Loading...

Returns Policy

 

Riiko Ceramics offers a flexible returns policy which is fully explained in the terms and conditions (see tab on the left hand side of the page). We aim at all times to offer a high quality level of customer service. If you have any concerns please call us on 02 95915388 (overseas 61 2 95915388) or email us via our contact page.

Faulty Products and Damage during Transit

If you are not wholly satisfied with the Product, please tell us at the earliest opportunity: exactly what is the fault; the date, if relevant, when the fault became apparent; when and how you discovered the fault and how the fault affected your use of the Goods. 

To do this, it is essential that you follow the instructions below.  These provisions apply in the event that you return Goods to us because you say they are faulty:

You must tell us by email message sent via the contact page that you would like to return goods, specifying exactly what goods and when purchased, and giving full details of the defect or other reason for return.  We will then issue a returns note.  If you send goods to us without a returns note, we may not be able to identify sufficient details to enable us to attend to your complaint. 

You must contact us as soon as soon as any defect is discovered. Depending on your location, you may not be required to return the goods. In that case we will consider a photo of any defect and if agreed we will fully refund you all costs, alternately you may wish to have the item replaced at no cost to you.

If you recieve Goods that are seriously damaged (broken in transit), you should firstly email us and then provide a photo of the damaged item. Please do not destroy the packaging or the broken item until advised by us. Australia Post Insurance specifies that broken items must be taken to your local Post Office where you fill out a form advising of the damaged goods. If the item is small this will not be required however for large orders where is it clear that the carrier has damaged the items advise us as soon as possible and we will email you with instructions as to what to do. Any items damaged during postage will be replaced by us - once evidence of the breakage is received, specifically a photo of the damage.

Other Returns

There are occasions where mistakes are made and you decide that you wish to return the product. You have 14 days to do this. Please email us at the earliest opportunity. You must pay the cost of returning the products and we request that you do not alter the original packing due to a risk of damage due to poor packing of fragile goods. If the products are damaged on their return due to poor packing then you will be liable for their cost. Once the products are received and seen to be in original condition, then your payment (minus the cost of the original shipping) will be fully refunded to you.