At Westarp we believe in high standards and quality control. Our Returns/Refunds/Exchange Policy ensures a smooth and easy process giving you the security that if the product you ordered is faulty, damaged or you have received the wrong item we will take care of it for you.
Westarp is only obligated to make a refund in accordance with their Returns/Refunds/Exchange Policy which is detailed below. Please take care to ensure your products are chosen carefully as we do not offer a refund/return or exchange policy if you change your mind.
To arrange a return, refund or exchange, please email us at firstname.lastname@example.org or call 08 9690 1100 and advise us of the following:
MANUFACTURERS FAULT OR DAMAGE
If you detect a manufacturers fault with your item you must contact us within 7 days. We can offer a replacement item in our next available shipment or a method to repair the item, if neither of these are available then a refund will be issued. Faults not reported within 7 days are not eligible for a refund.
Where you have signed for goods without informing the delivery driver or us of any faults or damage then these goods may not be covered by the suppliers or the transport company. Please ensure that you inspect your goods upon delivery and record any faults or damage on the delivery note before signing it ensuring the delivery driver signs the delivery note. Please take a photo of the damage immediately following the delivery. You must then notify Westarp of any faulty or damaged goods within 24 hours of receipt of the goods. We will replace the item for you in our next available shipment.
YOU RECEIVED THE INCORRECT ITEM
All items are to be opened upon delivery while our freight drivers are at your premises. You will have the option to either keep the item that has been sent until our next shipment at which point we will replace with the correct item, or you may send the item back at your cost for a refund of your purchase price.
GOODS DAMAGED BY YOU.
We will not accept the return of goods that are damaged by you (accidentally or otherwise) following delivery.
Refunds will be by electronic funds transfer to your nominated account or in any other way decided by Westarp.
DAMAGE DUE TO MISUSE OF PRODUCTS
Westarp takes no responsibility for damage caused to our products by customer misuse, modification, or when furniture is used for a purpose other than intended.
CUSTOM MADE GOODS
If you have a product custom made all care will be taken to ensure that all information provided by you is relayed exactly to the manufacturer. We will not offer refunds, returns or exchanges except in the instance where the product is damaged during delivery or there is a manufacturers fault.
You can cancel an order only if the order hasn’t already been placed with the supplier however Westarp has a termination fee of 10% of the total price of your ordered goods. If you are having financial difficulty, we will review your situation on a case by case basis and will most likely be able to offer you a delayed shipment.
If you cancel your order within 3 months of shipment, you will be charged a 50% cancellation cost. Cancellations can not be made in the month before chosen shipment month. 100% custom made products are non refundable, this includes own designs, designs made through customer selections, custom ordered paints and details / or custom ordered fabric and details. (Please note normal bank fees and transaction costs apply when a refund is required.)
When an order is placed for an item with our suppliers, an estimated delivery date will be supplied to you, however, delivery dates can be delayed due to various reasons. We will endeavour to keep you updated at all times if your item is delayed. In extreme cases and at the discretion of Westarp a refund or exchange will be offered.
COLOURS OF PRODUCTS AND WEBSITE
Every effort has been taken to provide you with accurate colour descriptions and images, however there may be reasons why the colour of your item on arrival is not as depicted on your screen due to the many variances in colours by different computer screens. No refunds are offered due to a colour variation unless there is an extreme discrepancy. Please be aware that we offer a closest match service, and hand select all fabrics.
If you have a custom required fabric that we cannot source, you are able to send us the fabric and your order will be reduced by the cost of fabric (based on the rate we include in our pieces.)
Westarp prides itself on the quality craftsmanship of our work. Of course sometimes errors occur during manufacture or shipment. We promise to do everything possible to make sure you are happy with your experience with us and we have a great reputation of amazing customer service and perfect production.