The vast majority of orders are delivered without a hitch, but, understandably, from time-to-time things go wrong and you may need to arrange a return or replacement. This information should help you determine what's covered. If you are unsure please contact us directly and we'd be happy to help you out.
To start a return, please contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you an email with instructions on how and where to send your package.
The item I received is not the item I ordered.
We will replace the item, offer you a voucher code for your next visit/order or provide a full refund. To receive your replacement or refund you must return the original item to Bali & Teak if needed and you will be provided with a no-cost return-addressed courier satchel (or similar). We process your refund or replacement within 14 days of receiving your item, but in most case we will send your replacement the same or next day or contact. If you are unsure what to do please contact us.
The item I ordered was damaged in transit.
If your item was damaged between leaving out warehouse and arriving at your delivery address you could receive a full refund or replacement depending on the situation. Please email us for details, in some cases our Couriers will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed.
The item I ordered did not arrive.
If your item did not arrive the first thing to do is request a track and trace from us if you have not already received one and checked it. We too can check into your parcel, by calling the couriers on your behalf. If the track and trace on your order indicates that it has been delivered, but you're unable to find it, we will start an investigation with our courier company on your behalf
Regrettably, neither Bali & Teak, Courier Post, PBT, Fastway Couriers, NZ Couriers, Courier It, nor any couriers we use are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property. If you are concerned about leaving your items unattended we recommend putting a comment not to leave without a signature
I've changed my mind and no longer want the item I ordered.
Unfortunately we are unable to accept a return if you've simply changed your mind or no longer want the item. Please contact us though as your situation will be taken into consideration.
If you have any questions please email us at email@example.com.