Return Policy

Introduction

At Glowgreenbeauty (ABN: 12 631 096 761), we are committed to providing high-quality curtain hanging and textile decor services that meet your expectations. This Return Policy outlines your rights under Australian Consumer Law and our procedures for handling returns, refunds, and exchanges.

We understand that sometimes things do not work out as planned, and we are here to help resolve any issues you may have with our products or services.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers have certain guaranteed rights when purchasing goods and services. These rights cannot be excluded, restricted, or modified by any contract or agreement. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Consumer Guarantees for Goods

Products supplied by us must:

• Be of acceptable quality – safe, durable, and free from defects
• Be fit for any disclosed purpose – suitable for any purpose you made known to us
• Match the description – correspond with any description provided
• Match the sample or demonstration model – if you were shown a sample
• Have spare parts and repair facilities available for a reasonable time

Consumer Guarantees for Services

Services provided by us must:

• Be provided with due care and skill
• Be fit for any specified purpose
• Be provided within a reasonable time (when no time is specified)

Remedies for Faulty Products

Major Failures

If a product has a major failure, you are entitled to choose between:

• A refund
• A replacement of equivalent value

A major failure is when:

• The product would not have been purchased if the consumer had known about the problem
• The product is significantly different from the description, sample, or demonstration model
• The product is substantially unfit for its normal purpose and cannot easily be made fit
• The product is unsafe

Minor Failures

If a product has a minor failure, we will repair the product within a reasonable time. If the repair takes too long or cannot be done, you may choose to:

• Have the product replaced
• Receive a refund

Remedies for Faulty Services

Major Failures

If a service has a major failure, you are entitled to cancel the service contract and receive a refund. A major failure in services includes situations where:

• The service would not have been acquired if the failure was known
• The service is substantially unfit for its common purpose and cannot easily be remedied
• The service does not meet the specific purpose that was made known to us

Minor Failures

If a service has a minor failure, we will re-perform the service at no additional cost within a reasonable time. If this is not possible, you may be entitled to compensation for any reduction in value below the price paid.

Custom and Made-to-Order Products

Many of our products, including curtains and upholstery work, are custom made to your specifications. Please note:

• Custom-made products cannot be returned or refunded simply because you change your mind
• Before production begins, we will confirm all details including measurements, fabrics, and styles with you
• Once you approve the final specifications, the order is considered confirmed
• If a custom product has a fault or does not match the agreed specifications, your consumer guarantee rights still apply

Return Procedure

To request a return, refund, or exchange, please follow these steps:

1. Contact Us: Reach out to our team by phone or email within a reasonable time of discovering the issue
2. Provide Details: Describe the problem and provide your order details, including date of purchase and description of goods or services
3. Assessment: We will assess the product or service and determine the appropriate remedy
4. Resolution: We will provide a remedy in accordance with your rights under Australian Consumer Law

Timeframes

We aim to process all return requests as follows:

• Initial response: Within 2 business days of receiving your request
• Assessment: Within 5 business days of receiving the product or inspecting the service
• Refund processing: Within 10 business days of approving the refund
• Replacement: As soon as practically possible, depending on availability

Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card payments will be refunded to the original card
• PayPal payments will be refunded to your PayPal account
• Bank transfers may be refunded via direct deposit

Exclusions

This policy does not cover:

• Damage caused by misuse, neglect, or abnormal use
• Damage caused by failure to follow care instructions
• Normal wear and tear
• Products that have been altered or modified after purchase
• Change of mind for custom-made or personalised products

Installation Concerns

If you have concerns about installation work:

• Please notify us within 7 days of the installation date
• We will arrange for an inspection at a mutually convenient time
• If the installation does not meet our quality standards, we will rectify the issue at no additional cost
• We stand behind our workmanship and will ensure you are satisfied with the final result

Deposits and Cancellations

For orders requiring a deposit:

• Deposits are generally non-refundable if you cancel after work has commenced or materials have been ordered
• If you cancel before any work begins and no materials have been ordered, we may provide a full or partial refund of your deposit
• If we need to cancel your order, you will receive a full refund of any amounts paid

Disputes

If you are not satisfied with how we handle a return or refund request, you may:

• Request to speak with a manager or supervisor
• Lodge a complaint with Consumer Affairs Victoria
• Seek assistance from the Australian Competition and Consumer Commission (ACCC)
• Pursue resolution through the Victorian Civil and Administrative Tribunal (VCAT)

Contact Us

To request a return, refund, or exchange, or if you have any questions about this policy, please contact us:

• Business Name: Glowgreenbeauty
• ABN: 12 631 096 761
• Address: 45 Wesley Drive, Narre Warren, VIC 3805, Australia
• Phone: +61 3 8772 2734
• Email: clients@glowgreenbeauty.world

For more information about your consumer rights, visit the ACCC website at www.accc.gov.au or Consumer Affairs Victoria at www.consumer.vic.gov.au.