Returns Policy

Warranty, Returns & Refund Policy

At Southern Cross Emporium, your satisfaction is important to us. This policy outlines your rights and our obligations regarding warranties, returns and refunds. Our policy is designed to be fair, transparent and fully compliant with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

All products sold through Southern Cross Emporium come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits any rights or remedies you may have under the ACL.

Warranty

In addition to your rights under the Australian Consumer Law, Southern Cross Emporium offers a 12-month warranty on products found to be faulty or damaged, except in the following circumstances:

  • Where a different warranty period is expressly stated on the product listing — please refer to the individual product listing for details.
  • Accessories or bonus gifts (as noted in the product listing).
  • Faults or damage resulting from:
    • Normal wear and tear
    • Improper assembly or modification of the product
    • Abnormal use or abuse of the product
    • Improper or lack of maintenance (e.g. fabric, leather or timber products)
    • Damage to external packaging only

Each warranty claim is assessed on a case-by-case basis. Depending on the nature of the fault or damage, we may:

  • Send missing parts (if applicable)
  • Suggest a method of self-repair (if applicable)
  • Replace the product (subject to availability)
  • Offer an alternative product
  • Provide a partial or full refund or store credit

Making a Warranty Claim

If you believe your product is faulty, damaged or has missing parts, please contact us as soon as possible with the following information:

  • Your order number
  • A description of the fault, damage or missing part
  • Clear photos or video showing:
    • The fault or damage (if applicable)
    • What part is missing (if applicable)
    • The product in its original packaging (if applicable)
    • The product's instruction manual with the relevant area highlighted (if applicable)
  • A brief explanation of what you are requesting — refund, replacement or spare parts

Please note: Images and videos must be of sufficient quality to allow us to assess the claim clearly. Thumbnail-sized images cannot be accepted.

Please do not dispose of the item before your warranty claim has been finalised, as we may need to arrange an inspection. We reserve the right, subject to the Australian Consumer Law, to decline a claim where goods have been disposed of before the claim is resolved.

Please do not return any product unless we have specifically instructed you to do so. If a return is required, we will provide a prepaid return label.

Missing Parts

Once we have validated your missing parts claim and confirmed availability, we will dispatch the spare part as soon as practicable (within approximately two business days from our warehouse). If no spare part is available within a reasonable timeframe, we will provide an alternative remedy in line with our obligations under the Australian Consumer Law.

Delivery Delays

If your order appears to be delayed, please contact us within 10 business days of the expected delivery date. We will investigate with our courier partner, which can take up to two business days. If no resolution is provided within that time, we will offer an appropriate remedy in accordance with the Australian Consumer Law.

Please note that delivery timeframes may occasionally be affected by natural disasters or other unforeseen circumstances. We appreciate your patience in such cases.

Change of Mind Returns

We understand that sometimes a product may not be quite what you expected. We will consider change of mind return requests under the following conditions:

  • The request is made within 14 days of delivery
  • The item is in its original, unopened condition

We do not accept change of mind returns for:

  • Health and safety products
  • Bulk purchases (including pallet orders)
  • Items where the packaging has been opened

Please note that some products may be subject to different change of mind policies as set by individual suppliers. Where this applies, it will be noted on the product listing.

Change of Mind Return Procedure

  1. Please contact us before returning any item — returns sent without prior approval will not be eligible for a refund.
  2. Provide photos or video showing the condition of the product, along with an explanation of why you would like to return it.
  3. If your request is approved, we will advise you on the return process.

If a change of mind return is approved:

  • A restocking fee of 10% of the item price and shipping fee will apply.
  • Return postage costs may also be deducted where a return label has been provided by us.
  • Refunds will be issued to the original payment method used at the time of purchase.
  • Where a Return to Sender (RTS) is required, the refund will be processed once the item has been received back at the warehouse.

Items returned to us due to incorrect or incomplete delivery information provided by the customer will be treated as a change of mind return.

Product Recalls

In the event of a product recall, we will contact affected customers directly and advise on the relevant procedure.

If you have any questions about this policy, please visit our Contact Us page and we'll be happy to assist.

Last updated: May 2024