Our Return Policy
Returns
It is very important to us that you are happy with your purchase. Goods may only be returned or exchanged where they are faulty or damaged and Ashdene must be notified within 48hours after delivery of such items. You will receive a replacement item in accordance with the manufactures warranty provisions and if a replacement item is no longer available a similar item, equal to or better will be offered as an alternative. There are no cash refunds.
Faulty or damaged items must be returned in their original packaging and in unused condition.
Please keep all packaging and manuals supplied with the product in good, original condition. All items, faulty, damaged or non-damaged, must be returned with its proof of purchase, original packaging and manuals, in its original condition. We reserve the right to inspect all returned items, and to charge a $50 handling and administration fee if the condition of the product was found to be misrepresented by the customer.
Prior to returning an item, please contact us for further instructions. Please note returned items must be well packed for return journey or may be considered to have been damaged on the return and therefore, not replaced.
How to make a refund claim
To make a refund claim for damaged goods, you must first notify our staff indicating which product(s) are damaged or incorrectly supplied, along with your contact details and purchase order number. Our staff will then contact you with further instructions on how to complete your refund claim.
Exchange of Non Damaged Goods
We will exchange goods that are unused items at our own discretion where the order was supplied correctly and in good order, (a 20% restocking fee will be charged for all products returned) only if the packaging is in its original condition and the goods are returned within 5 working days of delivery. The item you return must be in new, unused, unmarked and saleable condition. However, all shipping charges for and associated with the return of the item must be paid for by the customer. You agree that you shall make no claim against us for any delay in delivery or any damaged product delivered to you as a direct or indirect result of events beyond our control.
Ashdene will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to read and follow all instructions and advice or warnings given by the manufacturer or supplier.
Enquires
If you have any questions regarding any portion of this agreement, or if you have any other enquiries please contact us via email at customerservice.au@ladelle.com
