Returns

Change of mind returns

At Shoparachi, we want you to be satisfied with your purchases. However, if you find yourself wanting to return a product due to a change of mind, please adhere to the following guidelines:

1. Return Period: You have up to 30 days from the date of receipt to return the product.

2. Refund Type: For change of mind returns, we issue store credit.

3. Shipping Costs: You are responsible for the shipping costs associated with the return, regardless of any previous shipping promotions applied to your order.

4. Return Process: To initiate a return, simply contact our Customer Care team with your name and order number.

5. Condition of Returned Products: The product must be in 'as-new' condition, securely packaged in its original packaging. It should not have been used, assembled, damaged, washed, or laundered.

6. Exclusions: Certain products cannot be returned due to a change of mind, including:

• Made-to-order items
• Mattresses and bedding
• Clearance items
• Personalised items
• Seasonal products
• Gift cards
• Items for commercial or non-domestic use
• Items assembled or installed by Shoparachi or our contractors upon delivery

7. Processing Time: Once we receive your return and confirm its 'as-new' condition, we will issue a store credit voucher via email within 5 business days. This voucher will be equal to the price paid for the product, minus the initial shipping cost and any return shipping costs incurred by us.

8. Purchase Protection: If you opted for Purchase Protection on your order, you may have additional options for returns.

9. Validity of Store Credit: Store credit voucher codes are valid for one year from the date of issue.

10. Return Method: Please do not deliver returns in person to our depots, offices, or warehouse facilities. Instead, use our online Help Centre to arrange the return or contact us for assistance.

We strive to make the return process as smooth as possible for our customers. Should you have any questions or need further assistance, feel free to reach out to our Customer Care team.

Wrong product delivered

If you receive an incorrect product, please inform us within 3 days of delivery. We will arrange for the correct product to be sent to you and the incorrect product to be picked up at no cost to you.

Faults and Damages

• If a product or its packaging is significantly damaged upon arrival, refuse to accept the delivery and contact us immediately, providing photos or videos of the damage.
• If you notice missing parts, faults, defects, or damage after receiving the product, please contact us within 3 days of delivery, providing clear photos or videos of the issue.

Your Rights under the Australian Consumer Law:

As a consumer, you have rights protected under the Australian Consumer Law (ACL). These rights include guarantees that the goods you purchase will:

• Be of acceptable quality and not faulty or unsafe.
• Match their description.
• Be fit for their intended purpose.

Nothing in our terms is intended to limit or exclude your rights as a consumer under the ACL. You are entitled to:

• A replacement or refund for a major failure.
• Compensation for any other reasonably foreseeable loss or damage caused by our products.
• Have goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

Disclaimer and Limitation of Liability:

We exclude all implied terms and warranties of any kind relating to our terms, except where expressly provided or where required by the ACL.

We will not be liable in contract, tort, or otherwise for any loss, damage, costs, or expenses, including consequential, special, incidental, or exemplary damages, or for indirect or economic losses suffered or incurred by you, except where required by law.

Our liability to you for losses arising out of or in connection with these terms is limited to the total dollar amount of the products purchased by you, except where your losses are caused or contributed to by our acts or omissions.

Cancellations:

You may cancel all or part of an order before it reaches the dispatch processing stage, subject to our discretion. Once an order reaches this stage, cancellations or changes are only possible with our agreement. We aim to process orders quickly, so requests for cancellations should be made promptly. After products have been shipped, they cannot be canceled. Products described as 'made to order' cannot be canceled under any circumstances.

Exchange:

We do not offer exchanges. Simply return items following our Returns Policy and place a new order.

Our Rights:

We reserve the right to refuse a return if we cannot reasonably verify that you purchased the product from us or if we are not responsible for the damage according to our Faults and Damages policy.