RETURNS  

CHANGE OF MIND RETURNS 

​We stand behind the products we sell on The Feelter, therefore if an order doesn’t meet your expectations we will happily refund you, as long as the product is returned unused in its original condition within 30 days of receipt. This includes the product manual and packaging. 

Please be mindful not to assemble or modify a product before returning it; otherwise, we will not be able to refund your purchase. The Feelter is also unable to refund, and return an item where the packaging or product is returned damaged or marked.

The following terms apply to change-of-mind returns:

• Shipping fees - unless otherwise stated, all clients are responsible for return shipping costs and original shipping fees will not be refunded. 
• Damaged items - If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.

The following items are not eligible for change of mind returns:

1. Sale and clearance items 
2. Altered goods
3. Items that are no longer in their original condition and packaging
4. Pre-order items. Read up on our pre-order policy here. 

FAULTY OR DAMAGED GOODS RETURNS 

​We aim to always represent and dispatch quality products. If you believe the item you have received is faulty, please email us as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault. Please advise us within seven days of receipt of the faulty item, to allow us to resolve the matter quickly by arranging an exchange, repair or refund.

If an item is found to be faulty or damaged, is covered by your rights under Australian consumer law, or our extended product warranty, we are happy to facilitate either a return or replacement, depending on the item, and the issue at hand. 

For seriously damaged goods, The Feelter is unable to organise returns. If under warranty, we will organise a replacement or refund as appropriate. This refund may come in the form of a store credit or gift card, notwithstanding your rights under ACL. 

INCORRECT ITEM RETURNS 

​If you have received an item that is not what you had originally ordered, please email us immediately, quoting your order number, name and address, details of the product received and the product originally ordered, and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.

ORGANISING RETURNS 

​Please email info@thefeelter.com within 30 days of receiving your order should you wish to return it. Depending on the type of return, such as a change of mind return, you may need to pay return shipping fees before we organise collection. Once payment is received, we will usually email you a return packing slip or label to be affixed to the product in question. We request all clients print the label and attach it to the parcel you wish to return. 

When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email and returns form as proof of purchase.

While we will generally sue a courier for return services, for smaller items like homewares, you may be required to drop them off at an Australia Post Office.

OUR RETURN ADDRESS

​5 Hunt Street, Coburg, VIC 3073 

ORDER CANCELLATIONS 

GENERAL 

If your entire order was in stock at the time of purchase, you can cancel your order at any time before the item has been packed by our distribution team or dispatched. Please contact us in writing at info@thefeelter.com. 

In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our distribution centre and provide you with a refund, less the dispatch and return shipping fees. 

PRE-ORDER CANCELLATION 

In most cases, we are not able to offer refunds for cancelled pre-orders. We encourage you to read our specific pre-order policy here. 

WARRANTIES

OVERVIEW - STANDARD WARRANTY 

Aligned with Australian Consumer Law (ACL), we provide the following warranties on our products: All items are backed by a 12-month standard warranty. For more information on Australian Consumer Law and your rights, please visit the ACCC website. 

Currently, unless otherwise stated, we do not provide commercial warranties on our products.

THREE-YEAR EXTENDED WARRANTY 

In addition to your rights under ACL, we also offer a 3-year extended product warranty for an additional 10% of RRP.

This warranty is available for items purchased for private and residential use only, and does not cover products intended for use in commercial environments. We do not currently offer extended commercial warranties beyond the standard 12 month warranty.

If you are looking to order a product with an extended warranty, please contact our friendly customer service team before ordering. Our best contact is: info@thefeelter.com 

WARRANTY SPECIFICS 

Considering your rights under ACL, our product warranty does not cover the following:

• Normal wear and tear including minor blemishes, fading, dents and chipping.
• Damage from abuse or unintended use.
• Damage to packaging.
• Damage resulting from improper maintenance, eg. failure to steam clean your couches regularly.
• Modified goods, ie. you have made unauthorised alterations to your item.
• Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).
• Marble and natural stone products.
• Minor changes in dimension, colour, and finish. 
• Variation in products produced from natural materials eg. Natural timber table tops with variance in grain texture or quality. 
• Minor differences between products ordered at different times. For example; a Fireside Sofa in Faux Suede No.29 has a slightly different colour to another sofa of the same material that arrived at an earlier time. This can happen between different dye batches in the production of the fabric and is not considered a fault.  

NATURAL TIMBER PRODUCTS

Unless covered by general ACL, our product warranty does not extend to natural timber products. Specifically, we will not refund, exchange or accept the return of goods for perceived defects relating to timber anomalies or figures including curl ripples, growth stripes and rings, mineral streaks and pin knots. These are all considered natural features of the material and do not constitute defects. 

We are more than happy to liaise with clients throughout the production process to ensure that you receive an item that is of a high standard. If you have any queries relating to natural finishes, please do not hesitate to contact our friendly customer care team. 

A more detailed explainer on natural timber products can be found here.

FIBREGLASS PRODUCTS 

It is crucial to note that, given the handmade nature of fibreglass production, each piece, while similar, possesses a distinctive finish and form. We view these variations as inherent to the item's unique qualities rather than design defects. Consequently, we do not offer refunds for perceived differences in finish or form. Should you have any concerns about ordering fibreglass products, we encourage you to reach out to our friendly customer service team for additional information and assistance.