Return and Refund Policy
At Joanne Tiffany Pty Ltd, we strive to provide our customers with high-quality products and excellent customer service. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our return and refund policy carefully before making a purchase.
General Information & Change of Mind Refunds: Our website and product images are indicative only, and actual colors and finishes may vary from computer-generated web images. Descriptions of products on our website are provided to us by our suppliers and are used by us in good faith. If you are in any doubt, please contact us first for clarification before placing an order. We can only offer change of mind refunds under certain circumstances, subject to our approval. Change of mind refunds/exchanges must be unused, in undamaged original packaging, complete with all accessories/paperwork, and in resalable condition.
Returns Process: You must contact us before sending any products back to request a Return Merchandise Authorization number (RMA) and the address of the correct warehouse to return the items to. Returns received without the correct RMA or sent to the incorrect warehouse will not be processed. Customer is responsible for organizing and paying for return.
Incorrect Product Received: Please contact us immediately upon receiving your item, and we will organize to collect the incorrectly delivered item and deliver a replacement ASAP.
Product Damaged on Arrival: We try to package products carefully and mark them as fragile, but on rare occasions, couriers and delivery partners do not treat packages with the care they deserve. If a product you ordered is damaged on arrival, please contact us immediately upon delivery with a photograph and description of the damaged item. We will organize collection and a replacement as quickly as possible.
Warranty Requests: All products sold by Joanne Tiffany Pty Ltd are covered by a full warranty from the Australian brands we sell. If a product you ordered from us develops a fault, please contact us with a detailed description of the issue, and we will help you submit a warranty claim.
Items that do not require installation by an electrician have 24 months back to base warranty (excluding light globes). You are entitled to a refund or exchange for faulty items, however the costs associated with a claim (i.e freight and or postage) are to be absorbed by the customer. We will require faulty goods to be returned to us before any refund or exchange can be issued. For Warranties on items that require installation by a qualified electrician please contact us for further information before having the item uninstalled.
Refund Process: When the return is received in our warehouse it will be inspected. If the item is in new/re-saleable condition, you will receive a refund within 7 business days (to the payment method used to make the original payment) minus any charges/fees (as described below: 15% restocking fee, postage cost ). You will be responsible for delivering the item back to us by your cost (we recommend using an insured service to avoid any issues with lost packages).
Please Note:
You must request to return/exchange an item within 14 days of your order.
A restocking fee will usually apply to change of mind returns/refunds. The restocking fee is 15%.
If you would like to exchange for another product or receive store credit, we may be able to reduce or waive this restocking fee.
If you received discounted or free delivery with your original order, the actual delivery cost will be deducted from your refund.
Custom/clearance/special sale and specially ordered items cannot be returned due to a change of mind.
All marketplace products are covered by our MyDeal Refund Guarantee
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