Return & Refund Policy

Overview:

We are committed to your satisfaction and aim to ensure a positive shopping experience. We kindly ask that you pay attention to the following guidelines:

1. We encourage you to familiarize yourself with our refund, return, and repair policies, as well as your rights under Australian consumer protection law. This will help you fully understand our processes and make an informed decision when purchasing.
2. Once you receive your order, whether delivered or picked up in-store, we would appreciate it if you could check the goods promptly. This will allow you to verify whether the product meets your expectations in terms of quality and description. If you notice any issues or discrepancies, please do not hesitate to contact us immediately. Our team is committed to providing you with the necessary assistance and support to resolve any issues.
3. Before placing an order, please take a moment to carefully review the details and specifications of the product you have selected. If you have any questions or concerns, please seek assistance from our staff.

Order Cancellation:

We kindly ask that you carefully consider your choice when purchasing discounted items. Please note that floor stock and discounted items are non-refundable. We strongly recommend that you inspect them on the day of purchase to ensure you are satisfied with their quality and condition.

If you need to cancel an order, please be aware of the following terms:

1. Order cancellations fall into two main categories: online order change of mind and product damage. Each category is subject to specific conditions and procedures.
2. Production Start: If your order has already entered the manufacturing process at the time of cancellation, you may incur a cancellation fee, which could be up to the full purchase price, as determined at our discretion.
3. Post-Delivery Cancellation: Please note that this condition only applies if the product is significantly damaged. If both parties agree to cancel after delivery, a repackaging fee of $180.00 will be charged. Additionally, all return shipping costs will be borne by you.

Custom-made orders cannot be cancelled or modified once production has started, and the payment obligation remains unchanged.

If a customized contract is signed by both parties, the specific terms will be governed by the contents of the contract.

Change of Mind Returns – Online Orders Only:

We offer a 30-day change of mind policy for eligible purchases. If you change your mind before the item is shipped, you may begin the return process for a full refund. If the item has already been shipped and the return request is within 30 days from the date of delivery, you may still choose to return the item, but a 20% cancellation fee will be charged to cover associated costs. Refunds will be issued in the form of store credits.

Please note that some items are not covered under our “change of mind” policy, including:

• Accessories and umbrellas
• Items marked as “Clearance” or products discounted by more than 40% off the recommended retail price (RRP)
• Floor stock and display items
• Any display items acquired from our showroom or warehouse sales
• Special orders and custom-made products

Pre-shipment Cancellation:

If you need to cancel an online order before it is shipped, please contact us immediately by phone or email. You will receive a refund in the original payment method or in the form of store credits. Please note that if the item has already left our warehouse, our [Shipped Goods] policy will apply.

Returns for Delivered Items:

Our commitment to customer satisfaction extends to a 30-day return policy for online orders, starting from the date of receipt. Store credits will be issued for these returns.

Terms and Conditions:

To qualify for a return and store credit, the following conditions must be met:

• The item must be returned to us unopened, sealed, and in its original packaging. Accessories such as cushions or throw pillows must remain in their original sealed packaging, unopened and undamaged, in a condition suitable for resale.
• All costs related to the return are the responsibility of the buyer.
• Store credit will be issued after the returned item has been received and successfully inspected.
• For both standard and free delivery purchases, return shipping costs will apply and will be deducted from the total store credit issued, based on the shipping cost incurred for the return.

The image below illustrates the standards we use to define an item as unopened and sealed:

Damaged Goods:

If you find damage to your goods after receiving them, we kindly ask you to follow these guidelines to ensure a quick resolution:

Before confirming receipt, we kindly request that you carefully inspect all items for any possible damage. If any items arrive with obvious and significant damage to the packaging or the product itself, please document the damage with photos or videos, immediately refuse the delivery, and email us the photos or videos (including the invoice number). If you decide to cancel the order, please note that a minimum cancellation fee of 20% of the total amount will apply. This fee is to cover any costs incurred before the cancellation.

Damage Caused by Customer:

If the damage is due to the customer’s fault, we are prepared to offer repair services or replace the refurbished product, but a corresponding fee will apply.

Other:

For other cases, please refer to the “Defective Products” section for the appropriate resolution.

Defective Goods:

Missing Items:

If any parts are missing from the product, please report the missing part along with a description. We will take immediate action to resolve the issue and arrange for a replacement as soon as possible.

If the missing items are due to Uno Pick Outdoor’s responsibility, we will cover the costs of returning the missing goods received by the customer.

