At ACACIA, we want you to be happy with your purchase. If you change your mind about an item, we offer a 30-day return period, subject to the conditions below.
Nothing in this policy limits, excludes or replaces your rights under the Australian Consumer Law (ACL) or any other applicable consumer protection law.
1. Change-of-Mind Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return for a change of mind.
To be eligible for a change-of-mind return, your item must:
We reserve the right to refuse a change-of-mind return where the above conditions have not been met.
Our 30-day change-of-mind return policy does not affect any rights you may have under the Australian Consumer Law.
2. How to Request a Return
To request a return, please contact us at:
Email: info@acaciasc.com
Please include your order number and details of the item you would like to return.
Please do not send an item back before your return has been approved. We will provide you with instructions on how and where to return your item.
Return address:
4A Hunter Street
Fairfield NSW 2165
Australia.
Items returned without first contacting us may be delayed while we identify the order and determine whether the return is eligible.
3. Return Shipping Costs
For change-of-mind returns, the customer is responsible for the cost of returning the item to us unless we agree otherwise.
If the return is due to a faulty, damaged, incorrect or otherwise non-conforming product covered by the Australian Consumer Law, we will handle reasonable return costs in accordance with our legal obligations.
Where appropriate, please keep your postage or shipping receipt so that reasonable return costs can be assessed.
4. Damaged, Defective or Incorrect Items
Please inspect your order when you receive it and contact us as soon as reasonably possible if:
Please contact us at info@acaciasc.com and provide your order number, details of the problem and, where possible, photographs showing the issue.
We may need to assess the product before determining the appropriate remedy.
Where a product has a problem covered by the Australian Consumer Law, you may be entitled to a repair, replacement or refund, depending on the circumstances and whether the problem is major or minor.
For a major failure, Australian Consumer Law may give you the right to choose between a refund or replacement. For a minor failure, we may generally choose to repair or replace the product or provide another appropriate remedy.
We will not require you to return a faulty product in its original packaging were doing so would improperly limit your rights under Australian Consumer Law.
5. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
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 and compensation for any other reasonably foreseeable loss or damage.
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 failure.
These rights apply independently of our voluntary 30-day change-of-mind return policy.
We will not refuse a remedy required under the Australian Consumer Law simply because:
However, consumer guarantees may not apply where the problem was caused by misuse, abnormal use or another circumstance for which the customer is responsible, or where the customer was informed of a particular defect before purchase, subject to applicable law.
6. Non-Returnable Items
For change-of-mind returns, certain products may not be eligible for return were permitted by law.
These may include:
We will clearly communicate any applicable exclusions where required.
These exclusions do not apply to products that are faulty, defective, unsafe, incorrectly supplied or otherwise covered by the consumer guarantees under the Australian Consumer Law.
7. Sale Items
Sale, promotional and discounted items may be eligible for our 30-day change-of-mind return policy unless otherwise stated at the time of purchase.
However, purchasing an item on sale does not remove your rights under the Australian Consumer Law.
If a sale item has a fault or other problem covered by the Australian Consumer Law, we will provide the remedy required by law. Australian consumer guarantees cannot be excluded simply because an item was sold at a discounted price.
8. Exchanges
We do not routinely process direct exchanges.
If you would like a different product, size, colour or style because you have changed your mind, the simplest option is generally to return the original item under our change-of-mind return policy and place a new order for the item you would like.
If an item is faulty or does not meet the applicable consumer guarantees, we will assess the issue and provide the appropriate remedy, which may include a replacement, repair or refund.
9. Refunds
Once we receive your returned item, we will inspect it and notify you whether your return has been approved.
If your change-of-mind return is approved, we will process the refund to your original payment method.
We aim to process approved refunds within 10 business days.
After we process the refund, your bank or payment provider may require additional time to make the funds available in your account. Processing times can vary between financial institutions.
If you have not received your refund after the applicable processing period, please contact us at:
For refunds or remedies required under the Australian Consumer Law, we will process the applicable remedy in accordance with our legal obligations.
10. Proof of Purchase
We may request reasonable proof of purchase before processing a return or consumer guarantee claim.
Acceptable proof may include:
11. Return Condition and Inspection
For change-of-mind returns, we may inspect the returned item to confirm that it meets the return conditions described in this policy.
If the item does not meet those conditions, we may contact you to discuss the return.
The condition requirements for change-of-mind returns do not override your rights under the Australian Consumer Law where a product has a fault or other problem covered by the consumer guarantees.
12. Refunds for Lost or Undelivered Returns
If you return an item to us, we recommend using a tracked shipping service and keeping your proof of postage.
We are not responsible for a change-of-mind return that is lost in transit before it reaches us where the customer arranged and paid for the return shipping.
This does not affect any rights you may have where Australian Consumer Law requires us to cover return costs or otherwise provide a remedy.
13. International Orders
If we accept orders for delivery outside Australia, additional consumer protection laws may apply depending on the destination country.
Where applicable, we will comply with mandatory consumer rights that cannot lawfully be excluded.
14. Questions About Returns or Refunds
If you have any questions about our Refund and Returns Policy, or if you believe you have received a faulty, damaged or incorrect product, please contact us:
Email: info@acaciasc.com
We will assess your request and provide the appropriate assistance.
15. Contact Details
ACACIA Artisan
Email: info@acaciasc.com
Return address:
4A Hunter Street
Fairfield NSW 2165
Australia.
Important: Please contact us before sending a return so that we can provide the correct return instructions.