TERMS AND CONDITIONS
1. No Change of Mind Returns
Modern Tide does not accept returns, exchanges or store credit where a product meets the applicable consumer guarantees and the customer has changed their mind or no longer wants the product. Change of mind and other non-fault reasons include, but are not limited to:
- the customer no longer needs or wants the product;
- the customer does not like the product's appearance, colour, finish, texture, firmness, comfort or style;
- the customer selected or ordered the incorrect size, colour, finish, configuration, quantity or product;
- the product does not suit the customer's room, existing furniture or personal preference;
- the customer did not check the product dimensions, access requirements or suitability before purchasing;
- the customer found the product at a lower price elsewhere; or
- the customer experiences a minor difference in colour or appearance caused by screen settings, photography or lighting, where the product is not materially different from its description.
2. Product Selection, Dimensions and Access
Customers are responsible for reviewing all product information and confirming that the product is suitable before placing an order. Before purchasing, customers should check:
- product dimensions and specifications;
- colour, finish, material and configuration selections;
- doorways, lifts, stairways, corridors and other delivery access points;
- the intended location and use of the product; and
- any assembly, installation or care requirements.
A product will not be considered faulty solely because it does not fit through an access point, does not fit the intended space, or does not suit the customer's personal preference where the published information was accurate.
3. Natural Materials and Product Variations
Some Modern Tide products use natural, handmade or individually finished materials. Natural and production variations may include differences in grain, veining, tone, texture, pattern, patina, surface character or minor dimensions. These variations are not considered faults where they are inherent to the material or production method, have been reasonably disclosed, and remain within reasonable manufacturing or industry tolerances. This section does not apply where a product is materially different from its description, sample or representation, or otherwise fails to meet a consumer guarantee.
4. Custom, Made-to-Order and Pre-Order Products
Custom, made-to-order and pre-order products are sourced or produced specifically for an order. These products are not eligible for return, exchange or refund for change of mind or any other non-fault reason. Customers are responsible for confirming all measurements, specifications, colours, finishes and configurations before submitting the order. This does not affect any rights or remedies available where the product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise fails to meet a consumer guarantee.
5. Sale, Clearance and Ex-Display Products
Sale, clearance, end-of-line and ex-display products are not eligible for return, exchange or refund for change of mind. Where a specific fault, mark, wear or imperfection was clearly disclosed before purchase, that disclosed issue will not by itself provide a basis for a remedy. Consumer guarantee rights may still apply to any separate fault or problem that was not disclosed and that causes the product to fail an applicable consumer guarantee.
6. Faulty, Damaged, Incorrect or Misdescribed Products
If a product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise fails to meet an applicable consumer guarantee, please contact Modern Tide as soon as reasonably possible.
To help us assess the issue, please provide:
- your order number or other proof of purchase;
- a clear description of the issue;
- clear photographs or video showing the product and the issue;
- photographs of the packaging where transit damage is involved; and
- any other information reasonably required to assess the claim.
Please do not arrange repairs, dispose of the product or return it without contacting Modern Tide first, unless it is reasonably necessary to prevent injury or further damage.
7. Assessment of Claims
Modern Tide may reasonably request further information or arrange an inspection before determining the appropriate remedy. Products do not need to be returned in their original packaging in order for a claim under the Australian Consumer Law to be considered. However, customers should retain packaging where reasonably possible until the product has been inspected, particularly where damage occurred during delivery. A claim may not be accepted where the issue was caused by misuse, accidental damage, incorrect assembly, improper handling, unauthorised modification, failure to follow reasonable care instructions, normal wear and tear, or another cause arising after delivery that is not attributable to the product.
8. Remedies Under the Australian Consumer Law
The remedy available will depend on the nature and seriousness of the problem and the requirements of the Australian Consumer Law. Where a product has a major failure, the customer may be entitled to reject the product and choose between a replacement and a refund, and may also be entitled to compensation for reasonably foreseeable loss or damage. Where a problem is minor, Modern Tide may choose to provide a repair or another appropriate remedy within a reasonable time. If the problem is not remedied within a reasonable time, further rights may apply. Modern Tide will not require a customer to accept store credit where the customer is legally entitled to a refund.
9. Returning or Collecting a Faulty Product
For products that can be posted or easily returned, the customer may be asked to return the product for assessment. If the product is confirmed to have a fault or other problem covered by the Australian Consumer Law, Modern Tide will reimburse reasonable return costs. For products that are large, heavy or difficult to return, Modern Tide will arrange and pay for collection within a reasonable time where required by the Australian Consumer Law. If an inspection confirms that the product does not have a fault or other covered problem, Modern Tide may require the customer to pay reasonable collection or inspection costs. A reasonable estimate of those costs will be provided before collection or inspection is arranged.
10. Refunds
Where a refund is required, it will be issued to the original payment method unless another method is agreed or required by law. Approved refunds will be processed as soon as reasonably practicable, generally within five business days. The time taken for funds to appear may depend on the customer's bank or payment provider. Where the Australian Consumer Law requires a refund for a major failure, the refund will not be replaced with store credit unless the customer agrees.
11. Proof of Purchase
Modern Tide may request proof of purchase before providing a remedy. Proof of purchase may include an order confirmation, receipt, invoice, payment record or another document that reasonably demonstrates the purchase.
12. Contact Us
For questions or assistance regarding a return, refund or product issue, please contact:
Modern Tide
info@moderntide.com.au
+61 489 156 245
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