Refund policy
Refunds
To commence a return in accordance with these Terms and Conditions, customers must reach out to Seatones using the contact form on the
'Contact Us' page within 7 days of receiving your purchase. The purchaser shall not be entitled to return products without Seatones written approval.
When submitting a claim, please provide the following details:
- Your full name
- Invoice number
- Product code and product name
- A photograph of the damaged product or any item discrepancies, clearly presenting and describing the fault or basis for the claim
Managing Claims for Faulty Products
Claims related to defective or faulty products will be handled by Seatones on a case-by-case basis, with distinct remedies offered for major or minor faults. Major faults encompass issues that cannot be remedied, whereas minor faults are typically reparable.
Return Packaging Guidelines
Returned merchandise must be presented in its original packaging, inclusive of all accessories and components. For returns due to a change of mind, the product must be in brand new, unopened, and resalable condition.
Cancellation Before Shipment
In the event of order cancellation prior to dispatch, the ensuing terms apply:
- For regularly stocked items, you will be issued a store credit or refund subject to our discretion.
- For custom-made products, specifically crafted for your order, your non-refundable deposit will be forfeited, and you will have no further claim or entitlement to the cancelled product.
- For customer made product, specifically crafted for your order, if you have paid in full, your payment will be forfeited and you will have no further claim or entitlement to the cancelled product
Returns Due to Change of Mind
Returns due to change of mind are generally not permitted. A change of mind return request is subject to an approval process and must be made within 7 days of delivery. If approved a 20% restocking fee applies and the product must be:
- In brand new, resalable condition
- Returned in their original packaging (both internal and external)
- Unmarked and unused
- Unassembled or in the same state of assembly as originally delivered.
- Complete with all accessories and parts
- Of a product type that can be returned
Non-Returnable Product Types
- Include special, custom, altered, kit with components and ‘off the shelf’.
- Some of our products may be customised and made to your specifications, altered by means of permanent adjustment to your preference, built to your specifications using a sales kit combining two or more distinct components, or a complete product ‘off the shelf’.
- A product may appear to be offered as an ‘off the shelf’ product, but may actually be a combination of custom, altered or kit with components.
- Once a custom or altered product is created it cannot be cancelled or returned.
- Kit components may include seat pads, frames, cushions, chair legs, table legs, table tops with various colours.
Shipping, delivery, and handling charges on returns due to change of mind are nonrefundable.
Return Freight
Seatones can arrange return freight under the following circumstances:
- At the customer's expense for change of mind returns.
- At our expense for faulty or damaged products. Faulty products should be suitably packaged in their original packaging, encompassing all accessories and components, and preferably disassembled or partly assembled to mitigate further damage during transit. Seatones assumes no responsibility for loss or transit damage for products not transported by Seatones, including those damaged during transit after customer collection. Return charges may be deducted from the credited amount to alleviate upfront expenses.
Irreparable Damaged Products
Seatones will not retrieve products deemed, at our discretion, to be irreparably damaged or faulty beyond repair. In such cases, customers are accountable for the proper disposal of the products.
Clearance items
Clearance items are final sale items and cannot be returned or exchanged.