FAULT OR DEFECT

We want you to be happy with your purchase from us. If you are unhappy with the goods in any way because of a fault or defect, please fill in the form provided with your order and contact customer service here within 14 days of receipt of your order. We’ll work with you to arrange a replacement or a refund. Once we’ve received your return we will process the goods to confirm the fault or defect.

Once we’ve confirmed the fault or defect, we’ll do everything we can to take care of your replacement or refund quickly. Returns with complete returns forms will receive priority.

For refunds it may take up to two billing cycles for the credit to appear on your payment method of choice. For replacements we will reship items as soon as possible, however your exchanged goods may take up to 14 working days to arrive.

Waverley Mills is not responsible for returns lost in transit to us.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. 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 fault.

For further information or to receive a copy of the returns form please contact us here.

 

CHANGE OF MIND RETURNS

Where you have simply changed your mind and no longer want the goods, you have the right to return your purchase and receive a full refund or credit provided you return the goods no later than 14 working days of receipt of your order in clean and unused condition. Returns with complete returns forms will receive priority. You are responsible for shipping costs involved with the return, except in the case of faulty goods.

Once we’ve received your return we will process the goods to confirm they have been returned in unused condition with all labels and packaging. Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us in unused and neat condition within 14 days of receipt, we will not be able to process your return and may be entitled to make a claim against you.

We recommend that returned goods be sent via insured, traceable delivery for your protection. We will not be responsible for any goods which we do not receive.

Once the goods have been confirmed as suitable for return, we will notify you and process the refund, credit, or exchange. Refunds may take up to two billing cycles to appear on your payment method of choice. Exchanges will be shipped as soon as possible, and standard shipping times apply.

If you have any questions regarding returns, please contact us here with your order number.

 

CANCELLING OR CHANGING YOUR ORDER

Where you have changed your mind and wish to cancel your order, please contact us as soon as possible. We ship orders within 24-48 hours (excluding weekends). Once your order has been shipped, we may not be able to prevent delivery and our returns policy will apply instead.

If you need to update your address or change your order, please contact us as soon as possible as it may not be possible to make changes once your order has shipped.

If you wish to cancel or change your order or update your address, please contact us here with your order number.

 

STORE CREDIT

At our discretion we may issue you with store credit instead of a refund. This will be issued in the form of a gift card, with no expiry date.

 

CUSTOMISED PRODUCTS

Please note there is no right to cancellation on customised products. If you have any issues with a customised product, please contact us here to discuss further.

 

LIMITED EDITION PRODUCTS

Some products may be limited editions and, in these cases, we may not be able to provide an exchange for an identical product in the case of a fault or defect.

 

ORDER CANCELLATION

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

Item(s) not available
Difficulty in processing your payment information
Cannot ship to address provided
Duplicate order was placed

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact our Customer Service Team here for a recommendation.