Please take care when placing orders. Customer service is our highest priority however we process large volumes of orders every day and due to the nature of our automation in most cases we are unable to stop an order shipping once the order is placed.
We don't place many restrictions on returns however if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns however there may be a restocking fee and you will be required to cover the cost of return postage.
Cancellations of "pay over time" orders may incur a cancellation fee as some providers do not refund merchant fees. We only charge the amount we are charged.
As per consumer law we are unable to accept returns on items such as mattresses and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error). For the most cost effective returns on items up to 25kg and up to 1.2M at the longest point we recommend www.sendle.com.au . Returns of larger items can be very expensive so please choose carefully.
Made to order items such as seat covers cannot be returned. (Excluding warranty items or any cases we make an error)
Please notify Exclusive Trading Group within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty or return process. Submit your details by going to Resolution Centre
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return an item item without our approval. We will issue you with a RMA (Return Merchandise Authority) that will include an address for shipping. We ship from multiple warehouses so please do not return an item to the address on the parcel.
We will provide the correct return address when the RMA is issued.
To make a claim or return an item, we ask you to describe the issue precisely and provide some evidence to support your claim, and advise whether you are requesting a replacement, repair, refund or credit.
Refunds generally take up to 2 working days to process, upon receipt of returned goods (unless advised by us a return is not required) and we will notify you once the refund has been processed. However, please allow an additional 5 working days for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
We thank you as by co-operating with our procedure we can ensure an easy return or warranty claim process.
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