Returns and Ordering Policy
How to Request a Price Match
It’s easy! Just show us proof of the competitor’s advertised price for the exact same product. This must be done at the time of purchase - not after.
Once we confirm the competitor’s price and ensure their product is in stock and available for immediate sale with the same payment terms, we’ll happily match the price.
You will be given a code to enter upon Checkout to ensure your order total matches the pricing our team member has approved.
In-store Price Match will be applied when we process our order.
What’s Not Eligible for a Price Match?
There are a few things that don’t qualify for a price match:
- Offers with free gifts, bulk discounts, or quantity-based pricing.
- Trade or special event exclusive offers.
- Clearance items, seconds or display models.
- Items sold by third-party sellers on marketplace sites.
- Pricing errors / products priced unusually lower than the RRP.
Returns Policy
We are pleased to offer a credit note or exchange for items returned within 30 days of purchase, provided they are in saleable condition and/or in their original packaging. Please note that refunds are not available for change-of-mind returns.
If you wish to cancel a pre-order within 30 days of the purchase date and have not yet received the goods, we will process the cancellation and issue a credit note equivalent to the value of the items.
Any product/order returned or cancelled due to change of mind is charged a 20% restocking fee. (unless the product is deemed faulty)
To qualify for a return:
- The item must be unused and in original condition, as received.
- Items must be returned in the original packaging.
- Pre-Orders or Made-to-Order products that are cancelled due to change of mind do not qualify for refund, return or exchange.
- Sale Items, Outlet Items and Floorstock do not qualify for refund, return or exchange.
- You are required to pay the cost of returning the product(s) to us (including all postal or freight charges). Refunds are issued less any shipping costs originally charged at checkout.
- Any product/order returned OR cancelled due to change of mind is charged a 20% restocking fee.
When returning an item, depending on the circumstances we will offer you one or all of the below options our discretion: - Refund minus Shipping & 20% Restocking Fee
- Store Credit
- Exchange (depending on stock availability) minus Shipping Fee
You are required to pay the cost of returning the product(s) to us (including all postal or freight charges). Refunds are issued less any shipping costs originally charged at checkout.
Any product/order returned OR cancelled due to change of mind is charged a 20% restocking fee.
Send an email to sales@easterly.com.au
SUBJECT: RETURNS ORDER#"your order number"
Please advise the details of your return or exchange request. A member of our team will respond as soon as possible. Provide images if applicable.
To return your product, please mail it to:
EASTERLY
2 Winki Way
Torquay, Victoria
Australia 3228
You are required to pay the cost of returning the product(s) to us (including all postal or freight charges). Refunds are issued less any shipping costs originally charged at checkout.
Items must be returned in the original packaging.
If you need assistance in organising return delivery please contact us via sales@easterly.com.au
Damaged Goods
If you receive damaged goods, please notify us within 72 hours of delivery, including images and details of the damage.
Our Customer Care team will work with you to assess the issue and determine the appropriate course of action, which may include a refund, repair, replacement, or partial credit.
If we do not receive notice within 72 hours of delivery, the item(s) will be considered free of defects, and any right to claim in respect of the item(s) will be waived.
Sale Items, Outlet Items and Floorstock
Sale Items, Outlet Items and Floorstock do not qualify for change of mind refund, return or exchange.
Outlet Items & Floorstock Items are sold as is.
Made to Order & Pre-Ordered Items
A 50% payment is required at the time you place an order for back-ordered or pre-ordered items. This includes any applicable delivery fees. Payment must be completed and cleared at least 3 days prior to the scheduled delivery date.
We reserve the right to withhold delivery if full payment has not been received.
If you decide to cancel your pre-order, any funds already paid may not be refundable "as of right."
Please note:
Made-to-Order items require a 50% Deposit which is NON-REFUNDABLE.
For made to order and pre-ordered items, we can only provide an estimated arrival date for when they will reach our warehouse. This date is subject to change due to various factors beyond our control, which may result in unexpected delays. We will make every effort to keep you informed of any changes to the arrival date via email.
Timber Disclaimer
Each piece of timber is unique, which is why our products are special. We do not refund on timber colour differences. This means that the colouring and look of timber products will vary. There will be variations in colour, grain, knots and the use of plugs. In some larger products, such as recycled tables, where there is a knot or hole in the timber, the hole will be filled with a plug. These are fitted and sanded to create as seamless appearance as possible. You should expect that there will be plugs when you purchase recycled timber products.
We guarantee your product will be made of the type of timber chosen by you. We cannot guarantee how the timber will ‘look’. This is the beauty and nature of timber products, especially recycled products. Variations and imperfections are not flaws, they are what makes the product unique. Every single tree is different, even when of the same species and even when the same species are grown in the same place.
Timber is a natural living and breathing product which absorbs moisture and heat depending upon the environment that it is. Thus, small cracks may appear if there is a quick change in the environment (such as the temperature or exposure to rain and sunlight). This is a normal reaction and is to be expected in the circumstances. Timber products should never be exposed to extreme heat or cold, i.e., a table should not be beside a fire or heater, nor placed under an air conditioner.