Refund policy

Effective Date: 30th July 2024

At Thompson Lane we strive to ensure your order arrives safely and that your piece becomes a much-loved part of your home’s story, but we understand that things don’t always go as planned.  Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our website Terms of Service which you can find here. Our Returns and Refunds Policy does not affect your statutory rights.

 

ACCEPTED AND EXCLUDED RETURNS

We are able to accept returns for the following:

• Faulty or damaged items

• Incorrect items or orders

• Change of mind

We are unable to offer returns or refunds if:

• Items are on sale or discounted

• Items have been personalised or custom-made for you

• Items appear to have been used, including if we suspect pieces have been used as props for a photoshoot or other short term purpose

• If you do not notify us within the required timeframes or provide us with the information required to submit a claim with the delivery provider within their conditions

• You have provided the delivery provider ‘Authority to Leave’ and your parcel is lost, stolen, or damaged

 

DAMAGED, FAULTY OR LOST ITEMS

Damaged or faulty items

Due to the fragility of many of our products, we take great care to pack your pieces carefully so that they won't get damaged in transit. If your order does arrive damaged, you must:

• Notify us within 48 hours of your order arriving

• Provide photographs and/or video of the damage, including any damage to the exterior packaging

• Keep all products, packaging materials and evidence of the damage until any claims have been finalised with the delivery provider

Lost items

If your order has not arrived by the expected delivery date, you must:

• Notify us within 7 business days of the expected delivery date, or

• Submit an enquiry with the delivery provider within the same timeframe

Parcel Insurance

All of our parcels include insurance with the delivery provider for loss or damage in transit. Before we are able to assist with a replacement or refund, a claim must be submitted and finalised with the delivery provider.

In most cases, we will submit this claim unless you would like to do so. Some providers specifically require you, the customer, to submit the claim online or at your local post office. In this instance, we will provide necessary direction and assistance along with any required information for this process. You must provide us with confirmation of the outcome and any reimbursement amounts before we can assist with a replacement or refund.

Please note our delivery providers have strict timeframes and conditions for lodging a claim for lost or damaged parcels which have been accounted for in this policy. If these conditions or timeframes are not met due to lack of notification or provision of information from you,  we will be unable to assist further with processing a refund or replacement.

Returns and Refunds Process

For returns or refunds of damaged, faulty, lost, or incorrect items please follow the simple steps below:

• Notify us of the issue with your order within the applicable timeframe

• For lost or damaged items in transit - submit a claim with the delivery provider, or provide us with the relevant information to do so. 

• Upon completion of the insurance claim, or for incorrect items/orders, we will advise what to do with the original items and if applicable, how to return them to us. Pending the outcome of the claim, we will offer you:

• a replacement (if available); or

• a refund.

Refunds will be processed within 3 business days via the original payment method you used. Please allow up to 10 business days for funds to appear in your account. 

For damaged, faulty, lost, or incorrect items we will refund any postage costs you incur to return these to us.

 

CHANGE OF MIND RETURNS

We proudly embrace a ‘buy less, buy better’ mentality and encourage you to carefully consider your items prior to purchase to limit the impact on our environment through wasted packaging materials and excess shipping. If however you aren’t completely in love with your piece, and it has not yet been used, we offer returns for change of mind.

If you would like to return  your item due to a change of mind, please follow the below steps:

• Notify us in writing within 10 days of receiving your order that you would like to arrange a return

• Re-pack your order for its safe return to us including all original packaging and branded materials.

• We will provide you with a return shipping address to post this back to us. We recommend that you return the product via a tracked service and with an appropriate level of insurance - we will not be responsible for parcels lost or damaged in transit if you choose not to do so. Shipping costs for change of mind returns are at your expense. 

• Upon receipt of the returned products in unused and undamaged condition, we we offer you:

• an online code for future credit, minus the original incurred shipping fees

• a refund, minus the original incurred shipping fees and a restocking fee

We will notify you of the total of any applicable fees upon receipt of your return request.

Any change of mind returns that are found to have been used or damaged prior to their return to us will forfeit any refund or credits. The cost of any missing items including packaging or branded documents may be deducted from the refund amount.

 

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our website Terms of Service. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

 

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.