Shipping & Returns 

At Brinnie T Home, we are fabulously passionate about how much you love your purchases.

We are so fabulously passionate about our products that we believe in high standards and quality control, but we also understand that things can go wrong. This is why we have ensured that our Returns/Refunds/Exchange Policy is easy and stress-free. We are here to take care of you. Right?

​

I’ve changed my mind. Can I return my purchase?

You know it, and we know it - shopping can be hard.

Let's be honest, we’ve all shopped, wholeheartedly believing our purchases would suit us or our home and we genuinely thought that bright pink and fluffy rug was going to be the accent piece we had been searching for. No disrespect intended to rugs of the pink and fluffy kind. We love them dearly.

So what do we do when we are stuck with something that doesn’t work for us.

At Brinnie T Home we’ve got you covered because we understand that these things do happen.

Which is why you've got 14 days from purchase to return your product.

Oh, stop it, (blush) we know we’re awesome.

​

Just follow these simple steps:

Step 1: Notify us either by coming to the store with your product or calling us on 03 5952 6110 if the item was an online purchase. (Upholstered and furniture products, clearance and sale products, products sold as seconds, floor stock or products that have a default that was drawn to the customers attention prior to purchase cannot be returned where the customer has changed their mind. We know you understand xx). 

Step 2: Make sure the item is in the same condition as it was when you received or purchased it; unused, undamaged, and in its original packaging with all tags and labels still attached.

Step 3: If you are sending the product back to us, you’ll need to bear the expense of shipping the product back using the same method of shipping that was used to send it to you. The reason we say this is because breakable items can’t be sent with traditional couriers, as they can be rough and break things!

Step 4: We’ll chat with you directly whether you wish to have a store credit, exchange or a refund.

​

For health and hygiene reasons, the following items are not eligible for a Change of Mind Return: Bed linen, earrings, and unboxed perfumes.

 

How do I commence a refund, exchange, or store credit claim?

That’s a very good question gorgeous one. We are glad you asked us. To commence a claim is easy peasy, just call us on 03 5952 6110 or drop into the store at 6/34 Thompson Avenue, Cowes VIC 3922 and we’ll get the process underway for you.

​

What we need from you for online orders -

1. We will need your name, email address, delivery address and contact telephone number.

2. A receipt.

3. We will need the product item number, price, and description of the item that you wish to exchange, return, or refund and the reason.

4. If the item is damaged or arrived in not-so-perfect condition please send one picture of the item showing the damage so that we can decide what’s best way to fix the issue for you.

Once you have contacted us, we’ll handle everything from there and organise the next step, we’ll also give you a call to keep you updated with how things are going if needed.

5. Should there be a Manufacturers fault with your item you must notify us within 7 days after delivery. You will be offered a replacement item if available. If a replacement item is not available you will be offered a similar item at a similar price, store credit or a refund depending on the situation. Faults not reported within 7 days are not eligible for a refund so please check your products sweetie as soon as they are delivered. We’d hate you to be stressed over something avoidable.  

6. If an item is faulty or damaged on delivery, we need to be notified within 7 days of receiving the delivery. We will replace or repair the faulty goods at our discretion OR if we are unable to provide a new replacement, we have the option to offer a full or partial refund dependent on the amount of damage to the product.

​

A refund is not available if a replacement item is available

​

Clearance and sale products, products sold as seconds, floor stock or products that have a default that was drawn to the customers attention prior to purchase are not eligible for refund, exchange, or store credit, unless they were damaged as part of the delivery process.

Upholstered and furniture products that have been custom ordered for a client are only available to be exchanged or repaired if damaged.

Make sure the item is in the same condition as it was when you received it; unused, and in its original packaging with all tags and labels still attached unless it was not possible to see the problem until the packaging was removed. We will discuss this with you when you contact us.

​

What we need from you for in store purchases 

1. A receipt

2. The product in the same condition as it was when you purchased it; unused, and in its original packaging with all tags and labels still attached, unless it was not possible to see the problem until the packaging was removed. We will discuss this with you when you come in.

Clearance and sale products, products sold as seconds, floor stock or products that have a default that was drawn to the customers attention prior to purchase are not eligible for refund, exchange, or store credit.

Upholstered and furniture products that have been custom ordered for a client are not eligible for refund, exchange, or store credit.

3. Make sure the item is in the same condition as it was when you purchased it; unused, undamaged, and in its original packaging with all tags and labels still attached. If you only noticed an issue on opening the product, please talk to us about this, we are the most reasonable people in the world sweetie, we get it.

 

My product is a custom order, do these rules still apply to me?

Same rules apply in this instance. We will only accept the claim if your product has been damaged in transit or there is a manufacturers fault. We do not offer a refund/return/exchange if you have changed your mind on custom made products.

 

Can I cancel my custom order?

On placing your order with us, you will be asked to pay a 50% non-refundable deposit. Once you place your order with us we are pretty quick to get that stock secured with the supplier. Once the stock is ordered from the supplier, we can’t cancel your order. If you do decide that you no longer want the product you ordered, please contact us straight away and we will try our absolute best to help in any way we can.

 

The item is different from what I expected.

We care so much about our beautiful products that we take every precaution to ensure that the description and picture online is accurate. However, sometimes, there may be reasons why the colour of your item on arrival is not exactly as it looked on your screen due to the many variances in colours by different computer, tablet and mobile screens or the handmade process in some instances. We are unable to offer a refund due to a colour variation.

​

If you are really worried about how the colour, please call us prior to ordering. We can give you advice and sometimes, in the case of fabric orders, provide swatches and samples. Please remember sweetie, we are only here to help you.

 

What are your requirements if I purchase an item on Layby?

Laybys are subject to a minimum 20% non-refundable deposit and are held for a maximum of 8 weeks.  If you are unable to complete your layby due to extenuating circumstances, please contact the store to discuss options.  We will make 3 attempts to contact you for an overdue layby payment via phone, text and/or email.  After this time, the item/s will be returned to the store for sale and any monies paid (other than the initial deposit) will be refunded to your account.

 

What are your requirements if I want to place a Custom Order?

Custom Orders, including non-floor stock items such as rugs & furniture and custom-made items, require a 50% non-refundable deposit. The balance of the account is due prior to collecting or delivery of your purchase.

 

Thanks for asking us how things work. We hope you keep on loving our store. If you’ve had an awesome experience with us, we would absolutely love you to tell everyone about it. 

​

Stay fabulous x