Returns & Refund Policy
Returns & Refund Policy
We are committed to providing high-quality products and ensuring your satisfaction.
1. Damaged or Faulty Orders
If your order arrives damaged or faulty, we will gladly offer a return or replacement under the following conditions:
- Damage Report: Please notify us within 7 days of receiving your order.
- Proof of Damage: Provide clear photos of the damaged order and packaging. This helps us resolve the issue swiftly and work with our fulfillment partner.
Once we’ve reviewed your submission, we will issue a return authorisation. You will have the option to:
- Receive a replacement order, or
- Receive a full refund for the damaged item(s).
2. Change of Mind
We are unable to accept returns or offer refunds for change of mind. Please carefully review your order before completing your purchase. If you have any questions, feel free to contact us before placing your order.
3. How to Request a Return
To request a return for damaged orders, please contact us at shop@gurner.com.au with the following details:
- Your order number
- A description of the issue
- Photos of the damaged order and packaging
4. Return Shipping
If your return is approved, we will provide instructions for returning the damaged order. We will cover the cost of return shipping for damaged goods.
5. Refunds
Refunds for approved returns will be processed within 5-7 business days after we receive the returned order. The refund will be credited to the original payment method used for your purchase.
6. Exchanges
If you wish to exchange a damaged product, we will send you a replacement at no additional cost once we receive the returned item(s).
If you have any questions or concerns, our customer service team is here to assist you.
Contact Us
For any further questions about returns, refunds or your order, please feel free to reach out to our customer service team at shop@gurner.com.au.