Refund policy

Returns & Refunds Policy

Exotic Imports – Bamboo Fencing | Marble & Riverstone Vanity Basins
Effective July 2025

1. Change of Mind Policy

We do not offer refunds or exchanges if you change your mind or purchase incorrectly. Please choose carefully, especially for natural stone basins and bamboo fencing, which are heavy and bulky.

2. Faulty or Damaged Items

You are entitled to a refund, exchange, or compensation under Australian Consumer Law if an item:

  • Has a defect that would have prevented purchase if known;

  • Is unsafe or arrives damaged;

  • Is significantly different from its description or sample;

  • Does not perform as described and cannot be easily repaired.

3. How to Request a Return

All returns must be authorised before being sent.

To start a return, contact us at:
📧 exoticimports777@gmail.com

Please include:

  • Your full name and order number,

  • A description and photos (if item is faulty or damaged),

  • Proof of purchase (e.g. tax invoice or receipt).

Send approved returns to:
Exotic Imports
5/30 Collingwood Street, Osborne Park WA 6017
Australia

4. Return Freight & Conditions

  • Return shipping costs and insurance are the customer’s responsibility.

  • You may request a return label (cost deducted from your refund).

  • Items must be returned in original packaging, unused, undamaged, and with tags (if applicable).

  • Tracking and insurance are required for fragile or high-value items.

  • 20% restocking fees may apply for returned or exchanged items, especially for large or specialty goods.

5. Return Timeframes

  • Return requests must be made within 14 days of receiving your order.

  • Faulty or missing items must be reported within 24 hours of delivery.

  • Approved returns must be received back within 30 days of original delivery.

6. Exclusions – Non-Returnable Items

We do not accept returns for the following:

  • Installed, altered, or damaged products after delivery;

  • Gift cards or bonus promotional items;

  • Items returned without prior approval.

7. Exchanges

Exchanges are available within 30 days of delivery. Items must meet return eligibility. A 20% restocking fee applies to most exchanges.

8. Damaged or Missing Items Upon Delivery

Please inspect your delivery carefully.

  • Report any damages or missing items within 24 hours.

  • Include clear photos and your order number.

  • We will review and respond within 2 business days.

  • Do not discard packaging until your claim is resolved.

  • Customers are responsible for disposal of damaged products, unless otherwise arranged.

9. Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

  • If approved, your refund will be issued to your original payment method within 10 business days.

  • Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at:
📧 exoticimports777@gmail.com