Returns & Refunds
Our Returns Policy
At Sage House we want our customers to be completely satisfied with their purchase and we understand that you may need to return a product. To assist we have outlined the Sage House returns policy key points below.
We recommend you read our Returns Policy as well as our Terms and Conditions prior to making a purchase from Sage House, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Sage House adopts the same approach. The type of remedy we can offer may also vary depending on how long it takes you to return the product to us.
For any product return, please follow our returns Returns procedure. This includes products that carry a manufacturer's warranty. Any cost incurred by you in returning the item to Sage House will be borne by you.
We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact us at: firstname.lastname@example.org.
Change of Mind
Please choose carefully as full refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. Nonetheless, as part of our 100% satisfaction guarantee, we can provide either a credit or exchange under these circumstances, as long as the item is returned to us in salable condition and meets the criteria outlined in our guarantee.
Please retain your receipt
In order to obtain a refund, credit or exchange from Sage House, including those products which carry a manufacturer's warranty, you must have clear proof of purchase - e.g. a receipt or website confirmation email.
If we are not 100% certain that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return or refund.
Sage House will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase.
Goods Damaged in Transit
If any product ordered by you arrives damaged or is not of acceptable quality you may have rights under our Refund Policy to have the product replaced or to receive a refund or credit for the price paid by you for the product. If your order arrives damaged, please contact us at email@example.com immediately.
Where Sage House considers the service level by our nominated third party courier company to be unsatisfactory, any shipping costs to return the goods to Sage House will be at Sage House’s cost.
Returns and Repairs
You may return goods we have delivered to you by mail. Please contact us on firstname.lastname@example.org initially for further advice.
Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
Goods returned will be assessed within a reasonable time. You may be provided with a refund or replacement product depending on the nature of the return.
You may also be required to pay freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.
The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine remotely (for example if it is an electrical or battery item), we will need to consult with the manufacturer or distributor to determine the fault and resolution.
The manufacturer or distributor will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer or distributor, the manufacturer or distributor will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired within a reasonable time frame
- There is a major fault found and the customer is to be offered a replacement, credit or a refund
- The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to you.
Where the manufacturer or distributor’s assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer or distributor in relation to this assessment.
Unfortunately, Sage House cannot offer a refund, credit or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Sage House, the manufacturer or distributor.
If the product does not match its advertised description, Sage House will provide you with a choice between a credit to the value of the item purchased or an exchange.
When applicable, refunds will be made by Sage House via the method of payment you used to make your online purchase or via store credit. Whether to grant a cash refund or store credit is at the discretion of Sage House. Refunds will normally be processed within seven (7) days. If you are granted an exchange for the reason of not having proof of purchase, you will be given an exchange or credit to the value of the lowest recorded system price as its purchase date cannot be determined.
Where you have any questions or concerns relating to your order, please immediately contact us on email@example.com.