a change-of-mind return or exchange if the product does not meet the above conditions.
Cut, Modified or Installed Products
We cannot accept change-of-mind returns or exchanges for products that have been:
- cut to size;
- drilled or modified;
- installed or partially installed;
- damaged after collection or delivery; or
- removed from or returned without their original protective packaging where this affects the condition of the product.
We strongly recommend checking the colour, size, quantity and finish of all products before cutting or installation begins.
Colour & Finish
Due to the nature of decorative products, slight variations in colour, grain, pattern or finish may occur between batches, samples, photographs and the actual product.
Customers should inspect and confirm the product and colour before installation or cutting.
Return Delivery & Collection Costs
For approved change-of-mind returns or exchanges, the customer is responsible for any transportation, delivery or collection costs associated with returning the product to EMU Design.
Original delivery charges are generally not refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Products
If you believe a product is faulty, damaged, incorrect or does not meet applicable consumer guarantees, please contact us as soon as reasonably possible with:
- your proof of purchase;
- photos or videos of the product; and
- details of the issue.
We will assess the matter and provide an appropriate remedy in accordance with the Australian Consumer Law.
Nothing in this Returns & Exchanges Policy excludes, restricts or modifies any rights or remedies that you may have under the Australian Consumer Law.
Before Installation
Please inspect all products carefully before installation, cutting or modification.
Check the:
- product type;
- colour and finish;
- dimensions;
- quantity; and
- condition.
If you believe there is an issue, please contact EMU Design before proceeding with installation wherever reasonably possible.
Contact Us
For return or exchange enquiries, please contact EMU Design with your invoice or order number and details of the products concerned.