Returns and Refund Policy
GENERAL RETURNS POLICY
We hope you love everything you purchase from us but do understand, on occasion, there may be certain circumstances where you would like to return a product.
CHANGE OF MIND
Please contact us within 24 hours of receiving your parcel so that we can coordinate a return. We will be pleased to offer you an exchange, credit note or refund upon receipt your product provided that:
1. You have provided satisfactory Proof of Purchase; and
2. The item is in a saleable condition, with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unused and as sold.
Please note that selected items we sell are subject to special returns conditions as detailed below. Please carefully read the returns policy for the product you are wanting to return, as listed on its product page of our website, or refer to your receipt of purchase from our store.
ITEMS THAT CANNOT BE RETURNED
As a local small business, we try to be transparent with our returns policy. Please choose carefully as we do not offer exchange or refund on the following items unless faulty:
- Towels
- Bedding
- Books
- Vintage and reclaimed items
- Special order items including furniture
- Sale items
- Gift Cards
SOFT FURNISHINGS RETURN POLICY (excluding special order items)
Soft furnishings include cushions, pillows, textile doormats, blankets, throws, rugs, and napery. This list is not exhaustive.
For online purchases, we understand that a one day turn around is a big ask. If you’ve received your item and it is not suitable, please carefully place your item back in the protective wrapping supplied and get in touch with us within one day of receiving your order. Please contact us with your order number and we will be in touch to coordinate a return. We will be pleased to offer you an exchange, credit note or refund upon receipt your product provided that:
1. You have provided satisfactory Proof of Purchase; and
2. The item is in a saleable condition, and the item is unused and as sold.
SPECIAL ORDERS RETURNS
Please choose any special order items carefully.
Special order products are not able to be returned for an exchange or refund due to change of mind, or if they do not suit your home. We highly recommend taking extra care to check your measurements of both your home and the item you are ordering to avoid any disappointment. Please be sure to measure doorways to confirm your piece can fit though to be placed into your space.
FURNITURE RETURNS
We ask that you please choose furniture items carefully.
We recommend that you carefully consider your measurements, the style and the colour of any furniture items before finalising your order with us. If you are unsure and would like additional information or images of a piece you are considering to assist you in visualising it in your home please contact us and we will be happy to help.
Any returns on furniture due to change of mind will attract a restocking fee of 25% of the price of each item. Any items to be returned must be in original, undamaged saleable condition. Please note: It is the responsibility of the customer to arrange safe delivery of the item back to us within 14 days of purchase. Should a return courier be required, a charge will apply. The original delivery fee will not be refunded. Made to order furniture is not able to be returned, exchanged or refunded once the order is confirmed.
FAULTS OR ITEMS THAT ARE INCORRECTLY DESCRIBED
If you believe you have received a product that is faulty or has been incorrectly described, we are happy to assist in finding a solution. Please contact us with your order or receipt number, and we will be in touch with you directly. Where possible, please include a photograph of the item to help us resolve this for you as quickly as possible.
PROOF OF PURCHASE
All returns, refunds, exchanges or faulty products must be accompanied by a digital or hard copy of the online receipt as proof of purchase.
CONSUMER GUARANTEES
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from High Country Home.
HOW TO RETURN ITEMS
You can return items by post or courier to a returns address that will be provided upon request. Please be advised that you are responsible for paying for your own return shipping costs for your item unless it is faulty. If you are shipping an item over $50, please use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.
1. Please contact us outlining the items to be returned and the reason before sending any items. If item is damaged or faulty please include images if possible
2. Once approved please carefully re package and send the item via your preferred trackable mail or courier service.
3. Please include your Proof of Purchase with your goods.
4. Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item and confirm the acceptance or rejection of your refund claim. Once approved by us your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days.
5. Need assistance with a return – please feel free to contact us for further information.