Returns and exchange policy.

Customer satisfaction is our priority

At Dyad Artisans, customer satisfaction is our priority.

We offer refunds, repairs and replacements in accordance with Australian Consumer Law and the terms set out in this policy.

Any benefits set out in this policy may apply in addition to consumer rights under the Australian Consumer Law.

Please read this policy before making a purchase so that you understand your rights and what you can expect from us in the event that you are not happy with your purchase.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

• We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
• The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
• If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
• Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
• If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
• If a product or service which you purchased from us has a failure that does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

Change of mind

In the event that you change your mind, we may, at our discretion, offer you a refund or exchange provided that:

a

You notify us within 14 days of receipt.

b

In the case of products, the said product has not been used.

c

In the case of products, the said product has not been damaged.

d

In the case of products, you return the said product with its original receipt.

e

In the case of services, the services have not already been performed.

f

The following additional conditions are satisfied: in case of product refunds, all shipping charges as incurred by Dyad Artisans will be deducted from the original purchase price.

Discounted items: Any purchases subject to a discount, promotional offer or negotiated price reduction are eligible for exchange only.

Exceptions

Notwithstanding the other provisions of this policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

• You misused the said product in a way which caused the problem.
• You knew or were made aware of the problem(s) with the product or service before you purchased it.
• You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

Shipping cost for returns

In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we will bear any costs of shipping the said product back to us, as well as any costs of shipping any replacement product to you.

You are responsible for organising shipping or transportation of the returned product to us. If the returned product is eligible for a repair, replacement or refund under the terms of this policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the returned product upon sighting of a receipt for said costs.

If the returned product is too large, heavy or otherwise difficult to be returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this policy (including under Australian Consumer Law), then we will organise for shipping or transportation at our cost.

In the event that we organise and pay for the shipping or transportation of a returned product and it turns out not to be eligible for a repair, replacement or refund under the terms of this policy (including under the Australian Consumer Law), then you will be required to pay the costs of that shipping or transportation.

Response time

We aim to process any requests for repairs, replacements or refunds within 5 days of having received them.

How to return products

You may contact us to discuss a return using the details below. Please note:

• We will pay any refunds to the same account or credit card as was used to make the original purchase unless otherwise determined at our sole discretion.
• You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
• You may be required to present identification in order to be eligible for a refund, repair or replacement.