Returns Policy

Thank you for shopping with us. We are committed to providing high-quality products. Please read our Returns Policy carefully to understand your rights and our obligations regarding returns, exchanges, and refunds. Terms used in this policy have the meaning given to them in the Terms of Use unless otherwise specified.

1. Exchange or Credit Note

We celebrate the artistry of handmade items, including our selection of pillows crafted from mural fabrics. Due to the nature of the materials and the handcrafted process, each pillow may feature slight variations in pattern and colour placement from the photographs displayed on our website. These differences are not faults but rather unique characteristics that make each piece one of a kind. Please keep in mind that your purchase may differ slightly in appearance, as part of the beauty of handmade work.

You are welcome to an exchange or a credit note within 7 days of receiving your purchase. Please contact us strictly within this timeframe at shop@studiotaliroth.com to ensure we can honour this policy.

However, please note:

  1. We do not offer refunds for change of mind.
  2. Items returned for exchange or credit must be unused, in original packaging, and in original condition. We reserve the right to either deny the exchange or credit request for items not meeting these criteria, or we may charge a handling fee, which will be deducted from the issued credit.

2. Returns for Exchange or Credit Note

If you would like to return an item due to a change of mind for an exchange or store credit:

  1. Please pack the item securely to prevent any damage in transit and send it to us within 7 days of receiving your purchase.
  2. Original packaging is required, and any damage incurred during return shipping will affect eligibility for credit or exchange.
  3. Our Customer Service team can assist you with recommendations for safe shipping options, but we do not take responsibility for lost or damaged returns.
  4. Upon receiving your returned item, we will inspect it to ensure it meets our return criteria. Once approved, we will issue your exchange or credit note within 10 business days.

3. Defective or Faulty Products

Due to the handmade nature, each piece is unique. Small variations, such as slight differences in texture or finish, are part of the charm of handmade items and are not considered faults.

However, if a product arrives defective or damaged, you may be eligible for a repair, replacement, or refund, depending on the circumstances. Please notify us as soon as possible by emailing us at shop@studiotaliroth.com with the following information:

  1. Order number;
  2. Proof of purchase in the form of a receipt from us or a credit card statement;
  3. Description of the issue; and
  4. Photos and/or video of the product and defects, if applicable.

4. Steps to Request a Return or Refund

  1. Contact Us: Reach out as soon as possible and no later than 10 business days after receiving your product.
  2. Assessment: Once we receive your request, we will assess the product and verify if it meets the criteria under Australian Consumer Law.
  3. Return Authorisation: If eligible, we will provide you with instructions for returning the product. Please do not return any product without prior authorisation, as this may affect the outcome of your request.

5. Return Shipping Costs

For approved returns, we will cover reasonable return shipping costs if the product is deemed faulty, defective, or not as described. For any other issues, return shipping costs are your responsibility.

6. Early Cancellation

If you cancel your order prior to the order having been shipped, or if applicable, customised, you will be eligible for a full refund and you will not be responsible for any costs and charges associated with returning your products to us.

7. Exclusions

  1. Subject to the Australian Consumer Law, we reserve the right to refuse returns in situations where:
    1. products are damaged due to misuse, accident, or abnormal use;
    2. there is no fault found after inspection;
    3. claims are made outside the applicable timeframe; or
    4. the return related to the following items (unless faulty):
      1. gift cards;
      2. earrings;
      3. customised or personalised products;
      4. special order items;
      5. unpackaged socks, tights, underwear or socks;
      6. perishable food products; or
      7. sale items.
  2. We do not offer refunds, exchanges, or returns for change of mind. Please select your items carefully and contact us if you have any questions before making a purchase.

8. Australian Consumer Law (ACL)

Our returns and refunds policy complies with the Australian Consumer Law (ACL), which provides you with certain rights and remedies if a product has a major or minor fault. Your rights under the ACL are in addition to any manufacturer warranty and cannot be excluded by this policy. To the extent any part of this policy is inconsistent with the ACL it will be severed and read down to the extent of the inconsistency.

9. Contact

If you have any questions or need assistance, please contact us by emailing shop@studiotaliroth.com.

10. Policy Updates

We may update this policy to reflect changes in our processes or Australian Consumer Law requirements. Please review this page periodically for updates.

Last updated: November 2024