Refund policy

RETURN AND REFUND POLICY

At Still Life Living (operated by BGT CONSULTING PTY LTD), we take great pride in providing high-quality artificial plants, faux florals, vases, and ceramic homewares. If you are not completely satisfied with your purchase, we are here to help.

This policy outlines your rights and our obligations regarding returns, refunds, exchanges, and cancellations for orders placed through our website at https://rccce3-rs.myshopify.com/. Our policies comply fully with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.

1. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We offer a 30-day Change of Mind Return Policy from the date you receive your order.

Eligibility Criteria for Change of Mind:

Items must be unused, in their original condition, and in their original packaging.
Artificial plants and flowers must not have been bent, cut, trimmed, or altered in shape.
Vases and ceramic plates must be free of marks, scratches, or signs of use.
You must provide valid proof of purchase (order confirmation or receipt).

Non-Returnable Items (Change of Mind):

Gift cards.
Clearance, final sale, or custom/made-to-order floral arrangements.
Items damaged due to improper handling, dropping, or misuse after receipt.

Note: For Change of Mind returns, the customer is responsible for paying return shipping costs. Initial shipping charges are non-refundable.

3. Damaged, Defective, or Fragile Items Transit Policy

Given the fragile nature of ceramics, glass, vases, and delicate faux stems, please inspect your delivery immediately upon arrival.

What to do if an item arrives damaged or defective:

Notify Us Promptly: Contact us within 48 hours to 7 days of delivery at RoderickAne6713@outlook.sa.
Provide Evidence: Include your order number along with clear, high-resolution photos or videos showing:
- The damaged item (e.g., chipped ceramics, broken vase, or defective stem).
- The inner protective packaging and outer shipping box with the shipping label visible.
Assessment: Our support team will review your claim quickly. If approved, we will offer a free replacement, a full refund, or a store credit without requiring you to return shattered or dangerously broken glass/ceramics.

4. How to Initiate a Return

Submit a Return Request: Send an email to RoderickAne6713@outlook.sa containing:
- Full Name
- Order Number
- Name of the product(s) you wish to return
- Reason for return (attach photos if the item is damaged or faulty)
Receive Authorization: Wait for our team to confirm your return request and provide shipping instructions.
Pack Securely: Safely pack fragile items (ceramics/vases) with adequate protective wrapping (such as bubble wrap) to prevent breakage during transit.

Return Shipping Address: BGT CONSULTING PTY LTD

b10/201 Varsity Parade

Varsity Lakes QLD 4227

Australia

5. Refunds & Processing Time

Inspection: Once your returned item is received at our QLD facility and inspected, we will send an email confirming receipt and notifying you of the refund status.
Payment Credit: Approved refunds will automatically be applied to your original method of payment within 5 to 10 business days.
Processing Delays: Refund processing times may vary depending on your financial institution or card issuer.

6. Order Exchanges

The fastest way to exchange an item (e.g., choosing a different vase or ceramic plate) is to return the unwanted item following our return process and place a new order separately on our website.

7. Order Cancellations

If you wish to cancel an order, please email RoderickAne6713@outlook.sa as soon as possible. Once an order has been picked, packed, or dispatched, it cannot be canceled, and you will need to follow our standard return process after delivery.