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Siegware Shop Returns and Regund Policy

Last Updated: September 2024

Siegware Australia Pty Ltd, is committed to providing our customers with high-quality products and excellent service. This Refund & Returns Policy outlines the conditions under which you may return an item purchased from our online store (shop.siegware.com.au)

Australian Consumer Law

This Policy is provided in addition to your rights and remedies under the Australian Consumer Law (ACL). You are entitled to a refund or replacement for a faulty, incorrectly described, or unsafe product, and to a refund or compensation for a failure to provide a service within a reasonable time.

Our Returns Policy (in addition to your ACL rights)

Change of Mind Returns (Siegware is not at fault):

  • We will accept returns for change of mind within 10 business days from the date of delivery.
  • A ‘restocking and admin fee’ of 20% of your total order will be applied to all change of mind / no fault returns.
  • All return shipping costs will be borne by the customer.
Returns Window:
  • You may initiate the return process (return process is outlined below), within 10 business days from the delivery of the goods.
  • If more than 10 business days has passed, we may still consider your return request, however, we reserve the right to refuse the return and / or refund request.
Eligible Items for change of mind return:
  • In case of ‘sealed items’, the seals must be unbroken, unopened.
  • Items must be in their original state, without any signs of wear or tear.
  • We reserve the right to refuse returns of any item that does not meet the above criteria.

Defective or Damaged Items Returns:

  • We will happily replace any item that is defective or damaged upon arrival.
  • Please contact us within 7 business days of receiving your items, to report any defects or damages.
  • We reserve the right to refuse any return or refund if you initiate the ‘Returns Process’ (outlined below), more than 7 business days after the date of delivery of the goods.
  • In case of defective, or damaged product, we will cover the return shipping costs for defective or damaged items.
  • All return or refunds must go through the ‘return / refund’ process outlined below, so we can verify the identity of claimant.
Returns Process:
  1. Notify us about the faulty product: You must notify us of a faulty product within 7 business days from date of delivery. You can reach out to us via our publicised business phone number, +61 3 5368 1181 or via email, webshop@siegware.com.au.
  2. We will ask you to give us adequate information in a written format to initiate the return process. You can do this by filling in the return form on https://shop.siegware.com.au/returns .
    The necessary information to initiate a return or refund are as follows:
    • Proof of identity – We ask that you reach out to us from the same phone number or email address that you entered when originally placing your order.
    • Proof of purchase – We ask that you send us any receipts, emails and invoices to us to confirm your purchase
  3. Return Authorization: If the above step is satisfactory, we will issue a Return Authorisation for you and send further instructions via emails, on how to return the goods.
  4. Return Shipping: In case of faulty product return and/or refund, we ask that you confirm the shipping method and cost with us, prior to sending the product.

Our address for all returns is:
53A Haddon Drive Ballan VIC 3342

Refunds:
  • Once we receive your returned item and have verified that it meets the return criteria, we will issue a refund for the purchase price (excluding original shipping costs and any applicable admin and restocking fees) to the original payment method used.
  • If applicable, refunds will be processed within 10 business days of receiving your returned item.

Exclusions:

  • This policy is specifically for Siegware Web Shop customers (goods purchased from https://shop.siegware.com.au), it does not apply to wholesale customers.

Changes to this Policy:

We reserve the right to update or modify this Policy at any time. The changes will be effective upon posting the revised Policy on this web page.

Contact Us:

If you have any questions about our Refund & Returns Policy, please contact us:

  • Email: webshop@siegware.com.au
  • Phone: (03) 5368 1181

Need help?

Contact us at webshop@siegware.com.au or call on (03) 53681181 for questions related to refunds and returns.