Refunds and Returns
Before finalising your purchase, please familiarise yourself with our refund and cancellation terms. Read them thoroughly and contact us if you need further assistance. All prices quoted on this website are in Australian dollars (AUD)
As we make and pack all goods ourselves, each item must pass a number of quality control checks before it is dispatched from us. We take all reasonable measures to ensure that we do not dispatch faulty goods. If there is a problem with your order upon arrival, please notify us as soon as possible after receiving your goods.
Schedule 2 of the consumer and competition act 2010 (CTH); the Australian Consumer Law (“ACL”) may give you rights, warranties, guarantees and remedies relating to the provision of goods or services by us to you which cannot be excluded, restricted or modified (“statutory rights”). In summary, the ACL provides that goods should match their description, be of an acceptable quality and be fit for purpose. Services should be provided with acceptable care and skill, be fit for purpose and be delivered within a reasonable time. In the event that these consumer guarantees are not met, you may have right to a repair, replacement or refund of the goods, or to cancel a service or compensation. All implied conditions or warranties in relation to the goods or services are excluded so far as is permitted by law, except for these statutory rights. Our liability for any breach of this agreement is limited to: the supplying of the goods or services to you again; the replacement of the goods; or the payment of the cost of having the goods or services supplied to you again.
CHANGE OF MIND AND OTHER REFUNDS
Please choose carefully as we only offer refunds as required under the ACL. We do not offer refunds if you change your mind, make a wrong selection or if the postage time is not to your liking. We also do not offer a refund, repair or replacement on items where they have been misused by you after your purchase. Customised orders will also not be refunded, repaired or replaced if you go against our advice, or fail to clearly explain your needs to us.
REFUNDS, REPAIRS AND REPLACEMENT PROCEDURE
If your item is found not to match a description, not to be an acceptable quality, or not to be fit for purpose please contact us for a refund, repair or replacement. When contacting us, please provide proof of purchase and a clear photograph of the problem for us to assess. Please email this information to firstname.lastname@example.org and return the item within 5-7 days of receiving a return authority from us. Once you have notified us and we have determined that a refund, repair or replacement is possible, all items must be shipped to:
Hooked in a Box
PO BOX 30
Beechboro, WA 6055
We recommend that you send the items via traceable post or courier to ensure they are received by us, otherwise contact us to arrange collection. When returning any item for refund or repair, please ensure that you include all of the broken parts where relevant. Whilst we use our reasonable endeavours to repair your goods and return them to you within 21 days, this may not always be possible and we will notify you when it is not. We will assess all returned items on receipt and any items deemed to be misused will not be accepted. We reserve the right to ask you to demonstrate that you did not cause or create the fault or damage to the item by misusing it. Refunds will be credited via your original method of payment. If you are entitled to a refund but you would prefer an exchange to the equivalent value of the item, we are happy to do this for you.
Due to the character of the natural materials we use, repairing your item might not be possible. All repairs will be carried out on a case-by-case basis. We are also unable to replace items with the exact one purchased as our pieces are created from natural materials, which have inherent colour and grain variations. You acknowledge and agree that these sorts of variations will occur in your repaired or replacement item.
CANCELLATIONS OF ORDERS
Any order, except customised orders that are cancelled within 24 hours of payment confirmation will be eligible for a full refund. Customised orders cancelled within 24 hours of payment are eligible for a partial refund consisting of 50% of the product price. Any cancellations made after 24 hours will not be eligible for a refund other than of the shipping costs.