RETURNS, SHIPPING & DELIVERY POLICY

This Returns, Shipping & Delivery Policy applies to Products purchased from Designed By Karo Pty Ltd (ABN 18 696 906 966) trading as Karo (Karo, we, us or our).

This Policy should be read together with our Terms & Conditions, Warranty & Product Care Policy and any specific delivery, return or order conditions stated on a Product page, quotation, invoice or order confirmation.

Nothing in this Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

SHIPPING & DELIVERY

DELIVERY SERVICE

Karo delivers orders using third-party courier and freight providers.

Delivery is available only to the locations shown at checkout or otherwise agreed to by Karo.

Unless expressly stated otherwise, delivery is a standard delivery service and does not include:

- assembly;
- installation;
- hanging or wall mounting;
- unpacking;
- removal of packaging;
- removal of existing furniture;
- styling;
- delivery to a particular room or floor; or
- specialist handling through restricted access areas.

The exact service provided may depend on the Product, destination and courier selected.

DELIVERY CHARGES

Applicable delivery charges will be displayed at checkout, included in your quotation or otherwise confirmed before your order is accepted.

Unless expressly stated otherwise, Product prices do not include delivery, handling, installation or assembly.

Additional charges may apply where a delivery requires redelivery, return-to-sender, storage, special handling or other services as a result of circumstances within the customer's control.

DELIVERY TIMEFRAMES

Delivery timeframes provided by Karo are estimates only and are generally calculated from dispatch, rather than from the date an order is placed.

We will use reasonable efforts to dispatch and deliver orders within the estimated timeframe but do not guarantee a particular delivery date unless expressly agreed in writing.

Delays may occur due to circumstances outside our reasonable control, including:

- carrier delays;
- severe weather;
- road closures;
- industrial action;
- customs processing;
- port congestion;
- manufacturing or supply delays; or
- incorrect or incomplete delivery information.

Where Products are identified as preorder, backorder or incoming stock, any estimated arrival or dispatch date is indicative only.

We may dispatch an order in more than one shipment.

Nothing in this section affects any rights or remedies you may have where Products are not supplied within a reasonable time.

DELIVERY ADDRESS AND ACCESS

You must provide a complete, accurate and accessible delivery address.

We do not deliver to PO boxes unless expressly stated otherwise.

Before ordering, you are responsible for checking that the Product and its packaging will fit through all necessary access points at the delivery location, including:

- doorways;
- hallways;
- lifts;
- stairwells;
- gates;
- access roads; and
- any other restricted access areas.

You must disclose any access restrictions that may affect delivery.

Where delivery cannot be completed because:

- the address supplied is incorrect or incomplete;
- no authorised person is available where a signature is required;
- access is unsafe, restricted or unsuitable;
- the Product does not fit through the available access;
- required approvals, permits or bookings have not been arranged; or
- the customer refuses delivery without a lawful basis,

you may be responsible for reasonable redelivery, return-to-sender, storage and handling costs, except where the failed delivery was caused by Karo or the carrier.

Courier drivers are not required to assist with assembly, installation, positioning or moving other furniture.

AUTHORITY TO LEAVE

Where you request or authorise an order to be left unattended, the courier may leave it at the nominated location where the courier considers it safe and lawful to do so.

You are responsible for selecting a delivery address that is reasonably safe and secure.

Construction sites, shared entrances, exposed outdoor areas and unattended premises may not be suitable delivery locations.

To the extent permitted by law, Karo is not responsible for theft, weather exposure or damage occurring after a Product has been delivered in accordance with your authority-to-leave instructions.

This does not affect responsibility for damage that occurred before or during delivery.

RISK OF LOSS OR DAMAGE

To the extent permitted by law, risk in the Products passes to you when the Products are delivered to the nominated address or delivered in accordance with your authorised delivery instructions.

This does not exclude Karo's responsibility for Products that are lost or damaged before delivery, or any rights or remedies available under the Australian Consumer Law.

DAMAGED IN TRANSIT

INSPECTING YOUR DELIVERY

You should inspect your order as soon as reasonably possible after delivery.

Where a Product appears to have been damaged in transit, please notify Karo within 48 hours of delivery where reasonably possible by emailing hi@designedbykaro.com.au.

Prompt notification assists us in investigating the matter with the courier.

Failure to notify us within 48 hours does not automatically remove any right or remedy you may have under the Australian Consumer Law.

WHAT TO PROVIDE

When reporting transit damage, please provide:

- your name;
- your order number;
- a description of the damage;
- photographs of the entire Product;
- close-up photographs of the damage;
- photographs of the external and internal packaging;
- photographs of any courier labels; and
- confirmation of whether the packaging appeared damaged on arrival.

Please retain the Product and all original packaging until we advise you otherwise, as the courier may require these for assessment.

You must not install, assemble, modify or continue using a Product that appears unsafe or materially damaged.

RETURNS & EXCHANGES

CHANGE OF MIND

Karo is not required to provide a refund or exchange merely because you have changed your mind. However, we may approve a change-of-mind return in accordance with this Policy.

