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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 will:
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 email@example.com 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 the order is submitted for processing, you can choose to get a store credit or refund in full. For change of mind returns, the customer will cover the costs for order processing and handling, delivery fees, and return shipping costs (if we agreed to organize this); the total amount will be determined case by case.
For returns, please contact Sapphire Décor by email firstname.lastname@example.org within 48 hours after receiving the product. Please include your order number, reason of return, and photographs or videos showing the received product.
All products returned must be packed in their original containers and if the products are soiled or damaged, the returns may be rejected.
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.
All deliveries are made during normal business hours Monday to Friday. A post office box address is not accepted.
All our products are sent directly from our warehouses in Sydney and Melbourne.
Some of our products are heavy and fragile, they might require a special delivery arrangement. All the shipping cost calculated on our website assumes all deliveries are made to the ground floor. If the delivery is different from this, such as, high rise building, or with restricted access, please notify us with email (email@example.com), or using the ‘contact us’ form on the website. Please include the order number in your message. A special delivery might attract additional shipping fee, we will advise you the additional costs (if any) before processing your order. Alternatively, you can contact us to discuss the shipping options before making the order.
In most cases, we expect delivery to be completed within 3 – 10 business days.
We will email you the tracking information as soon as the item is dispatched. For some heavy item, we use specialized carrier who will contact you before delivery to organize suitable date.
If no one is at the delivery address to receive the shipped item, the freight carrier will leave a missed delivery advice card or they will leave the item in safe place (if available).
Receipt of Delivery:
If you received a faulty or damaged product, contact us within 48 hours of receipt of the goods by email: firstname.lastname@example.org. In addition to photos, your message should include, a detailed description of the fault or damage, your full name and contact details, and the order number. Also, please keep all packaging so that the item can be returned in the original packaging. Please refer to the Refunds & Returns Policy for more information.