Return and Refund Policy

At The Outmaker, we strive to provide you with high-quality outdoor furniture and exceptional service. We understand that there may be circumstances where you need to request a refund. Please read our refund policy carefully to understand the terms and conditions.

Returns for Changing Your Mind:

We want you to be satisfied with your purchase. If you change your mind and wish to return the products you bought, We will start processing your return request within seven working days, and the return time we accept is within 30 days after you receive the goods.If you apply for cancellation of the order before we ship it, we will process your refund in real time. If you apply for a return, we will process your refund in a timely manner after receiving the returned goods for inspection. However, the final crediting time depends on your issuing bank, and we will provide you with store credit.

You are responsible for covering the cost of shipping when returning items due to a change of mind, even if the original shipping was free or discounted.

The returned items must be in brand-new condition and securely packed in the original box.

The products must not have been used, assembled, damaged, washed, or cleaned.

Please initiate the return process by visiting the 'My Account' page and clicking 'Get Help' to request a return. Alternatively, you can contact our Customer Care team with your name and order number to arrange the return.

Issues with Faults and Damage:

If you receive a product with damaged packaging or a damaged product, follow these steps:

Document the damage with clear photos or a video.

Do not accept the delivery and get in touch with us immediately.

If you encounter problems such as missing parts, broken or faulty items, or issues that occurred during manufacturing:

Document the problem with clear photos or videos.

We will work with you to find a solution that aligns with your rights under applicable Australia. federal and state consumer protection laws.

Shipping Details: What You Should Know:

Here are important details about our shipping process:

We offer shipping across mainland Australia and Tasmania. For small islands, please contact us before placing your order. Trustworthy couriers are responsible for delivering your items in top-notch condition.

Trustworthy couriers are responsible for delivering your items in top-notch condition.

Our delivery team operates from 9:00 AM to 5:00 PM on your chosen day.

If you require delivery outside of these hours, on weekends, or during public holidays, contact our customer service for options and possible extra costs.

We deliver to your front door (ground floor) or your building's loading dock for multi-story places.

You will need to assist the courier driver in unloading your items to ensure a safe delivery.

Your items are packed in cardboard for protection during shipping. Please keep this packaging intact.

The courier will not unpack your items or remove the packaging, but you can recycle the cardboard through your local council's recycling bin.

Extra Charges:

Please be aware that additional charges may apply in the following situations:

If you are unavailable on the agreed shipping day, and a second delivery is necessary.

If the delivery or wait time at your location exceeds 10 minutes.

If we need extra crew to move your items to your preferred spot.

If you change your shipping address after your order has been sent out.

Customer Support:

If you have any questions or need assistance with your refund or return, please don't hesitate to reach out to our customer support team. We are here to ensure a smooth and hassle-free process for you.

Your Rights as per Australian Consumer Law:

Our products come with warranties that are protected under Australia. consumer protection laws. You have the right to a replacement or refund for major defects and to be compensated for any other reasonably foreseeable loss or damage. We will work with you to resolve issues in accordance with your rights under applicable federal and state consumer protection laws.

Cancellations:

You can cancel part or all of an order before it is prepared for dispatch. If you cancel before the dispatch process begins, you can choose between a store credit voucher or a refund for the products' cost, including shipping. Once the order is in the dispatch process, cancellation or changes can only be made if both parties agree. We recommend requesting cancellations as soon as possible after ordering, as once the items are shipped, cancellations are not possible. Items marked as 'made to order' cannot be canceled at all. For Next day, Fast Track, and Click & Collect items, no cancellations or changes can be made.After canceling the order, the refund will be returned to the original location within three working days.

Exchanges:

We do not offer product exchanges. To exchange a product, please return the item as per our Returns policy and place a new order for the desired item.

Our Rights:

We reserve the right to decline a return if we are not confident that you purchased the product from us or if the damage is not covered by our Faults & damages policy.

If you have any further questions or need assistance with your refund, return, or any other concerns, please do not hesitate to contact our customer support team. We are here to assist you.