​​​​​

  SHIPPING, RETURNS &        AUSTRALIAN CONSUMER LAW

​

  SHIPPING

• Orders for in-stock pieces are generally processed and dispatched within 2–3 business days after payment is received.

• Orders are shipped using Australia Post or another suitable delivery provider.

• Shipping charges are calculated according to the parcel size, weight and destination.

• Tracking information will be provided by email once an order has been dispatched.

• Customers are responsible for providing complete and accurate delivery information. If an order is returned because the customer supplied an incorrect address or did not collect the parcel, the customer may be responsible for reasonable redelivery costs.

• International customers are responsible for any applicable customs duties, import taxes or local charges.

• If an order is lost, delayed or damaged during delivery, please contact us at hello@eboceramics.com.au. We will investigate the matter with the delivery provider and provide any remedy required by law.
   

DELAYS AND PRODUCT AVAILABILITY

• If we cannot dispatch or supply an order within the stated, agreed or otherwise reasonable timeframe, we will contact you as soon as reasonably possible.

• You may accept a revised timeframe or cancel the affected order for a full refund.

• This does not limit any rights or remedies available under the Australian Consumer Law.

 
  HANDMADE VARIATIONS

• Every EBO CERAMICS piece is handmade.

• Slight variations in dimensions, form, clay colour, glaze, surface texture and finish are a natural part of the making and firing process.

• Product images and measurements are provided as accurately as possible. Screen settings may also affect how colours appear. These disclosed handmade variations are not normally faults where the piece remains consistent with its product description.

• This does not limit your rights where a product is faulty, unsafe, materially different from its description or sample, or not fit for a disclosed purpose.

  CHANGE OF MIND

• EBO CERAMICS does not offer returns or exchanges where a customer changes their mind, finds an item elsewhere at a lower price, decides they no longer like the item or no longer has a use for it.

• Made-to-order and commissioned pieces are also not returnable for change of mind unless otherwise agreed in writing. This change-of-mind policy does not exclude or limit any rights available under the Australian Consumer Law.
  
  FAULTY, DAMAGED OR INCORRECT PRODUCTS

• Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

• Please contact hello@eboceramics.com.au as soon as practical if your order:

  • arrives damaged

  • is faulty or unsafe

  • is materially different from its description or sample

  • is not fit for a purpose that you discussed with us before purchasing

  • contains the wrong product

• Please include your order number, a description of the problem and photographs where available.

• There is no 24-hour cut-off for rights provided by the Australian Consumer Law.

• We may assess the product before providing a remedy.

• For a major problem, you may choose a refund or replacement. You may also keep the product and receive compensation for its reduced value.

• For a minor problem, we will provide a free repair or another remedy available under the Australian Consumer Law. If we cannot fix the problem within a reasonable time, you may be entitled to a replacement or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the problem.
  
  RETURNS AND RETURN COSTS

• We may request reasonable proof of purchase.

• You do not need the original packaging when returning a product because of a problem covered by the Australian Consumer Law.

• We will provide return instructions before you send a product back.

• If we confirm that the product has a problem, we will reimburse reasonable return postage or transport costs.

• For large, heavy or difficult-to-return pieces, we will arrange collection or pay reasonable collection costs where required by law.

• We will issue an approved refund using the original payment method unless we agree to another method with you.

• If an assessment confirms that the product does not have a problem covered by the Australian Consumer Law, you may be responsible for reasonable inspection, collection or return costs. We will provide an estimate before incurring those costs.
  
  CONTACT

• Email: hello@eboceramics.com.au.

• Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.