STORE POLICY

Wrong product delivered

Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know within 3-5 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

Faults and damages

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately via email athomeremedy@gmail.com

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, within 3-5 days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself. The products you purchase from us also come with guarantees under the Australian Consumer Law which cannot be excluded. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:

Normal wear and tear
Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly)
Damage arising from abnormal use or abuse
Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
Damage to external or product packaging only
Damage occurring during your own handling and transportation of goods

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We exclude, to the fullest extent possible under law, all implied terms, guarantees and warranties whether statutory or otherwise, relating to the subject matter of these Terms.

You represent and warrant to us that we will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation or lost time) in contract, tort, under statute or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.

Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.

To the extent permitted by law, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question.

Cancellations

You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped).

After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering.

Once products have been shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.

Exchange

Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our Returns policy and place a new order.

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults & damages policy.

Warranties

We may provide a warranty against defects, and/or structural or other specific warranties, in respect of selected products only, for certain periods of time (e.g. 1, 3, 5 or 10 years) from the date of purchase from us.

Such warranties will only apply to products purchased from us where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product.

Manufacturer warranties

In some cases, products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. Where you experience an issue with a product that comes with a manufacturer's warranty, the manufacturer will generally be able to provide a faster assessment and remedy than us.

Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than contacting us. If you would prefer that we assist you or you're unhappy with the resolution of your issue, please contact us for help.

Privacy

The Privacy Policy available on our website informs you of our practices regarding the collection, use and disclosure of any information we collect from or about you. Our Privacy Policy forms part of these Terms. We process information about you in accordance with our Privacy Policy. By using our website, you consent to such processing and you warrant that all data provided by you is accurate. In order to purchase through our website, you will be asked to provide your personal details, including, your real name, billing address, shipping address, mobile phone number and email address. You will also be required to provide us with payment details so you can purchase products from us. By entering your payment details you warrant that you are the authorised account holder and that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.

Force Majeure

We shall not be responsible for any delay, suspension or failure arising out of any circumstances outside of our reasonable control, including but not limited to, acts of God, governmental actions or restrictions, shipping, postal or other relevant transport strike, postal theft, failure or accident, lockouts or other labour difficulty, war or national emergency, epidemics, pandemics, quarantine requirements, acts of terrorism, fire, explosion, flood, an act or omission of a third party, inability to obtain any necessary materials, equipment, facilities or services, the failure of performance provided by others, interruption of the internet or a website or social media platform (such as Facebook), or virus, accidents or breakdown of plant, machinery, software, hardware or communication network.

Applicable law

These Terms are governed by the laws of New South Wales, Australia and are subject to the non-exclusive jurisdiction of the courts of New South Wales. Our website is available only to people who can form legally binding contracts under applicable law.

Relationship

No agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship is intended or created between you and us by these Terms.

Severability

If any provision in these Terms is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of these Terms which will continue in full force and effect.

Payment Methods

Credit / Debit Cards - PAYPAL