Thanks for shopping at Bird on the Hill Designs.
If you are not entirely satisfied with your purchase, we're here to help.
We know that it can be hard to choose a colour for your home, and sometimes, when it arrives, you just know it isn’t going to work!
It’s ok - we want you to be sure, so that you love living with your newly painted and decorated furniture. Read our policy below regarding exchanges/returns for change of mind, what to do if you think your item is faulty, or it’s damaged when it arrives.
Returns For Exchange
You have 21 calendar days to return an item from the date marked as delivered via your Australia Post tracking.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
We do not offer exchanges for items marked as discontinued/end sale for limited edition items.
Your item needs to have the receipt or proof of purchase included (such as the packing slip or invoice that accompanied your order). Please contact us at info@birdonthehill.com.au asap to advise of your intention to return &/exchange.
You are responsible for the return postage if you choose to return goods for an exchange, however we will then send the requested, exchanged goods to you for a flat rate of $10.00, and also provide you with a voucher via email for free shipping for your next order with us.
Please ensure you package goods safely for transit - we will not exchange goods that have been damaged during shipping if showing evidence of not being packaged correctly/soundly.
If you have any questions regarding the above process, please don’t hesitate to contact us via email.
Once we receive your item, we will inspect it and will immediately notify you on the status for your item/s.
We will then organise dispatch for exchange of goods asap - you will receive a notification when dispatch has occurred with a tracking number for your parcel.
Returns For Refund
You have 21 calendar days to return any items you would like to receive a refund for.
To be eligible for refund, goods must be unused, and in the same condition that you received it, and your item/s must be in original, undamaged packaging.
We do not offer refunds for items marked as discontinued/end sale for limited edition items.
You will need to include proof of purchase with your return - such as the packing slip/invoice that accompanied your original order.
You are responsible for the return postage if you choose to return goods for refund, however, we will provide you with a voucher via email for free shipping for your next order with us.
Please ensure you package goods safely for transit - we will not refund goods that have been damaged during shipping if not packaged correctly/soundly.
If you have any questions regarding the above process, please don’t hesitate to contact us via email.
Once we receive your item, we will inspect it and will immediately notify you on the status of your refund after inspecting the item/s.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit usually within 2-7 business days, depending on your card issuer's policies, or payment method you used for the original purchase (ie. Paypal, or Afterpay).
* PLEASE NOTE: we do not offer refunds for Gift Cards.
Our Workshop bookings also have a different refunds policy which you will be notified of prior to payment for any of our workshop experinces.
Faulty/damaged Goods For Return.
If you receive goods that have been damaged in transit, and the damage will not allow the items to be used in the manner intended, or you feel that any items you have received are faulty, please contact us via email atinfo@birdonthehill.com.au to inform us of the issue with the items.
PLEASE NOTE:
Notification of goods damaged in transit, or faulty items should be reported within 5 business days of receipt of goods.
If notification for faulty items is received after this time, refunds will be considered on a case by case basis, depending on how item has been used, stored, maintained etc...
We do not automatically refund or exchange for items that have been used, and do not refund, partially, or otherwise for finishes that do not meet customer expectations, or when user error &/or misuse of products may be a component of the issue.
We require photographs of any damaged/faulty items - this is especially useful for items that have been damaged in transit.
If any items are deemed damaged or faulty, we will then contact you to organise either refund, or shipping of replacement items to you asap at the expense of Bird on the Hill Designs.
CUSTOMER RESPONSIBILITY:
If items are broken, or unusable due to damage sustained during transit, (ie: packaging of outer box/satchel is visibly damaged) customers will need to lodge a claim with Australia Post as well as notifying Bird on the Hill customer service. We are not able to initiate this - it is the responsibility of the receiver of the goods to do so. Once this process is underway, please contact us asap to organise replacement of your items.
If the refund is requested due to a colour not being as you expected, the cost of return is your responsibility, and you will be issued with a coupon for free shipping for your next order once we have received the returned item/s. Please note, that even though we try to represent colours as closely as possible in digital and printed images, it is very difficult to represent many of the colours perfectly due to the restrictions of mass printed documents, and individual browser settings on digital devices. We strongly recommend the purchase of the sample size colours in both our paint ranges before deciding on colours for large projects.
IMPORTANT- PLEASE READ: Disruptions in postage due to the ongoing issues with high volumes of parcel post within the Australia Post network during Covid-19 lockdown periods may cause longer than expected delivery times for many areas of Australia.
This is out of our control, and we ask for your patience in this matter.
Tracking your parcel via the Australia Post app or webpage is the most effective way of seeing where your parcel is. We do not have access to any further information than what you can see. Australia Post has told commercial customers that in peak, busy periods, recording of scanned items may take a longer period to occur, if at all, so this will mean that all information displayed on the Australia Post app may not be current.
