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returns + exchanges
homewares:
No exchange permitted without receipt. Exchange permitted for online store credit only. Refund permitted only if item is faulty. Exchange or return strictly within 14 days of purchase
furniture + custom orders:
conditions:
our 14 day exchange/return policy does not apply to furniture. Furniture purchases cannot be exchanged, cancelled or returned.
change of mind:
please choose carefully as we do not accept return or exchange if you simply change your mind or make a wrong decision.
measurements:
please ensure you measure your space correctly, we will not accept return or exchange for items that have been measured incorrectly.
payment:
ur place requires 100% payment prior to ordering goods. orders will not be processed and goods released until full payment is received.
lead times:
lead times will vary depending on the item ordered and our suppliers turnaround times. we will endeavour to have your item within the specified time frame however some delays may occur that are outside of our control and our suppliers control. we will notify and keep you updated of any delays arising and ur place will not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
handmade disclaimer:
by purchasing our products, you acknowledge that there may be a variation in material, colour, finish, craftsmanship and slight dimension between each piece and between the items displayed in our showroom. some of our products are handmade, antique + unique. we see this as a mark of the artisan or part of the story of the item. we do not see this as a fault of the item and exchange/return will not be permitted based on this. it is your responsibility to thoroughly inspect each item prior to purchase.
inspection of goods:
all items must be thoroughly inspected on delivery and any damages must be reported to ur place staff within 24 hours of receiving. ur place will not be responsible for any damages unless we are notified within this time frame.
faulty or damaged items:
if item is defective or damaged, you must email us + advise within 24 hours of receiving your item. if the item is faulty we will cover the shipping cost back to us.
general:
our products are suitable for domestic use only. all outdoor based products are recommended to be used undercover outdoor and to be stored away when not in use and not left exposed to the elements.
stock levels:
in the rare case that ur place and / or our supplier cannot fulfil your order due to stock levels/oversold/sold out - ur place will refund any monies paid in full to the customer. we will also endeavour to find an alternate product/s for you to choose from if you wish.
custom orders:
a custom order is defined as both products which are either made to individual specifications or ordered in specifically for a customer.
warranty:
all workmanship is guaranteed for two years from the date of purchase. fabrics are not covered by this warranty. warranty does not cover damage caused by negligence, wilful damage, acts of God, misuse or failure to care properly for goods.
return/exchange:
please shop carefully as we do not offer refunds for change of mind purchases, products may be returned for an exchange or credit note only. this policy is non-negotiable.
our policy lasts 14 days. if 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange or store credit.
to be eligible for an exchange or credit, your item must be unused and in the same condition that you received it. it must also be in the original packaging.
handmade disclaimer:
we specialise in the unique + handmade. yes they have imperfections + yes they have flaws + that's exactly why we love them. it is the mark of the artist + artisan that you are buying + supporting. some of our products are made from natural materials and therefore differ from item to item. if you are unsure about a product, please contact us prior to purchasing to discuss.
non-returnable items:
gift cards
bed linen* (hygiene reasons)
any item not in its original condition, is damaged or missing parts for reasons not due to our error
any item that is returned more than 14 days after delivery
to complete your return/exchange:
contact us FIRST within 14 days of purchase by email - hello@urplace.com.au
we will provide you with a return approval number + instructions on where to return this to.
we require a receipt or proof of purchase
shipping:
to return your product, AFTER obtaining a return approval number, you will be responsible for paying for your own shipping costs for returning your item. shipping costs are non-refundable.
if the package does not reach us safely and undamaged, we will not be able to complete the return/exchange so we strongly recommend you use a tracked shipping method for safe delivery. please ensure you package your item securely. depending on where you live, the time it may take for your exchanged product to reach you, may vary.
when shipping an item back to us we strongly recommend using a trackable shipping service + purchase shipping insurance. we don’t guarantee that we will receive your returned item.
refunds (if applicable):
we only refund items if they are defective or damaged. 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
late or missing refunds (if applicable):
if you haven’t received a refund yet, first check your bank account again.
then contact your credit card company, it may take some time before your refund is officially posted.
next contact your bank. there is often some processing time before a refund is posted.
if you’ve done all of this and you still have not received your refund yet, please contact us at hello@urplace.com.au.
sale items (if applicable):
sale items cannot be returned or exchanged