Returns Policy
Please read this policy carefully before making a purchase.
Suitability / Change-of-Mind - Cases that are not faulty are generally not eligible for refunds, but may be considered for exchange or store credit at our discretion, provided they: “Cases sold that are not faulty will not be eligible for refunds, but may be considered for exchange or store credit, at our discretion, provided they are returned in original, unused condition, unaltered, and in original packaging, and within 14 days of delivery.”
Faulty or Defective Items / ACL Rights - If an item is found to be faulty, defective, or does not match the description, please notify us within 7 days of receipt with clear photos. We will assess the item and, where required under Australian Consumer Law (ACL), offer a refund, repair, or replacement.
Custom / Built-to-Order Items -Custom-built/ made-to-measure cases are non-returnable unless faulty. Please confirm all specifications carefully before purchase.”
Clearance, Discounted, Factory Seconds, or “As-Is” Items - Clearance, discounted, factory seconds, or “as-is” items are sold final sale. These items may include minor cosmetic defects or imperfections and are not eligible for refunds, returns, or credits, except where required under Australian Consumer Law (ACL) due to a major failure. Factory seconds are sold as-is, and customers are purchasing with the understanding that they may have some defects or imperfections.
Shipping and Return Costs - Return shipping costs for non-faulty items are the responsibility of the customer. Original shipping costs are non-refundable. If the item is faulty and a return is approved under ACL, we will cover return shipping costs (or reimburse where applicable).
Credit for Returns - Where a return is approved, credit will be issued within 30 days of us receiving the returned product. Refunds or credits will be applied directly to the original payment method.
Where Do Items Need to Be Returned? - Items should be returned to Design Quintessence Pty Ltd. Customers may return items during Opening Hours: Mon–Fri, 9:00am – 5:00pm to the location where the purchase was made or to the closest Design Quintessence warehouse to their address.
Warehouse Locations:
- New South Wales / Sydney
Unit 2/15 Percy Street, Auburn, NSW 2144
Phone: +61 2 9649 2266 - Victoria / Melbourne
Unit H72/63-85 Turner Street, Port Melbourne, VIC 3207
Phone: +61 3 9645 2266 - Queensland / Brisbane
Unit 3a, 919-925 Nudgee Road, Banyo QLD
Phone: +61 7 3036 3666 - Western Australia / Perth
8 Tambrey Way, Malaga, WA 6090
Phone: +61 452 680 000
Please ensure items are securely packaged for return and include your order details to ensure prompt processing.
