Returns & Refunds Policy
1. General Return Policy
We offer a 14-day return policy for eligible items. You must request a return within 14 days of receiving your order.
To be eligible:
- Items must be unused, in their original packaging, and in the same condition you received them.
- Proof of purchase (receipt or order confirmation) is required.
- To initiate a return, contact help@amanandhiscave.com. We will confirm the appropriate return address and instructions.
- If you cannot organise freight yourself, we can arrange return shipping and deduct the cost from your refund. Items returned without prior approval will not be accepted.
This return policy is in addition to your rights under the Australian Consumer Law, including in relation to faulty or misdescribed products.
2. Change of Mind / Non-Defective Returns
2.1 Return Window
Change-of-mind returns must be requested within 14 days of delivery.
2.2 Condition
Returned items must be in resalable condition. Deductions may apply if items are opened, used, or damaged.
2.3 Shipping & Restocking Fees
- Return freight is the customer’s responsibility.
- Original shipping fees are non-refundable.
- A 10% restocking fee applies for items returned in original, unopened packaging.
- A 20% restocking fee applies for items with opened or missing packaging.
Restocking fees apply only to change-of-mind returns. They do not apply to returns where a product fails to meet consumer guarantees.
2.4 Custom or Made-to-Order Items
Items such as branded fridges, neon signs, V8 tables, or custom arcade machines are not eligible for change-of-mind returns. These products are still covered by consumer guarantees under the Australian Consumer Law.
2.5 Consumables
We do not accept change-of-mind returns for consumable goods (e.g., alcohol kegs or perishable items). If a consumable product is faulty, please contact us for assistance under your consumer rights.
2.6 Cancellation of Pre-Orders or Backorders
Pre-orders delayed by more than 30 days can be cancelled for a full refund. Backorders cancelled before dispatch may incur a 10% cancellation fee unless the delay was caused by us.
3. Faulty or Damaged Products
3.1 Reporting Faults
Please report any faults or damage as soon as reasonably possible by emailing help@amanandhiscave.com. Reporting early helps us resolve issues quickly.
3.2 Transit Damage
To assist with prompt investigation of transit damage (e.g., broken glassware), we recommend reporting it within 48 hours of delivery. Your legal rights under the Australian Consumer Law are not limited by this timeframe.
3.3 Our Resolution Process
- We may supply replacement parts before requesting a full return.
- If you choose to keep an item with a minor defect, we may offer a partial refund or discount.
- Full refunds or replacements are processed once the item has been received and assessed.
3.4 Continued Use
Where continued use causes further damage or affects assessment, this may impact your available remedies. We encourage customers to cease using products once a fault is identified.
4. Pool Table Returns & Resolutions
The following terms apply to pool table purchases and are consistent with your rights under the Australian Consumer Law.
4.1 Spare Pool Table Parts
We may resolve faults by sending spare parts, where recommended by our Customer Service Team or a qualified installer.
4.2 Non-Visible Component Damage
Damage to areas of the pool table not visible after installation (e.g., under cushions or puttied joints) may not warrant part replacement if functionality is unaffected.
4.3 Pool Table Cloth Characteristics
Minor frays, lumps or marks in thick cloth are normal and do not affect performance. These are not considered faults under our policy.
4.4 Slate Surface Conditions
Chips or cracks that can be covered, filled, or do not affect gameplay may not require slate replacement. If a fault makes repair unfeasible, a replacement will be provided.
4.5 Shipping and Delivery Timeframes
Pool tables ship in separate parcels. Investigations can only begin after 2 business days from the first delivery. Replacements may not be issued until 10 business days after the last scan.
4.6 Professional Installation Policy
Correct installation following our video guide is required. Incorrect assembly can cause issues that are not faults. Our installer has confirmed that all components function as intended when installed properly.
4.7 No Refunds for Minor Variations
Minor variations in frame alignment or finish that do not affect gameplay are considered normal. These do not warrant refund or replacement.
4.8 Service Callouts
Where required, we may dispatch an installer (fees apply). If a fault is confirmed, these fees will be refunded.
4.9 Replacement of Cloth and Pockets
If cloth or pockets are faulty or wear prematurely, replacements will be sent. Most components arrive within 1 week.
5. Missing or Incorrect Items
5.1 Reporting
Please notify us within 7 days of delivery if items are missing or incorrect.
5.2 Verification
We may request photos of the packing slip, packaging, and items received. Orders are checked using warehouse footage where necessary.
5.3 Resolution Timeframes
We aim to resolve reports made within 7 days. Reports made later may take longer to investigate but do not affect your legal rights.
6. Return Logistics & Customer Responsibility
6.1 In-Person Returns
Items collected in person must be returned the same way unless otherwise approved.
6.2 Return Packaging
It is the customer’s responsibility to package returns securely. We recommend using original packaging where possible. We are not liable for damage caused by inadequate repackaging.
6.3 Original Shipping Method Applies
Where applicable, returns should use the original shipping or pickup method unless otherwise approved.
7. Refund Timelines
Refunds are processed:
- Within 1–3 business days for Shopify or card payments
- Immediately upon approval for bank transfers (subject to your bank’s processing time)
For any return or refund requests, contact us at help@amanandhiscave.com.