Refund policy

At consiglioskitchenware.shop, we want customers to shop with confidence.

This Return and Refund Policy explains how we handle change-of-mind returns, damaged products, faulty products, incorrect products, missing items, exchanges, cancellations, and refunds.

This policy applies to products purchased directly through consiglioskitchenware.shop.

Nothing in this policy excludes, restricts, or modifies any statutory consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Australian Consumer Guarantees

Products supplied to eligible Australian consumers may be protected by consumer guarantees under the Australian Consumer Law.

Where a product has a major failure, the customer may be entitled to choose between an appropriate refund and replacement. For certain non-major failures, the business may generally have an opportunity to provide an appropriate remedy within a reasonable time.

Our voluntary return conditions operate in addition to these statutory rights.

30-Day Voluntary Change-of-Mind Returns

In addition to mandatory statutory rights, consiglioskitchenware.shop generally accepts eligible change-of-mind return requests made within 30 days after delivery.

To qualify for a voluntary change-of-mind return, a product should ordinarily:

• Be unused;
• Be clean;
• Be undamaged;
• Remain in substantially the same condition as received;
• Include original accessories and components;
• Include manuals or instructions supplied with the product;
• Include original packaging where reasonably possible;
• Not have been materially altered or modified;
• Be accompanied by reasonable proof of purchase.

Returned products may be inspected before a voluntary refund is approved.

The 30-day period applies only to our additional voluntary change-of-mind policy.

It does not impose a 30-day limit on rights customers may have under Australian Consumer Law.

Change-of-Mind Returns and Australian Law

Australian Consumer Law does not generally require a retailer to provide a remedy merely because a customer changed their mind, found an item cheaper elsewhere, or decided they no longer wanted an otherwise compliant product. However, where a business voluntarily offers a change-of-mind policy, it should follow that policy.

Our voluntary 30-day policy is therefore provided in addition to statutory rights.

Items Not Normally Eligible for Voluntary Change-of-Mind Returns

Subject to mandatory consumer rights, voluntary change-of-mind returns may not be accepted for:

• Personalised products;
• Custom-made products;
• Products modified to customer specifications;
• Products materially used after delivery;
• Products damaged through customer misuse;
• Products missing significant components;
• Opened hygiene-sensitive goods where resale would be inappropriate;
• Gift cards or stored-value products where offered;
• Products expressly identified as final sale for change-of-mind purposes.

These exclusions do not prevent customers from exercising statutory rights if a product is faulty, unsafe, materially different from its description, or otherwise fails an applicable consumer guarantee.

Faulty or Defective Products

If you believe a product is faulty, defective, unsafe, or does not perform as reasonably expected, please contact:

info@consiglioskitchenware.shop

Please provide:

• Your order number;
• The product concerned;
• A description of the issue;
• Photographs where reasonably useful;
• Video evidence where reasonably useful;
• Any other relevant information.

We will review the circumstances and provide an appropriate remedy consistent with applicable law.

Depending on the circumstances, the remedy may include:

• Repair;
• Replacement;
• Refund;
• Reimbursement of reasonable costs where legally required;
• Another appropriate statutory remedy.

Products Damaged During Delivery

If a product arrives damaged, please contact us as soon as reasonably possible.

Where practical, retain:

• The affected product;
• Outer packaging;
• Internal packaging;
• Delivery documentation.

Photographs of the damage, packaging, and shipping label may assist us in investigating the problem.

We will not impose unreasonable evidence requirements where customers otherwise have legitimate statutory rights.

Incorrect Products

If you receive an item different from what you ordered, contact:

info@consiglioskitchenware.shop

as soon as reasonably possible.

Please provide your order number and details of the item received.

Once the error is confirmed, we may:

• Send the correct item;
• Provide instructions for returning the incorrect item;
• Issue a refund where appropriate.

Customers will not be required to bear unreasonable return expenses resulting from our fulfilment error.

Missing Products or Components

If a product or significant component appears to be missing from your order, please review available shipment information first, as some orders may be delivered in multiple parcels.

If the item is not part of a separate shipment, contact us.

We will investigate and provide an appropriate remedy if the product or component is confirmed missing.

