RETURNS POLICY & REFUNDS
If goods received arrive damaged you must get in contact with our team within 7 days of receiving the items and provide reference photos to be eligible for replacement or a refund.
Returns or exchanges are not available on change of heart purchases.
Many products from our merchandise range are ‘made to order’ and therefore cannot be returned or exchanged, unless the Product is deemed damaged, in accordance with our Returns Policy and the Australian Consumer Law guarantees. In order to facilitate a return under these Terms and Conditions, Customers must e-mail email@example.com.
Returned Goods must be returned in their original packaging with all accessories, and must be in a re-saleable condition.
If you wish for a refund on a purchased ticket for an event, please apply through the ticketing provider for your request to be processed.
Change of Heart
As products sold by Ballarat Tweed Ride are made to order, we do not offer refunds or exchange due to change of heart.
We will exchange any damaged or faulty product if a request is made within a 7 day period. Please contact us at firstname.lastname@example.org to organise an exchange.
Faulty or Damaged Goods:
Where an item is found to be faulty within the first 7 days after delivery or is already damaged on delivery, and the customer notifies Ballarat Tweed Ride of that fault, then Ballarat Tweed Ride will either:
Replace or Repair the faulty Good at our discretion; or
If we are unable to provide a new replacement, Ballarat Tweed Ride has the option to offer a full or partial refund dependant on the amount of damage to the product.
Where a new replacement is available, and the customer elects to receive a refund instead of a replacement, the refund will be for the amount of the purchase price excluding the initial & return delivery cost.
If your item arrives with clear and noticeable damage to its packaging please take photographic evidence and bring to attention of delivery driver/provider. Where Goods are already damaged on delivery, Ballarat Tweed Ride requires photographic evidence of the damage to be e-mailed to email@example.com before authorising return of the Goods. Where Goods are already damaged on delivery, the customer should indicate this to the delivery driver when signing the proof of delivery and ensure it is noted on the proof of delivery.
Every effort will be made to have your order ready by any specified production and delivery time-frames. However, we take no responsibility for delay by Couriers or shipping agents.
Late or missing refunds
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 firstname.lastname@example.org