Overview
Fair Trading says, “Under Australian Consumer Law, most products and services bought in Australia (from 1 January 2011) come with an ‘automatic consumer guarantee’ that the product or service you purchased will work and do what it says it will.” Our refunds and returns policies are based on Australian Consumer Law, and our desire to make sure our customers have a great shopping experience with Cerublu.
We want you to enjoy your handmade Cerublu items, and will do our best to answer any queries about refunds/replacements.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Several types of goods are exempt from being returned. We cannot accept returns on face masks, swimwear or digital downloads.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the progress of your refund.
If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at lisa@cerublu.com.au with a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don’t hesitate to contact us at lisa@cerublu.com.au.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again, please.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at lisa@cerublu.com.au.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for another item, please send us an email at lisa@cerublu.com.au and send your item to:
Cerublu Studio
Lisa Wiseman
PO Box 198
DUNGOG
NSW 2420
Australia
Shipping returns
To return your item, you should mail it to:
Cerublu Studio
Lisa Wiseman
PO Box 198
DUNGOG
NSW 2420
Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live and shipping times, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a track-able shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Need help?
Looking for info on shipping? Our delivery and shipping policies page is here.
Contact us for questions related to refunds and returns. You can also email lisa@cerublu.com.au or phone 0437315191.
Please feel free to ask us for help!