Wrong Items:

If you receive the wrong items, please follow these guidelines to ensure a quick resolution:

• If you find the wrong item during delivery:
  Please inspect all items carefully before accepting the delivery. If you discover that the item is incorrect, please take photos or videos of the issue and refuse the delivery. Email us the evidence and invoice number for further assistance.
• If you discover after delivery that the item is incorrect:
  If you find that the item received is incorrect after delivery, please email us the relevant photos and videos within 24 hours. Additionally, provide a detailed description of the error so we can resolve the issue promptly.

Uno Pick Outdoor is responsible for covering the costs of returning the wrong item received by the customer.

Damaged Goods:

If you find damage to your goods after receiving them, we kindly ask you to follow these guidelines to ensure a quick resolution:

• If you discover damage after delivery:
  If you find any damage to the goods after delivery, please immediately initiate a report process. This requires a full description of the observed defect, along with supporting photos or videos that effectively illustrate the issue. It is best to send this notification via email within 24 hours of delivery.If the defect is determined to be a manufacturing defect, we will work towards facilitating a resolution. This may involve arranging for the damaged item to be repaired or assisting in the replacement with a refurbished item. If a replacement is not possible, store credit will be issued. To expedite this process, we kindly ask that you keep the damaged item in its original, unused condition until further instructions are provided. Alternatively, you may choose to keep the item and receive compensation for the diminished value due to the issue.Please note that Uno Pick Outdoor will cover the costs of returning the damaged items.

Other Guidelines:

1. Defective Product Return Period: Defective products must be returned within seven (7) days from the pickup date.
2. Difficult-to-Return Products: If returning the product is difficult due to size, damage, or installation issues, please contact us to arrange an inspection to evaluate the condition of the product.
3. Assessment and Repair Timeframe: For damaged products sent for repair, an evaluation and/or repair will be carried out within a reasonable timeframe. Although we may provide an estimated repair timeframe, please note that this may vary due to factors beyond our control, such as the availability of repair materials and differences in the description of the faults.
4. Return Costs: For damaged goods, you are responsible for delivering the damaged goods to the store at your own expense, or you will be responsible for covering all associated costs, including labor, assessment, and shipping fees (e.g., if the goods are assessed as damaged due to misuse or accident, or if your rights under Australian Consumer Law or any manufacturer warranty are not applicable). We may provide an estimate of the costs, but this may vary due to factors beyond our control.
5. Goods Must Be Returned Unopened and Sealed: To ensure a successful return, please keep the goods unused and in their original condition with packaging, accessories, and manuals intact. If your return does not meet our standards, we will notify you. If you are unsure about the condition of the items, please contact us before returning them.
6. Replacement with Refurbished Goods: In some cases, products submitted for repair may be replaced with refurbished items of the same type instead of being repaired. Refurbished parts may also be used for repairs.
7. Minor Imperfections and Variations: Our sustainable sourced materials, including recycled teak and concrete tables, reflect our commitment to offering environmentally friendly options to our valued customers. Since these products are made from natural materials and carefully handcrafted, please be aware that minor imperfections and variations are inherent in these products and should not be considered grounds for a refund or exchange.
   • Teak and other natural materials:
     Due to the nature of natural wood, products may feature varying patterns and wood grain. During normal use, wooden parts may develop cracks, splits, or other imperfections, and prolonged exposure to sunlight and wear may lead to discoloration and/or loss of gloss.
   • Marble and Stone Slabs:
     Items containing marble and stone slabs may have slightly inconsistent patterns due to the natural characteristics and aesthetic variations of the materials.

Consumer Protection and Your Rights under Australian Consumer Law:

Consumer guarantees are non-exclusive and apply in addition to any extended warranty or voluntary warranty (defect warranty) provided to you. However, in certain circumstances, you may not be entitled to remedies, such as if you misuse the product or use it in a way that causes the problem.

If the product is defective within the first twelve (12) months, we will take the following actions:

1. If the defect is minor, we will, at our discretion, repair the product or provide a replacement service.
2. If the defect is major, you have the right to choose one of the following options: a. Keep the goods and receive compensation for any decrease in value caused by the issue. b. Reject the goods and receive a replacement or a comparable replacement item (if available). c. Reject the goods and receive a refund of the purchase price, excluding shipping and assembly fees.

To make a claim for a defective product, you must contact the store where you purchased the product and send an email with your name, address, phone number, details of the product purchased, and a description of the defect. You must immediately stop using the product once the defect is discovered and notify us within seven (7) days of the defect occurring. Please note that any costs associated with the return will be borne by you.

Amendments to Terms and Conditions:

Uno Pick Outdoor reserves the right to change these terms and conditions without notice.

Our policies are designed to ensure you are satisfied with every purchase. If you are not fully satisfied with your order, please contact us within the specified return period for assistance. For more information, you can email or call us. We are committed to providing excellent customer service and resolving any issues you may encounter promptly.