Refunds and Returns Policy

Faulty or Damaged Item

In the unfortunate event that products arrived damaged, or failed to meet merchantable quality, fitness for purpose or matching description, Sapphire Décor or our supplier will:

  • Offer a partial or full refund, or store credit voucher
  • Contribute to costs of repair
  • Compensate you for repairs done by you
  • Give you the product at discounted price
  • Send you replacement parts at no charge
  • Cover costs for collecting and returning of any damaged item which we have agreed to refund or replace at our cost

Some items on our website come with manufacturer’s warranty. We may assist you with warranty claims if you provide us with enough information about the damage or fault, such as, photographs and videos.

For refund claims, we do not consider minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws. We make the best effort to include information in the product description section of our website, for items that might have expected minor variations due to the manufacturing methods or the materials used. Additionally, we are not responsible for refund claims due to normal wear and tear, damages arising from improper use and assembly, and damages to external packaging.

For claims, please contact Sapphire Décor by email contact@sapphiredecor.com.au within 48 hours after receiving the product. Please include your order number, description of the issues, and photographs or videos showing the damage or fault.

All products returned must be packed in their original containers and if the products are soiled or damaged, the products may be rejected by the supplier or credited at a reduced amount in the supplier's sole discretion.

Wrong Item Delivered

If you receive an incorrect item, we will cover the cost of returning the item. We will replace the item without incurring additional costs. Please let us know as soon as possible.

Change of Mind

If you request a refund or cancellation of an order before we placed your order with our supplier, you can choose to get a store credit or refund in full. Refunds or exchange may not be possible after we placed your order with our supplier, or after you received the product. Gift cards are not refundable.

Order Cancellations

Whenever you make order, you will receive an automatic order confirmation email. This does not guarantee the product is available. In the unlikely event that the product is unavailable, we will contact you as soon as possible; and you can choose to get a store credit or a full refund.

Our shipping cost calculator uses real-time freight carrier quotes to estimate the cost of shipping. In rare cases, the estimated shipping cost might be much smaller than the freight charges we received. In these cases, we will contact you to request additional shipping fees or cancel the order before dispatch and refund you in full.