Shipping and Refunds Policy

Outridge & Bowe (ABN 33 933 454 228) (“we”, “us” or the “Business”) prides itself on providing products of the highest quality and is committed to customer satisfaction. This Shipping and Refunds policy describes generally how we manage shipping, product returns, exchanges and refunds. All the actions outlined in this Shipping and Refunds policy remain subject to our Website Terms of Use (www.outridgeandbowe.com.au/termsofuse). If you would like more information, please don’t hesitate to contact us by sending us an email to info@outridgeandbowe.com.au

Our products 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 compensation for any other reasonably foreseeable loss or damage. 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.

A product or good has a major failure when:

• it has a problem that would have stopped someone from buying it if they’d known about it;
  • it is significantly different from the sample or description;
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • it is unsafe.

Importantly, the rights described in this Shipping and Refunds policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

Refunds

If you have placed an order with us and wish to retract your order, we will provide you with a full refund, if we receive notice of the cancellation of your order before we have begun processing your order. If we have already started processing your order, then we are unable to provide any refund.

Subject to the requirements under the Australian Consumer Law, refunds will not be available in any other circumstances unless stated otherwise in this policy. If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us.

Exchange

Due to the nature of our products and with hygiene and safety primarily in mind, we are unable to accept requests for exchanges except in situations where we provide replacements as outlined below.

Replacements or Refunds

We are happy to offer you a replacement of the products only in any of the following situations:

• Subject to satisfactory proof being provided that the product was damaged upon arrival; or
• An incorrect item has been shipped to you.

Returns If you have any concerns or questions about our products, we strongly recommend that you contact us before placing an order with us.

If we receive the returned item, or written notice from you that you will be returning the item, within the first 2 Business Days after the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not we are at fault.

To consider if we are at fault; we would require you to send us an email with photos of what was received, a full description of what was supposed to be delivered and confirming your order number within 48 hours of receiving the product. We aim to respond to you within 48 hours of receiving your email. We reserve the right to request for more information from you as evidence including but not limited to a video of the damaged or incorrectly received item; or a FaceTime video to show us the damaged or incorrectly received item.

If we consider that we at fault, we will offer you a replacement product or process a full refund at your discretion. Should you wish to receive a full refund, please note that the refund will be only for the purchase price, excluding the shipping costs and will be processed to the original payment method within 10 Business days.

If we consider that we are not at fault, we will not offer you a replacement or process a refund.

What you must return to us

If eligible to receive a replacement or refund, you must first return the item to us along with its original packaging.

We will not be able to accept returns, if:

• You have a change of mind;
• If the product is not in its original packaging;
• If the product is used;
• If the product is a sale items; or
• Gift Cards;

Shipping

Processing Time

After placing your order, you will receive an order confirmation email from us. Your order will be dispatched from our NSW Central Coast studio within 3 Business Days from the date your order. This excludes custom orders. Orders placed on the weekend, or public holidays will be dispatched within 3 Business Days from the first Business Day after your order was placed.

Please note, there may be delays to your order being dispatched during busy seasonal periods, holiday periods, and/or promotional periods.

Incorrect Or Incomplete Delivery Information

It is your responsibility to provide correct delivery information to us when placing your order. For orders with an incorrect or incomplete information (i.e. delivery contact information or delivery address) we take no responsibility to re-deliver or replace the order at our expense or refund your order. Please review your order confirmation email as soon as you receive it and double check if the delivery information and address you have provided is correct.

If you require any changes to your delivery information or address, please email at info@outridgeandbowe.com.au as soon as possible.

If you notify us of a change to your delivery information or address after your order has been dispatched, unfortunately there is nothing we can do and we suggest contacting the delivery contact or delivery address you provided to arrange the pickup of your order direct with them.

Restrictions on Shipping

Currently we ship within Australia only. We do not ship to P.O boxes. You will need to provide us a valid street address for delivery.

Delivery Time

Your shipping rate is calculated at check out and is based on the suburb location you would like your order to be delivered to.

We currently use Australia Post to ship your orders. Once your order has been dispatched, the delivery times are outside of our control and can be affected by weekends, public holidays, busy seasonal periods and/or holiday periods.

As a guide, the estimated delivery times are as follows:

• Standard shipping across Australia: Typically delivers within 4-7 days after dispatch.
• Express Shipping across Australia: Typically delivers within 1-4 days after dispatch.

Please note that delivery to regional and remote areas may take longer than usual.

Order Tracking

Once your order has been dispatched from our NSW Central Coast studio you will receive an email notification confirming that your order has been shipped. This email will include a tracking number that you can use to track the delivery of your order through Australia Post.

Further Information

For any further information, please contact us at info@outridgeandbowe.com.au

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Definitions

Business Days

In this policy, “Business Day” means a day (other than a Saturday, Sunday or public holiday) when banks in Sydney, New South Wales are open for business.