Refund and Returns Policy

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Robcousens Outdoor

Your consumer rights

You have rights as a consumer under the Australian Consumer Law in relation to our goods that we cannot exclude. Nothing in these Terms is intended to limit or exclude your consumer rights.

Our liability to you

To the extent permitted by law (including the Australian Consumer Law), our liability is excluded or limited by these Terms. To explain, without limiting your consumer law rights (or any other rights we expressly provide to you by way of additional warranties):

  • We exclude all implied terms and warranties;
  • We are not liable to you for any indirect or consequential loss;
  • We are not liable to you for any loss, theft or damage to products that occurs after delivery to you or to an ATL (Authority To Leave) address;
  • We are not liable to you for any loss you suffer if your credit/debit card is used fraudulently by someone else, other than to the extent our acts or omissions caused the loss;
  • Where we are liable to you under these Terms for any losses you suffer, our liability will be:
  • reduced or limited to the extent (if any) that you either caused or contributed to those losses; and
  • limited to the total dollar amount of the products purchased by you in relation to which your loss has arisen, other than to the extent that our acts or omissions have caused or contributed to those losses.

Please see the sections headed Your rights under the Australian Consumer Law and Disclaimer and limitation of liability for more information.

Changes to these Terms

We may change these Terms from time to time. However, the Terms that are current at the time you place your order will apply to that order.

Returns

Change of mind returns

We want you to love the products you buy from Robcousens. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit. Where exceptions apply, customers are notified on the product display page. Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty – see the section below entitled Your rights under the Australian Consumer Law.

You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

To arrange a return contact us with your name and order number and our Customer Care team will arrange the return for you.

Products returned for change of mind reasons must be in ‘as-new’ condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.

The following products cannot be returned due to a change of mind:

  • Products described as “made to order”
  • All forms of clearance items (i.e. any items labelled “clearance” on the site)
  • Gift Cards
  • Items for commercial or non-domestic use

Within 5 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse

We will not accept returns delivered in person to our depots, offices or warehouse facilities.
To arrange a return, contact us for assistance.

  • Refund Flexibility
  • Normally, if you change your mind and return a product within 30 days of the date you received it, we’ll give you a store credit.
  • Extended Returns for change of mind
  • If we agree you need a replacement product, we’ll place an order for a replacement even before we receive the first product back. In the event the replacement has to be backordered, we’ll let you know and give you the option of accepting the backorder or cancelling for a full refund less the shipping costs.

We reserve the right to refuse claims under our Purchase Protection policy in circumstances where we reasonably believe that claim is invalid, including where the terms and conditions applicable to Returns are not satisfied.

Faults and damages

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.

Your rights under the Australian Consumer Law

The Australian Consumer Law (ACL) is the national law for fair trading and consumer protection. You have rights as a consumer under the ACL in relation to our goods that we cannot exclude. This includes consumer guarantees that our goods will:

  • be of acceptable quality and not be faulty or unsafe;
  • match their description; and
  • be fit for their intended purpose.

Nothing in these Terms is intended to limit or exclude your rights as a consumer under the ACL.

You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Disclaimer and limitation of liability

Except to the extent you have rights under the ACL or we expressly provide any additional warranties to you ,we exclude, to the fullest extent possible under law, all implied terms and warranties of any kind relating to the subject matter of these Terms.

Except to the extent we are required to be liable by law, we will not be liable in contract, tort or otherwise for any loss, damage, costs or expenses including without limitation, consequential, special, incidental or exemplary damages of any kind or for loss of profits, loss of anticipated savings, loss of goodwill, loss of opportunity, loss of data or any other indirect or economic losses whatsoever suffered or incurred by you, arising directly out of or in connection with these Terms.

Without limiting the above and to the extent permitted by law, our liability to you for losses you suffer arising out of or in connection with these Terms:

  • Will be reduced or limited to the extent (if any) that you cause or contribute to the losses; and
  • Is strictly limited to the total dollar amount of the products purchased by you in relation to which your loss has arisen, except that this will not apply to the extent that your losses are caused or contributed to by our acts or omissions.

Cancellations

You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as ‘made to order’, cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.

A 15% Cancellation fee will be charged if goods have already been dispatched or picked for pick up – Clearance Sale items cannot be cancelled. In some cases a Store Credit can be supplied.

Exchange

Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our returns policy and place a new order.

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults and Damages policy.

Warranties

We may provide a warranty against defects, and/or structural or other specific warranties, in respect of selected products only, for certain periods of time (e.g. 1, 2, 3 years) from the date of purchase from us.

Manufacturer warranties

In some cases, products offered for sale on our website may be subject to a separate manufacturer’s warranty. This will be communicated on the relevant product page. Where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will generally be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than contacting us. If you would prefer that we assist you or you’re unhappy with the resolution of your issue, please contact us for help.

