REFUND POLICY
We sincerely hope that you are delighted with your purchase. Nevertheless, we completely understand that your opinion may change upon its arrival or if the item doesn't match your expectations perfectly. If, for any reason, you are not completely happy with your item, you may return it to us within 14 days of purchase, provided it is in its original condition.
To initiate a return, please contact us via email at hello@saunter.com.au within 7 days of your purchase. Please note that we are unable to refund any shipping fees incurred for returned items.
Kindly note that certain items, including but not limited to sale items, made-to-order items, sourced items, custom items and vintage items are not eligible for returns.
FULL PRICE ITEMS
Saunter offers refunds, store credit or exchange on full priced product. Full price products must be returned within 14 days after receiving. To return your item it must be unused and returned in its original condition and packaging.
Return shipping charges are the responsibility of the customer and Saunter takes no responsibility for missing incoming deliveries of a return. Saunter encourages you to return your item/s via registered or traceable postal services, with insurance, as return parcels remain the liability of the customer until received by Saunter. Saunter reserve the right to refuse a return or exchange if the item has been returned in a way that does not meet our standards. You will be responsible to organise and pay for the collection and or postage for the refused item, to be returned back to your nominated address.
SALE ITEMS
All sale items are final sale in which Saunter do not offer refunds or exchanges unless the item is deemed incorrect or faulty. By definition a sale item is any item that has been purchased with a discount applied to the full price.
CUSTOM MADE, MADE TO ORDER AND SPECIAL ORDER ITEMS
Unfortunately, there is no refund, exchange, or cancellation available on custom, made to order and special order items. These items include our Fine Art Print Collection.
VINTAGE, ANTIQUE AND SECOND-HAND ITEMS
Unfortunately, there is no refund and/or exchange on vintage, antique or second-hand items.
At Saunter, we take great joy in celebrating the beauty, uniqueness, and historical value of the items in our Vintage collection. As these items are sourced second-hand, it is important to note that they may have experienced wear and tear from previous use, resulting in minor imperfections.
By choosing to purchase any of these items from us, you acknowledge and agree that you are fully aware of these imperfections and understand that they are not eligible for returns, refunds, credit notes, replacements, or repairs due to a change of mind.
Considering the nature of vintage and second-hand items, we strongly recommend thoroughly previewing the items before proceeding with your order. Any visible wear and tear or minor imperfections on our vintage and second-hand items should not be considered as defects or faults. Saunter encourages you to request additional images prior to placing your order to ensure your confidence in the purchase.
HOW TO PROCESS A RETURN
To start a return, you can contact us at hello@saunter.com.au. Once your return is approved you will receive a return authorisation from Saunter. This will include the return address and Saunter will include instructions on how to send your package.
Items sent back to us without a return authorisation, will not be accepted. You will then be responsible to organise and pay for the collection and or postage for the unauthorised item, to be returned back to your nominated address.
RETURNING YOUR ITEM
Your item must be returned in its original packaging or suitable alternative to ensure it is packed suitably for transport. It must be returned by the same method it was sent. For example, if you received it via a white glove service, it must be returned via a white glove service. If the item being returned is damaged in transit, it will be the responsibility of the customer and the damaged item must be collected by the customer from Saunter.
DAMAGED / FAULTY ITEMS
All items are quality controlled by our team prior to dispatch, however in the unlikely event that your item arrives damaged, defective or faulty please contact us immediately within 48 hours so that Saunter can evaluate the issue straight away.
Please email the team at hello@saunter.com.au and provide photographic evidence of the item and the packaging so that Saunter can review. Saunter may request further images and information for assessment. Faulty items do not have to be returned in the original packaging but must be packaged appropriately to avoid damage during the return shipping process.
Once an assessment has been made, Saunter will work to replace, repair or refund the order, on a case by case basis to be decided by Saunter. Any return shipping costs will be covered by Saunter for the return of the faulty or damaged item.
PROCESSING TIME
Please allow up to five (5) business days for your return to be checked and processed by our team. You will receive an email from our team once your return has been processed with the outcome.
IMPORTANT TO NOTE
Fine Art Print Collection
Saunter regards our Fine Art Print Collection as "made to order," which means we are unable to provide refunds, store credits, or exchanges for these products due to change of mind. We kindly request that you carefully select your Art Prints before proceeding with your order.
Handmade
As our products are lovingly handcrafted, please note that certain items may vary slightly from the images displayed since each piece is truly unique. The handmade production process may also result in additional markings, which are considered acceptable through our stringent quality control procedures. We encourage you to carefully peruse each product description and reach out to us with any inquiries regarding the handmade qualities before making a purchase.
For any questions or concerns regarding returns, please feel free to contact us at hello@saunter.com.au.