Returns – Millhouse Lane Homewares

Returns

Returns
Our policy is valid 30 days from date of purchase. If 30 days have elapsed since your purchase, unfortunately we can’t offer you a refund or exchange.

For 'change of mind' returns - Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.

Several types of goods are exempt from being returned. Non-returnable items excluded from all change of mind returns include:
- Products described as "made to order"
- Mattresses, bedding, pillows, towels and washers
- Clearance items
- Personalised items
- Gift Cards
- Orders for commercial or non-domestic use

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)
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 approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a store credit voucher via email will be sent to you. This store credit voucher can be redeemed within 12 months from the date of issue.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
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 info@millhouselane.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@millhouselane.com.au detailing your name and order number and reason for exchange request, and we will notify you of the correct return address.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a store credit voucher to the gift giver and he/she will be notified about your return.

Shipping
To return your product, you should email info@millhouselane.com.au and a customer service representative will give you the return address by reply email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Damaged in transit
Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately at info@millhouselane.com.au We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos clearly showing the damage, and contact us within 3 business days of receiving your delivery.

The type of solution we offer will depend upon the circumstances. We will work with you to find an outcome that you're happy with. For example we may:
- Suggest a self repair (with an offer of compensation to you)
- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
- Offer a partial or full store credit voucher or refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Incorrect item delivered
Occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Warranty and Faults
Millhouse Lane Homewares warrants all goods to be free from defects in materials and workmanship, and of acceptable quality for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos clearly illustrating the issue, and contact us within 3 business days of receiving your delivery.

A solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work with you to find an agreeable solution. For example we may arrange one or a combination of the following:
• Send you any missing parts or components
• Arrange a repair by a local tradesperson in your area 
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full store credit voucher or refund

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

The Warranties and Faults and policy does not cover the following:
• Normal wear and tear
• Damage arising from abnormal use or abuse
• Damage arising from improper assembly or modification
• Damage, wear and tear as a result of improper or lack of maintenance and/or care
• Damage to external or product packaging only
• Insignificant minor variations in dimensions, colour, grain or finish
• Insignificant minor imperfections or superficial blemishes