WARRANTY AND CONSUMER GUARANTEE
The robcousens Warranty and consumer guarantees set out in this document override all other warranties on this product.
Robcousens Warranty is provided in addition to other rights and remedies as set out below under ‘Consumer Guarantees’.
Warranty Term
Subject to the conditions set out below, this product is warranted to the purchaser to be free from defects in workmanship and materials from the date of purchase for the terms specified below.

2 YEARS
Warranty Conditions
1. Satisfactory proof of the purchase (as defined in the Competition and Consumer Act 2010 (CCA)) must be furnished at the time of notification of the defect for a claim under this warranty to be enforceable.

  1. This warranty covers all parts found to be defective in workmanship and/or materials during the warranty period. Robcousens total liability in respect of a claim by a consumer under the CCA for a minor problem (as defined in the CCA) with a product is limited, at our option, to providing the consumer with a refund, replacement product or repairing the product. Should the design or colour in question no longer be available we reserve the right to make substitutions with similar products or refund your purchase.
  2. For major failures (as the term is defined in the CCA) you are entitled to a replacement or refund and for compensation for any other reasonably foreseeable loss or damage.
  3. To implement this warranty, please return the product to the place of purchase or nominated service agent, otherwise a service call out fee will be charged and refunded if claim is warrantable.

Warranty Exclusions
1. This warranty will be void and accordingly no claim of any nature will be enforceable if the product has not been assembled, installed or operated according to the instructions, or has been subject to abuse, improperly treated, neglected and/or if any repairs, maintenance or service has been done by an unauthorized person.

  1. This warranty does not cover
  • Rust due to improper care or lack of maintenance. Contact your place of purchase for care and maintenance instructions
    • Commercial use
    • Glass table top breaking
    • Fading of any materials including but not limited to chair/cushion fabrics, glass, wicker, timber, poly wood & metal, unless it is a manufacturing fault

Consumer Guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Subject to the above paragraphs, all express or implied representations, conditions, statutory guarantees, warranties and provisions (whether based on statute, common law or otherwise), relating to this warranty, that are not contained in it, are excluded to the fullest extent permitted by law.
Nothing in this warranty excludes, restricts or modifies any condition, warranty, statutory guarantee, right or remedy, implied or imposed by common law, statute or regulation, which cannot be lawfully excluded, restricted or modified.
For Customer Reference (file in a safe place)
Purchased from __________________________________

Date Purchased _____/_______/_________ Invoice number ______________________

Description of Goods______________________________________________________

N.B Satisfactory proof of purchase like your sales docket must be kept for any claim under this warranty to be enforceable.
Service Contact Point – Please contact your place of purchase for warranty service.
www.robcousens.com.au

SECTION 20 – CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at sales@robcousens.com.au.

Shipping Policy

We will deliver our products to you Australia wide in most cases. 

Full payment of your order is required prior to dispatch or pick up of goods.

Delivery costs and shipping lead times vary as they are calculated based on cubic size/weight of order and it’s destination.

We cannot deliver to PO Boxes or Parcel Lockers as our products are too large unless goods are small goods

We reserve the right to refuse shipment to specific locations that are inaccessible with standard delivery services.

Melbourne Metro Delivery: FREE for orders over $1000. 

Melbourne metro delivery is usually within 5-10 business days but can be delayed during peak times.  Deliveries are available Monday to Friday

Delivery charges and estimated times will depend on where your product is being delivered. You must ensure the correct delivery address and access details are provided to us. We shall use all reasonable endeavors to meet the estimated delivery date, however you agree that robcousens is not and will not be liable for any loss or damage, however it arises, if the products are not delivered within a reasonable time after the estimated delivery date. Products will only be delivered if a person aged over 18 years and able to accept delivery is at the delivery address. A card will be left and you are responsible for organizing collection from the address identified on the card if delivery cannot be made because an appropriate person is not present. 

Rubbish removal and assembly is not a service we offer unless arranged with the Courier directly at time of Booking. Additional fees will apply for Rubbish removal or assembly if arranged with Couriers directly.

 

IMPORTANT: IF YOU HAVE ASKED US TO LEAVE YOUR ITEMS UNATTENDED AT YOUR NOMINATED POINT OF DELIVERY, YOU ACCEPT FULL LIABILITY FOR ANY THEFT OR DAMAGE TO PRODUCTS.

 

Customer Pick Up and Freight:

You may choose to organize your own delivery. In this case all insurance for loss or damage in transit will be the customer’s responsibility.

All Furniture pick ups are from our Warehouse  – Jackman Transport 40 Centre Way Croydon 

Pick up is available Monday to Thursday 9am – 3pm & Friday 9am to 12pm. Please call one hour prior to Collection