Returns

The Ameli Home returns policy outlines our policies and procedures, in addition to your rights under the Australian Consumer Law which we will always adhere to.

PRE-ORDERS

Pre-order items are purchased in advance and will be delivered within the timeframe stated on each product page. We work with a reliable manufacturing partner we have partnered with since day one, and we are confident in the timeline provided. We will always endeavour to meet this timeframe; however, unforeseen delays can occasionally occur during shipping. If anything changes, we will communicate updates throughout the pre-order period.

Please note that we are unable to accept order notes, amendments, or requests for colour, dispenser, or accessory changes on pre-order purchases. All pre-orders will be shipped exactly as originally placed in the system and as per your order confirmation. This policy does not affect your rights under Australian Consumer Law; you are entitled to a refund or replacement if a product is faulty, does not match its description, or arrives significantly later than advertised.

CHANGE OF MIND

We do not facilitate order cancellations, returns or refunds for change of mind for in-stock or pre-order items. 

We want you to be delighted when your Ameli Home order arrives, and we understand how important it is for you to receive exactly what you were expecting, whether that is the colour, size or look of the product.

We pride ourselves on providing detailed and accurate product and colour design information on each product listing on our website, so please be sure to read all information carefully, and refer to the true image photography on each product listing, to showcase the true colour of the image.

You can also refer to our social media pages for user generated content to showcase the products in different homes, light and applications, however please do be mindful of filters and colours that may be edited. Our website will always be the best place to refer to for accurate colour representation. If you have any questions at all about our products, feel free to email [email protected] to ask us before you make your purchase.

FAULTY OR DAMAGED GOODS

We facilitate refunds at no out of pocket expense to you. We will refund or exchange faulty products in accordance with Australian Consumer Law. Please inspect your order upon receipt and contact us as soon as reasonably possible if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

The process:

  1. Please send an email with your order number and contact details to [email protected] detailing the issues (with photography or video where possible to speed up the process for you). For faulty items, please advise whether you would like a replacement or refund.
  2. Where possible, we will resolve the issue without needing you to post the item back.
  3. If required, we will send you a return label to post the item back to us with no out of pocket expense to you.
  4. Once the product has been received at our office, we will assess it and provide a credit note, refund or exchange.
  5. For approved refunds, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If an exchange or credit note is deemed more appropriate, or requested by yourself, we will email you the credit note immediately, or send the replacement item/s usually within 3 business days of receipt.
  6. If you paid with Afterpay, the Afterpay payment plan may be cancelled as opposed to issuing a refund or credit note.

In accordance with Australian Consumer law, for minor problems, we reserve the right to provide a replacement or refund at our discretion. We have the right not to offer a credit note, exchange or refund where the goods have become of unacceptable quality a result of your misuse, damage or neglect. Defective products can be returned within a reasonable timeframe (the length of which may depend on the circumstances). Please note, we are not responsible for lost, stolen or undelivered returned parcels.

We understand how stressful the returns process can be, so we want to make it easy for you. Our primary focus is you and your happiness so please let us know if there is anything else we can do for you throughout this process.

UNDELIVERABLE ITEMS

If a parcel is returned to us because delivery was not completed due to an incorrect or incomplete delivery address supplied by the customer, refusal or non collection by the recipient, or failure to pay required customs duties or respond to courier delivery instructions, the parcel will be classified as “returned to sender.”

In these cases, you may choose either:
• a refund of the order value minus the original shipping cost and a restocking fee, or
• to have the parcel re-sent, with the full cost of re-shipping payable before dispatch.

Restocking fees:
• $5 AUD for domestic (Australian) orders
• $40 AUD for international orders

The restocking fee covers the time and costs associated with picking and packing the original order, receiving and processing the return, restocking items, handling postal administration in our systems and lengthy liaison with postal services for International orders.

This policy does not affect your rights under the Australian Consumer Law in relation to faulty or mis-described goods.

REPLACEMENT SPRAYS AND PUMPS

Whilst our bottles, trays and caps have been carefully designed to be used over and over again, our sprays and pumps have a shorter lifespan. It is recommended to regularly clean the pumps and sprays with warm water, and this will often fix any issues. If this doesn’t fix the problem, we will replace any faulty pumps or sprays as required, within 12 months of purchase, please email [email protected] to request your replacement and attach relevant photos or videos.