• Home
Login

Country

Cart

Your cart is empty

Refund policy

Return & Refund Policy

⚠️ CHANGE OF MIND & ORDERING POLICY (STORE CREDIT ONLY)

Please measure your spaces carefully and verify product quantities before purchasing. In accordance with Australian Consumer Law, Venice Street Living does not offer cash or card refunds for change of mind, finding items cheaper elsewhere, choosing the wrong size/style, or ordering excess quantities. Eligible returns are issued as Store Credit minus a 10% restocking and administrative fee.

1. Change-of-Mind & Incorrect Item Chosen (Store Credit)

If you have ordered an incorrect item, wrong size, or excess quantities (including building materials, bricks, pavers, and stone), you may request a return for Store Credit within 14 days of delivery/collection, subject to the following conditions:

  • Condition: Goods must be 100% unused, uninstalled, in pristine original condition, and in complete original packaging with all straps/pallets intact.
  • 10% Restocking & Admin Fee: All approved change-of-mind and customer-error returns incur a 10% restocking and administrative fee (calculated from the item purchase price) to cover physical handling, warehouse reinspection, pallet restacking, and administrative processing.
  • Return Freight: The customer is responsible for all return freight and transport costs back to our Gold Coast warehouse yard. Initial freight charges are non-refundable.
  • Store Credit Validity: Store credits are valid for 12 months and can be applied to any products across our store.

2. Non-Returnable & Final Sale Items

The following items are strictly non-returnable and cannot be exchanged or credited:

  • Custom-ordered products (such as custom stone cutting, bespoke stone basins, or custom Suar timber table modifications).
  • Living plants or organic landscape materials.
  • Clearance items, ex-display models, and gift cards.
  • Installed or partially installed building materials, mortar-stained bricks, or sealed stone.

3. Damaged in Transit / Faulty Items (Australian Consumer Law)

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if an item has a major fault or arrives damaged in transit.

  • Inspection Upon Delivery: Please inspect all pallets, crates, and packaging immediately upon arrival.
  • Notification Window: In the event of transit damage or manufacturing defect, you must email our support team at info@venicestreetliving.com.au within 48 hours of delivery.
  • Required Documentation: Provide your order number, a brief description of the issue, and clear photos showing the damaged product, the packaging, and the carrier shipping label.
  • Our team will assess the report and coordinate an immediate replacement, repair, or resolution at no extra cost to you.

4. How to Request a Return / Store Credit

  1. Contact our customer support desk at info@venicestreetliving.com.au or call 0477 978 025 with your order number.
  2. Our team will review your request and provide return authorization and warehouse drop-off/freight instructions.
  3. Return Warehouse Address: Venice Street Living, 2457 Gold Coast Hwy, Mermaid Beach QLD 4218 (or designated Gold Coast warehouse depot).

Goods returned without prior written authorization will not be accepted.