REFUNDS & RETURNS

Returns and Refunds

We are sure you will be delighted with the quality of the items you order and we endeavour to describe all items as accurately as possible through our product photos and descriptions. However, if you're not happy with the item you receive, please contact us at orders@palatialliving.com.au within 10 calendar days to discuss an exchange or refund*. (*Sale items and custom made items excluded unless they arrive faulty or damaged.)
However please choose your items carefully as return postage is at the buyer's expense for change or mind.
Please make your selection carefully, we do offer a 100% satisfaction guarantee. If you do require the item to be returned, this will be at your expense.
Every effort is made to accurately describe and display our items correctly.
Refunds will not be given for colour, size, or pattern variations. Please be aware that some colours may vary slightly from how they appear on your screen.
For Refund payments for please allow up to 7 business days for the amount to be credited onto your statement.
Before shipping, your items are carefully inspected to ensure they are in good order. They are also packaged to ensure that they are not damaged during shipping. In the event, that a product is faulty, please contact and ensure to quote your purchase order reference number.
If you have to return the item you will be required to return it exactly the same way it was shipped to you so we can do our best to get the item repaired, replaced, refunded, or otherwise. If an item is returned in a different condition, and in a non-resaleable condition to as it was sent we cannot fulfil our returns policy.
Shipping can sometimes be rough so we strongly advise that you pack return products very carefully. Our items are all delicate whether they be ceramic, fabric, or porcelain. They must be looked after. We cannot accept responsibility for breakages that are the result of dropping or poor handling and care.
If an item is returned in a different condition to as it was sent we cannot fulfil our returns policy.
Returned items must be in unused, brand new saleable condition, in the original packaging with all tags attached. Please ship in protective packaging as goods damaged in return shipping will not be refunded.
There are no returns for change of mind on custom made items unless they are found to be faulty.
For hygienic reasons we are unable to exchange or refund any bath soap, body lotion / cream or jewellery item.

Return Policy

You may return the product for an exchange or credit note providing:

Original receipt, or proof of purchase is presented
Product/s are returned within 14 calendar days from date of purchase
Product/s are in their original condition and packaging - they must be a saleable condition

Refund Policy

Please choose carefully. A refund will not be offered for change of mind. A refund will apply if:

Product/s are identified as faulty
Product/s do not perform the intended purpose as represented
Product does not match the description provided.

Return/Return Process

If for any reason you are not satisfied, you will need to obtain a return authorisation number by contacting Palatial Living via email: orders@palatialliving.com.au

Please advise your name, original purchase order number, what product(s) you wish to return and your reason for returning
Please print the Return Authorisation Form – this will be emailed to you - and attach the completed form to each box being returned.
Items must be returned in their original, unmarked condition and packaging within 14 calendar days for a full refund or credit note (shipping charge is not refundable).
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product.
Once we receive the returned products we will issue your credit note or refund within 5 business days.
For refund payments please allow up to 7 business days for the refunded amount to be on your statement or card/ account.

Please note the following terms and conditions that apply to our Return Policy:

Proof of payment must be verified.
The returned item/s must be in our possession within 14 calendar days of your Authorisation Number received.
Shipping & handling charges are non refundable.
Returned items must be in the original condition, not used or altered. All products will be inspected prior to return policy being actioned.
Customers must request a return authorisation number prior to returning. Unauthorised returns will not be accepted.
We reserve the right to refuse executing our return / refund policy for abuse of this policy.

Damaged or faulty items

We check all items before shipping but if you should receive an item that is faulty, damaged or not as described, we will offer a full refund or replacement item. Please contact us at orders@palatialliving.com.au within 10 calendar days to discuss.
We usually request photos to confirm that the item is faulty, damaged or not as described but we do reserve the right to request that items be returned for inspection before issuing a refund.
Please ship in protective packaging as goods damaged in return shipping will not be refunded. Once we have received the item back in good order and confirmed the fault or damage, we will refund both the cost of the item and the shipping costs or provide a replacement item.
Any item that is returned used or has been damaged after receipt by the customer will not be accepted for refund.
After receipt of the item, storage and return shipping is the responsibility of the buyer.

Website & Phone Orders Refund & Return Policy

This Returns Policy applies to online and phone order purchases only. Palatial Living want you to be delighted with your online shopping experience, therefore, we endeavour to provide you with as much information about our policies so that you can make an informed decision. If you have any questions or concerns please feel free to contact us via email admin@palatialliving.com.au
For Refund payments for credit cards paid through Square please allow up to 7 business days for the amount to be credited onto your statement.