Returns, Refunds, Colour match policy.
Returns – If you receive any of our products and are not happy with what you receive you can send it back within 14days, in the same condition you received it. All you need to do is pay the shipping and we will refund you. Drop us an message and we can create a return label for you. Some remote routes may cost more than the flat rate $10 we charged you. In this case Australia Post may be a better option for you. Once we receive the product back in good condition we will refund you less the shipping cost.
- Shipping damage and loss – we use Sendle for our shipping that means your product is delivered by either Couriers Please or Aramex. Sendle has very detailed tracking system and is insured against loss and damage, see here. If you use a PO box number for the delivery address we can only use Australia Post, they are much harder to deal with for both tracking and any loss or damage issues. Please remember any loss or damage in transit is not our fault, we will however work with you to fix it.
- Colour match policy – we really want you to be delighted with our product, if for any reason your colour does not match we will work with you to get something that does. All we ask is be nice, we are people too. Please and thank you will get you a lot further than needy and demanding. We may ask you to contribute to additional shipping, but we will do our best to make you happy with your purchase. Even if you have ordered the wrong colour, we will try to help you fix it.
- Faulty product – we check every tube when we make it and before it leaves, but of course we are human and sometimes things go wrong. We will replace or refund any faulty product you receive.
- Email responses – we are very responsive to emails, if you have not received a reply in 24hours, we have not received it, so please follow up. Best email is info@colourtubes.com.au
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