Returns Policy
We want you to be happy with your purchase. Please read the following policy before purchasing your The Vivid Terrace item to ensure you are happy to proceed.
1. Change of Mind Returns
Returns that are accepted will be minus any shipping charges originally paid by the customer.
Returns are accepted within 14 days of delivery provided the following conditions:
- Items are unused, uninstalled, undamaged and in their original packaging.
- Bespoke, customised or made-to-order products, including special colour finishes or branding, cannot be returned unless they are confirmed to be faulty.
- Please contact sam@thevividterrace.com.au before returning any item. Items without a RA# (return authorisation number) will not be accepted.
- Once authorised, goods must be returned at the customer's cost and risk. Refunds will only be issued once an item has been received and inspected.
- Please use a fully insured and tracked delivery service as we cannot accept responsibility for items lost or damaged in transit.
2. Items that cannot be returned
- Products that have been used, installed, assembled, unless they have been confirmed as a manufacturing defect.
- Bespoked or made-to-order items such as custom colour finishes or branded units.
- Items that are not in their original packaging.
- Consumable items and accessories that have been used or show signs of wear.
3. Faulty or Damaged Items
If your item arrives faulty or damaged, please contact sam@thevividterrace.com.au within 48 hours of delivery with photos and a description of the issue so we can arrange a resolution.