All change-of-mind returns require prior written authorisation from Karo.

Please contact us at hi@designedbykaro.com.au as soon as possible after receiving your order if you wish to request a return.

Approval is not automatic and may depend on the Product, its condition, the circumstances of the order and any specific return conditions disclosed at the time of purchase.

CHANGE-OF-MIND RETURN CONDITIONS

Where Karo approves a change-of-mind return, the Product must generally:

- be unused;
- be unassembled;
- be uninstalled;
- be unaltered;
- be undamaged;
- be in saleable condition;
- be returned in its original packaging; and
- be accompanied by proof of purchase.

You are responsible for ensuring that any Product being returned is appropriately packaged and protected during return transport.

A Product that is damaged during return transit as a result of inadequate packaging may not qualify for a full change-of-mind refund.

PRODUCTS THAT MAY NOT BE ELIGIBLE FOR CHANGE-OF-MIND RETURNS

Products may not be eligible for a change-of-mind return where they have been:

- installed;
- assembled;
- used;
- altered;
- modified;
- damaged after delivery; or
- otherwise rendered unsuitable for resale.

Change-of-mind returns may also be unavailable for Products identified at the time of sale as:

- clearance;
- final sale;
- customised;
- personalised;
- specially ordered; or
- otherwise non-returnable.

Any Product-specific exclusion will be stated on the applicable Product page, quotation, invoice or at the time of sale.

These exclusions do not apply where a Product is faulty, damaged, incorrectly supplied or otherwise fails to comply with an applicable consumer guarantee.

RETURN DELIVERY COSTS

For an approved change-of-mind return, you are responsible for the cost of returning the Product to Karo unless we agree otherwise in writing.

Original delivery charges are not generally refundable for a change-of-mind return.

Any reasonable restocking or handling fee applicable to a change-of-mind return will be disclosed by Karo before the return is accepted.

These provisions do not apply where requiring you to pay return costs or other charges would be inconsistent with your rights under the Australian Consumer Law.

EXCHANGES

Requests for exchanges are subject to the same eligibility requirements as change-of-mind returns.

An exchange is subject to the availability of the replacement Product.

You may be responsible for return delivery and any delivery charges associated with sending the replacement Product.

If the replacement Product has a different price, any difference will be payable or refunded as applicable.

ORDER CHANGES & CANCELLATIONS

Requests to cancel or change an order must be submitted to hi@designedbykaro.com.au as soon as possible.

Submitting a request does not automatically cancel or change your order.

Whether we can accommodate a request will depend on:

- the status of the order;
- whether the Product has been allocated;
- whether the order has been packed or prepared for dispatch;
- whether the Product has been specially ordered or customised;
- any costs already incurred by Karo; and
- any specific terms stated on the applicable quotation, invoice or Product listing.

Once an order has been dispatched, it cannot be cancelled and must instead be dealt with as a return under this Policy.

Different cancellation conditions may apply to preorders, backorders, customised Products or specially ordered Products where those conditions were disclosed before purchase.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

FAULTY OR INCORRECT PRODUCTS

If you believe a Product is faulty, unsafe, materially different from its description or has been incorrectly supplied, please contact us at hi@designedbykaro.com.au.

Where continued use could cause damage or injury, stop using the Product.

Please provide:

- your order number;
- proof of purchase;
- a description of the issue;
- photographs or video showing the issue; and
- any other information reasonably required to assess the claim.

We may ask you to return the Product or make it available for inspection before determining the appropriate remedy.

Where a Product is confirmed to have a failure covered by the Australian Consumer Law, Karo will provide an appropriate remedy in accordance with applicable law.

Where required by law, Karo will bear reasonable return, collection or redelivery costs associated with a faulty, damaged or incorrectly supplied Product.

We will not require you to pay return freight where doing so would be inconsistent with your statutory rights.

REFUNDS

Where a refund is approved, the refund will generally be processed using the original payment method where reasonably practicable.

Processing times after a refund has been issued may vary depending on your bank or payment provider.

Any refund relating to a change-of-mind return may be adjusted for applicable return delivery, restocking or handling charges that were disclosed and agreed as part of the return.

No such deduction will be made where doing so would be inconsistent with your rights under the Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

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

The change-of-mind conditions in this Policy are separate from your statutory rights.

Where a Product fails to comply with an applicable consumer guarantee, the remedy available will depend on the nature and circumstances of the failure and may include repair, replacement, refund, compensation or another remedy.

Nothing in this Policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded.

TRADE AND WHOLESALE ORDERS

This Policy also applies to trade and wholesale orders unless different return, cancellation, freight or delivery conditions have been expressly stated in an accepted quotation, invoice, order confirmation or account agreement.

Nothing in those additional conditions excludes any right or protection that cannot lawfully be excluded.

CONTACT US

For delivery enquiries, return requests, damaged deliveries or Product issues, please contact:

Designed By Karo Pty Ltd
Trading as Karo
ABN: 18 696 906 966
Email: hi@designedbykaro.com.au
341 Macquarie St, South Hobart TAS 7004
www.designedbykaro.com.au