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Returns & Refunds

What is the Max Sparrow Returns Policy?

The Max Sparrow Returns policy covers all private purchases made from the MAX SPARROW website. The Returns period will commence from the date of order and applies to any reason, including a change of mind. The Returns Policy is dependant on the progress an order has made from the warehouse to the delivery address:

Cancelling an order prior to delivery

  • If an order is cancelled within 24 hours of processing payment, a credit note for the full order amount will be issued
  • If an order is cancelled following this 24 hour period, a credit-note will be issued, less $200 restocking fee per piece.

Returning an order post delivery (up to 7 days)

  • Items returned post delivery are subject to credit-note less all shipping charges (delivery and collection) and re-stocking fee ($200 per item)

Credit notes will be issued once the goods have been returned in the condition they were received.

Credit notes will not include:

  • If an order is cancelled within 24 hours of processing payment, a credit note for the full order amount will be issued
  • If an order is cancelled following this 24 hour period, a credit-note will be issued, less $200 restocking fee per piece. 

If you’d like to know the initial/return costs of a furniture item, please email max@maxsparrow.com

The Returns policy does not apply to Trade orders. See trade policy for more details. 

Homewares Returns

The restocking fee for homewares items is 20% of the original product purchase price. For bulky items such as lighting or rugs, delivery fees may be applicable.

Faulty Items

Faulty items are subject to a repair, replacement, credit-note or refund are dependent on individual circumstance and at Max Sparrow’s discretion in line with Australian Consumer Law. 

The Returns Process

Email your order reference number along with a short explanation of why you wish to return the product and any further detail or feedback and one of my expert consultants will be in contact to explain next steps.

Please note, items must be returned in the condition they were delivered and in the unlikely case if they don’t, a credit-note may not be issued for any item not deemed to be re-saleable. Odds are, everything will be just fine.

What happens if an item arrives damaged?

I run a tight ship and have a stringent Quality Control process, but sometimes, rarely, almost never, accidents happen and goods are damaged in transit.

This is why it’s important for you to inspect your items when they arrive and then sign for them in the presence of the delivery company. Take your time when inspecting your pieces and be fully confident in their arrival condition.

In the unlikely scenario that you identify any damage, not to worry, I have experts on hand to repair any minor damage. For any damage not deemed ‘minor’, I have an expert Product Support team more than adept at finding a tailored solution for you. My third-party delivery partners will take the item from your home and then get in contact with my team.

What if I find a defect after the 7 Day Period?

My Returns Policy is additional to other rights and remedies available to consumers under the ACL.

The Competition and Consumer Act 2010 and similar legislation in Australian States and Territories may confer rights, guarantees and remedies on you in relation to the provision by us of goods or services, which cannot be excluded, restricted or modified. We do not exclude these rights but we exclude all other conditions and warranties implied by custom, law or statute.

This means, although I cannot accept returns for change of mind, if you identify a fault or defect after the 7 Day period, my Product Warranty covers most instances of damage, and any other cases are likely remedied without breaking too much of a sweat.

Can I Change an Order?

If you need to change your order, please email and I will determine the progress of your items in the production schedule to work with you on options.

What is the policy on Floorstock items?

I enjoy an interior refresh as much as the next person and a floor stock sale does allow me to indulge myself. As my showroom floorstock pieces are sold as-is and in most cases are not in original condition, I cannot offer a refund for change of mind. For this reason, I require you to pay me a visit in my showrooms to inspect the quality of these often "last chance" designs. 

 

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