Refund policy
At The Dens we want our customers to be completely satisfied with their purchase.
We, therefore, recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from The Dens, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.
We also recommend you immediately inspect any goods that we deliver to you, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact our Customer Priority Team.
About our Refund, Return & Repair Policy
This is the Refund, Repair and Return Policy of The Dens, and applies where you make a purchase online from www.thedens.com.au .
Change of Mind
Please choose carefully as refunds are not provided for custom products where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
For all non-custom products you have a 7 day change of mind return window, from date of order, however all return shipping costs must be paid by you, and a 10% restocking fee will be charged to you to cover administrative costs.
Refunds
If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Refunds will be processed by The Dens and will normally be processed within 2 to 3 days. Refunds are only applicable in accordance with The Dens Refund, Return & Repair Policy
Returns and Repairs
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items excluded from all change of mind returns include:
- Products described as "made to order"
- Mattresses, bedding, pillows and sofa covers
- All forms of clearance stock (e.g. warehouse, floor stock etc.)
- Clearance items
- Personalised items
- Gift Cards
- Orders for commercial or non-domestic use
If any goods cannot be easily returned to The Dens, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Customer Priority Team and we will arrange an inspection to assess the goods.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
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 refund to the gift giver and he will find out about your return.
Goods Damaged in Transit
Unfortunately items are occasionally damaged in transit.
Please be aware that our shipping rates do not automatically include insurance unless explicitly stated otherwise. While we take great care in packaging your orders securely, we cannot be held responsible for any damage incurred during transit by the couriers.
To safeguard your purchase, we offer the option to add insurance to your shipping rates. Should you choose to add this additional protection, please reach out to us at hello@thedens.com.au before finalising your order. We appreciate your understanding and cooperation in ensuring the safe delivery of your products.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. 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 or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example, we may arrange to:
- 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.
Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally 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.
If any goods arrive damaged, please contact our Customer Priority Team as soon as Immediately.
Faults and Warranty Claims
The Dens warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability 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 or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example, we may arrange one or a combination of the following:
- Send you any missing parts or components
- Suggest a method 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)
- 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.
This Faults and Warranties policy does not cover:
- Normal wear and tear
- Damage arising from improper assembly or modification
- Damage arising from abnormal use or abuse
- Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
- Damage to external or product packaging only
- Damage occurring during your own handling and transportation of goods from a Click & Collect pick up location
- Insignificant minor variations in dimensions, colour, grain or finish
- Insignificant minor imperfections or superficial blemishes
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact our Customer Priority Team
Cancellations
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. Please be advised, for Click & Collect, Next day and Fast Track dispatch items, no cancellations or changes may be possible.
Consumer Guarantees and Your Rights Under the Australian Consumer Law
All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
There are nine consumer guarantees that apply to goods you purchase:
- Acceptable quality.
- Fit for a particular purpose
- Match description
- Match the sample or demonstration model
- Express warranties will be honoured
- Spare parts and repair facilities will be available for a reasonable time after purchase
- Title to the goods
- Undisturbed possession of the goods
- No undisclosed securities on the goods
Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.
There may be circumstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
Our rights
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.
Manufacturer Warranties
In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.
Gift Cards
Customer may purchase digital Gift Cards from our website. Gift Cards and store credits cannot be used to purchase Gift Cards.
In the case of digital Gift Cards, we will email the Gift Card to the recipient 's email address, as provided by the purchasing member. The email will include instructions and a link for redeeming the Gift Card. After the recipient has redeemed the Gift Card, the Gift Card amount will appear in the my account section of the members profile.
Gift Cards, once redeemed, may only be used for purchases at ww.thedens.com.au . If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient's account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method. The amount remaining can be viewed on your My Account page. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.
Gift Cards purchased expire 3 years after the date of their purchase. Gift Cards Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.
Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift cards should be treated as cash. You are responsible for the use and safety of your Gift Card. The Dens is not responsible for any loss or damage resulting from lost or stolen gift cards or gift cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.
Contact Us
Where you have any questions or concerns relating to your order, please immediately contact our Customer Priority Team you can also track your order HERE