Can I return a custom ordered item?
Custom items are not eligible for return, exchange or refund, unless the product has a defect. Please check your sign off’s on design/’s and quantities carefully.
Can I return a store sale item?
Yes unless it is a discontinued product as we will occasionally put them on sale to clear the remaining stock. These clearance items will be clearly advertised and cannot be returned or refunded.
Who pays the postage for a return?
The cost of returning an item for a refund is your responsibility. We recommend using a trackable method as both you and us can track the return if there are any problems. Liability for the return is with you until we have received the item(s).
How do we process refunds?
We aim to process returns within 2 working days of their arrival back to our head office address. Our warehouse staff will then check your return and original order details and if the returns are in an acceptable condition, we will process a refund back to your original payment method within 3 working days.
What if I am sent a defective item?
All our products undergo stringent quality checks from the beginning of their manufacturing process. Faults can occur however from time to time that slip through the quality checking processes. In the unlikely event that you do receive a defective item, please notify us within 7 days of receiving the item. We will typically request you return the faulty item to us for replacement, or refund if it is no longer available. If we have agreed an item is clearly defective we will refund your reasonable postage costs. In cases where the customer has chosen not to accept an item(s) for reasons of their own choosing or against our assessment, the cost of returning the item(s) is born by the customer.
What about currency fluctuations for refunds?
As all our transactions are processed in AUD we are unable to account for foreign currency fluctuations. In the unlikely need to refund the transaction will be based on the original purchase AUD price. We apologise for any inconvenience this may cause.
A return address will be given after you contact us and make a return claim.
Note: Please only return items once you receive a confirmation from Astro Visual.