Shipping, Returns & Warranty

Shipping

Delivery of items is subject to availability, and we cannot accept responsibility or liability for any item it is not able to supply. However, we will offer you a store credit for any item that is unexpectedly delayed. Most of the orders are generally shipped from our distribution centres located in Melbourne, the next working day after the full payment is received.

Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1 -2 working days after receipt of cleared payment).

Our delivery partners and ourselves cannot guarantee a delivery on any specific dates or times as this is not something under our control.

Undeliverable Postcodes

We try our best to deliver to Australia wide. However, there are still a few postcodes that are undeliverable for some products. An extra shipping fee will be charged for some supplier products if the order can be delivered. Those orders with no shipment service will be cancelled and refunded automatically with email notification. Kindly contact your our team for more information if you need the item to be delivered to the remote areas to ensure your order to be processed successfully.

Returns

What comes under Seatscape Returns?

Warranty Claims
Missing Parts / Item
Damaged upon Arrival
Quality Issue
Change of Mind / Customer Does not Like Product (Two-way shipment & 15% Restocking applies on Refund)

Change of mind refund requests

We do not accept change of mind refund requests for:
1. health and safety products;
2. bulk purchases (including by pallet) or
3. products that are opened (i.e. are not unopened in their original packaging).
Otherwise, we only consider a change of mind refund request if this is made within 10 days after the item is delivered to the customer. As a customer, you must notify us of a change of mind refund request within these 10 days. If this does not occur, the change of mind refund request could be rejected.
Some products are subject to a different change of mind policy, therefore confirm this policy with us before purchase if you have concerns.
All items returned to Seatscape as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.
If a Change of Mind Refund request is accepted by Seatscape, we will refund the item price minus:

- Initial and return shipping fees (if applicable)
- 10% restocking fee
We are unable to arrange the return shipping for some items and if applicable, you will need to arrange the return shipping at your own cost.
If we are able to arrange the return shipping for you, we will provide a pre-paid return shipping label and deduct this fee from your refund.
A return quote will be arranged specifically for your order including associated fees and the refund amount.

Change of mind request procedure

You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
Please send an email to info@chocolate-curlew-747241.hostingersite.com with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why you would like to return the product.

For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.

Any delivery delay should be reported to us within 25 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws.

Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Product Recalls

In the event of a product recall, we will advise you of the relevant procedure.

PLEASE NOTE: no exchanges or returns are offered for sale items. We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

Warranty

Seatscape generally offers a 12-month warranty which can be differed accordingly based on the manufacturer’s warranty period.

You are required to contact Seatscape within 10 business days if the item arrives damaged. Please also mention a detailed description and provide images or a short video of the damaged product to proceed with a replacement or refund process.

To make a claim, please provide your order number or copy of the tax invoice. You must describe the issue exactly and give proof to help your case, and state whether you are requesting a replacement, repair, refund or credit.

The warranty for products is completely discrete and Seatscape entertains any claim only according to the product manufacturer’s policy. All claims are analysed by our team members before taking any decision. Any claim will not be entertained if the concerning product is not used as guided or damages caused to.

What does the warranty cover?

Manufacturers or company defect
Faulty product
Quality control issues

What does the warranty not cover?

Improper handling of the product (Negligent unpacking)
Not following proper guidelines for installation
Intentional or unintentional damage to the product
Intentional or unintentional physical damage or cosmetic damages
Any damage or error that is not due to faulty construction/manufacturing.
Damage caused by unattended children or pets
Commercial use of non-commercial equipment (unless stated by the manufacturer)
Unsupervised use of the product

In case of damage or fault occurs due to the user’s negligence, we do not cover the shipping cost for repair or offer replacement of the product.

What can you claim?

In case of a faulty product or a manufacturer defect, you can claim either one of them,

Replacement of the product or a part of the product that may be faulty
Refund (As per seller’s guidelines)
Partial Refund (to be finalized by our Returns team)

How to lodge the claim?

Seatscape has a dedicated Returns team that manages all post-sale issues or concerns regarding any order. We try our best to solve returns as quickly as possible. Returns follow a different method and unlike sales, it is not straightforward. We request you to kindly deal with the returns with patience and cooperation as we will be logging all the reasons, claims, proof to improve our quality/delivery standard to avoid such instances in future. The Returns team reserves the right to demand all the details regarding the claim/product in the form of image/video (depending on the claim) to resolve it. If the customer fails to cooperate or does not provide enough material to assist the claim then the claim will be considered as a change of mind which will incur additional charges. Please contact our team at info@chocolate-curlew-747241.hostingersite.com

A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.

Please do not return the product unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.

Claim Type	Preferred Resolution	Alternate Resolutions	Return/Refund Remarks
Warranty Claim	Replacement with the new item	· Partial Refund (if agreed by customer) · Full Refund with Return	Return will be organised by considering product condition.
Missing Parts / Item	Dispatch Missing Parts / Items	· Partial Refund (if agreed by customer) · Full Refund with the Return if no spare parts available	–
Quality Issue	Refund	· Partial Refund (if agreed by customer)	If there is nothing wrong with the product or the customer fails to provide the necessary evidence, then the matter will be considered as a change of mind.
Change of Mind	Return	N/A	You are responsible to ship the product back to the warehouse. Once the item reaches the warehouse, 15% restocking fees will be deducted before the refund. If the return is organised by us then a two-way shipping along with restocking fees will be charged.
Customer Does not Like Product	Return	N/A	You are responsible to ship the product back to the warehouse. Once the item reaches the warehouse, 15% restocking fees will be deducted before the refund. If the return is organised by us then a two-way shipping along with restocking fees will be charged.
Lost in Transit	Replacement	Refund	Will be refunded in full if the product is out of stock or replacement not possible.
Damaged upon Arrival	Replacement	Refund	Return Label will be shared by us. Will be refunded in full if the product is out of stock or replacement not possible.

*The Resolutions/Remarks may vary when the Return is lodge considering all possible factors.