How to Request a Return

Before sending any product back, contact:

info@consiglioskitchenware.shop

Please provide:

• Order number;
• Product concerned;
• Reason for return;
• Relevant supporting information.

After reviewing your request, we will provide appropriate return instructions.

Customers should not return a product to an arbitrary supplier, carrier, fulfilment centre, or warehouse without first obtaining return instructions from us.

Return Shipping Costs

For approved voluntary change-of-mind returns, customers are generally responsible for return shipping costs.

For faulty, damaged, incorrectly supplied, or otherwise non-compliant goods, reasonable return costs will be handled in accordance with applicable Australian Consumer Law requirements.

Where a customer arranges their own voluntary return shipment, we recommend using a trackable shipping service and retaining proof of shipment.

Inspection of Returned Goods

Returned goods may be inspected before a voluntary refund is completed.

For voluntary change-of-mind returns, we may decline a refund if:

• The product has been materially used;
• The product was damaged after delivery;
• Significant components are missing;
• The product has been materially altered;
• The returned item is not the product purchased;
• The product does not otherwise satisfy the voluntary return conditions.

This inspection procedure does not restrict statutory remedies relating to products that fail consumer guarantees.

Refund Processing

When a refund is approved, it will normally be issued to the original payment method used for the purchase.

Once a refund is submitted by us, the customer's bank, card issuer, or payment processor may require additional time before the funds appear.

Processing times controlled by third-party financial institutions are outside our direct control.

Refund Amounts

Where Australian Consumer Law requires a full refund, the refund will be handled in accordance with applicable statutory requirements.

For voluntary change-of-mind returns, the refund amount will depend on whether the product satisfies the applicable return conditions.

Standard shipping is free on eligible orders, so there is ordinarily no standard outbound shipping fee to refund.

Exchanges

Customers may request an exchange where appropriate.

Exchange availability depends on current inventory.

Where the requested replacement product is unavailable, we may offer another appropriate solution, including a refund where required.

Statutory remedies are not dependent on the availability of our voluntary exchange service.

Order Cancellations

If you wish to cancel an order, contact:

info@consiglioskitchenware.shop

as soon as possible.

We will make reasonable efforts to cancel orders that have not yet entered fulfilment.

Once an order has been packed, transferred to a fulfilment provider, or dispatched, cancellation may no longer be technically possible.

In that situation, the customer may need to receive the order and then follow the applicable return procedure.

Lost Orders

If an order has not arrived within a reasonable period after the expected delivery timeframe, contact us.

We may investigate the shipment with the applicable carrier or fulfilment provider.

If a package is confirmed lost or cannot reasonably be delivered, we will provide an appropriate remedy according to the circumstances and applicable law.

Refused or Unclaimed Deliveries

Customers are responsible for providing accurate delivery information and taking reasonable steps to receive their orders.

If a parcel is returned because it was refused or remained unclaimed, we will review the circumstances and advise the customer of available options.

Any additional charges or deductions will only be applied where lawful and reasonable.

Customer Misuse

Consumer guarantees generally do not require a retailer to provide a remedy for a problem caused solely by customer misuse.

Where relevant, we may reasonably inspect or assess the product to determine the cause of the issue.

Proof of Purchase

We may request reasonable proof that the relevant product was purchased from consiglioskitchenware.shop.

Reasonable proof may include:

• An order confirmation;
• Order number;
• Payment record;
• Transaction confirmation;
• Other reasonable evidence of purchase.

Fraudulent Return Activity

We reserve the right to investigate suspected fraudulent return activity, including:

• Returning a different product;
• Falsifying photographs or evidence;
• Deliberately damaging goods;
• Making knowingly false claims;
• Repeatedly abusing voluntary return processes.

Nothing in this section permits us to reject a legitimate statutory consumer claim.

Consumer Rights Are Not Limited to 30 Days

The end of our voluntary 30-day return period does not automatically remove statutory rights relating to faulty or non-compliant goods.

Mandatory consumer protections apply independently of our voluntary change-of-mind period.

Contact Us

For return, refund, exchange, cancellation, faulty product, incorrect item, or damaged delivery enquiries:

consiglioskitchenware.shop
Email: info@consiglioskitchenware.shop