Return Policy

YOUR CONSUMER RIGHTS

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please email us as soon as possible at hello@napoleonbay.com.au. 

FAULTY OR DAMAGED IN TRANSIT

We take great pride in the quality of our products, however in the unlikely event you discover your item to be faulty or damaged please contact us as soon as possible so we able to evaluate and process your claim and arrange suitable replacement, compensation or refund in consultation with you. If we require you to return the product to us, we will pay the cost of return. 

Please note the following:

- Some of our products feature intentional distressing or are made of reclaimed timber and these rustic elements are not considered faults.

- Products handcrafted with gold leaf; the finish may flake – this is not considered a fault. They are simply part of the natural beauty of the products.

- Many of our products are uniquely hand-made. In particular, the glass and ceramic products are either hand blown, or kiln fired. Under these manufacturing processes imperfections in finishes could be apparent and it is likely that no two pieces will be exactly alike.

DAMAGED IN TRANSIT

If you notice at the time of delivery that the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

Any reports of damages or faults upon delivery must be submitted in writing immediately to customercare@napoleonbay.com.au within 24 hours of the product’s arrival. Please include images of the product itself, consignment labels, and both the internal and external packaging for our consideration. Please be advised that by providing "Authority to Leave" instruction at the checkout, you take full responsibility for any damages or lost item/s.

INCORRECT ITEM DELIVERED

Very occasionally an incorrect item may be delivered to you. If this happens, please contact us as soon as possible at hello@napoleonbay.com.au so we can send you the correct item and arrange for the collection of the incorrectly delivered item at no cost to you.

CHANGE OF MIND REFUND ON ELIGIBLE PRODUCTS

If you change your mind, please notify us immediately for an approval and return the product within 7 days of buying an eligible product. Please contact us at customercare@napoleonbay.com.au to have a return approved by filling in a form. We reserve the right to deny refund to a sender without prior return approval.

Please note the following items ARE NOT ELIGIBLE for change of mind return:

  • Furniture
  • Mirrors
  • Wall Art
  • Lighting Products 
  • Some Home Decor Items

Unfortunately, we do not issue product exchanges or store credits for change of mind returns. To return a product for refund, you will be responsible for your own shipping cost. 

No returns on sale items or gift cards and cosmetic flaws made known to you before purchase.

*Eligible products include our Home Decor and Cushions & Throws categories; however, some exclusions apply to oversized/heavy/fragile items - these are noted on their individual product page.

Return process

Items eligible/approved for change of mind return must be sent to us within 7 days of the date they were delivered to you and be unused and in its original condition and packaging as was shipped to you. The item is not damaged, used, marked or otherwise. We reserve the right to reject any returns that do not meet these requirements. Once your return is received and inspected, we will refund you the amount you paid for the product. Shipping costs are non-refundable. The credit will be applied to your credit card or original method of payment. Please allow up to 21 days for the refund to be processed. 

We reserve the right to refuse returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items we cannot issue a refund. We strongly suggest you send your returns using a traceable method.

Warranty Claim

Napoleon Bay works closely with suppliers to ensure our products have appropriate warranties where applicable.

Please email customercare@napoleonbay.com.au to submit a warranty claim.

You may be required to send us images of the damage or fault to aid in our assessments. We will then contact the supplier to finalise your warranty claim. Please do not attempt to return an item before speaking to us (you may be responsible for any associated expenses).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.

*This policy is subject to change without notice.