Returns Policy

14 Day Returns Policy

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Step 1 - Request a Return

Create a returns request within 14 days of receipt (excluding made to order items).

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Step 2 - Instant Refund

We now offer Refundid. Receive an instant refund, before you send your items back. Check if your return is eligible below.

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Step 3 - Send Items Back

Place your items in their original packaging and send them back to the address provided within 3 business days of lodging your return.

Start your return here

Enter your order number and email address to get started!

Things to know

  • Instant Refunds

    What is Refundid?
    Refundid is a third party Instant Refund return provider! When using Refundid, refunds are paid out instantly meaning they are received in your bank account within 60 seconds of the return being lodged through Refundid.

    How does it work?

    1. 1. Enter your order number and email address to see if your order is eligible for a return.
    2. 2. Select the items you’re returning
    3. 3. Click the organise return shipping later button
    4. 4. Get Refundid.

    When can I expect my refund?
    Within 60 seconds of submitting your return via the Refundid portal! If your refund is not received within this timeframe, please reach out to Refundid here.

    Where do I receive my refund?
    Your refund is sent to your nominated bank account used to create your Refundid account. This means your original payment method used to place the order, remains in place. If you have paid with a gift card or are trying to submit a return for an exchange order, you won't be eligible to book a return with Refundid.

    When do I need to return my items?
    You have x days to post your return! Once you’ve sent your items you are required to enter the tracking information into the Refundid portal. If your return tracking has not updated within 10 days, Refundid will reverse the instant refund they have paid out to you.

    Does it cost to use Refundid?
    Refundid is 100% free to use for all customers, as long as you follow the rules!* That means no interest, no transaction fees and your full refund instantly. *Refundid's Terms & Conditions require you to follow the select stores return policy to avoid being charged any misconduct fees (Charges). This includes providing Refundid with a valid shipping tracking number within 3 business days of receiving your instant refund. Click here to learn more.

    What happens if I’ve used Afterpay or another BNPL service to purchase my goods?
    You are still eligible to receive a refund from Refundid by following the Refundid process. The refund will not settle your BNPL debt and you will be required to pay the remaining installments to your BNPL provider.

    For example:

    1. 1. Harry buys a $100 cushion and pays his first $25 instalment to Afterpay.
    2. 2. He decides the the cushion is the wrong colour and lodges a refund from Refundid.
    3. 3. After entering his order and tracking number he is paid the full $100 from Refundid.
    4. 4. Harry must pay Afterpay the remaining $75 at the specified payment dates.

    If you have any questions about Refundid you can contact their customer service team here or The Block Shop customer service team here.

  • Change of mind

    Here at The Block Shop we want to make online shopping as easy and risk free as possible. If for any reason you are not happy with your purchase, we are happy to accept a return or exchange within 14 days of receipt (excluding made to order goods). Made to order goods include all artworks on the site and any custom made furniture.

    If you decide to return your purchase, you can choose from the following options;

    Refund - We are happy to offer you a refund for the value of the item, less shipping costs.

    • Store Credit - If you'd prefer, a store credit will be issued for the value of the item, less shippings costs, and can be used anywhere on The Block Shop and is valid for 12 months. 

    • Exchange - Exchange for another Block Shop item to the same value, including shipping costs. 

    • Items Ineligible for Return - We cannot accept returns for made to order goods. This applies to all artworks on the site and any made to orders items eg. custom made furniture and reno supplies. This is effective once you make the order as this is when these items will go into production.  Due to hygeine issues, items that have been removed from the box/packaging are ineligible for return, eg. mattresses.

    • Colour not as expected? The Block Shop does its best to ensure that the images on the site accurately portray the correct colour of our products.  However, some colours may appear differently, depending on the screen or settings of the screen that you are using to view the product. This is not a product fault/error and will be considered a change of mind.

    • Shipping costs incurred will not be refunded and the cost of returning the goods will be paid for by you. Any items returned must be unused/unassembled and in their original packaging. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store-credit until the item has been received and verified by the tracking number. 

    • To start the Return Process, please fill in your details above or contact info@theblockshop.com.au for further details.

  • Faulty or damaged items

    7 Days

    As soon as your item arrives it is your responsibility to open your package and check for any damage in case the journey has been bumpy. Any damage needs to be reported within 7 days of receipt.

    We also ask that you keep all packaging in case you need to make a return - we cannot accept a return without the original packaging.

    You will be entitled to a repair or replacement for a minor problem and replacement and refund for a major problem.

    For a minor problem, you are entitled to a repair or replacement.

    For a major problem, you are entitled to a refund.

    *Please see details below as to what determines a minor or major problem under Australian Consumer Law.

    What to do?

    To start this process, please notify us as soon as you can, but at a maximum of 7 days to  info@theblockshop.com.au. Please include a description of the problem and a photo of the damage to the product as well as a photo of the packaging. 

    Once we receive your notification, we will contact you to work out the best way forward to resolve the issue.

  • Missing items

    You have 14 days from the estimated delivery date to inform us if you didn't receive your item so this can enable us to lodge an enquiry with the courier/postal service.

  • Warranty information

    Our goods come with the statutory guarantees imposed by the Australian Consumer Law.  Below is some information about the rights that the statutory guarantees provide.

    1. When can you obtain a refund or replacement under the statutory guarantees?

    (a) We are not required to provide a refund or replacement if you change your mind.

    (b) If the product doesn’t comply with one of the consumer guarantees in the Australian Consumer Law, you are entitled to have the product repaired or receive a refund or replacement, depending on whether there is a major or non-major problem.

    (c) The statutory guarantees include guarantees that the product:

    • is of acceptable quality;

    • is fit for any disclosed purpose; and

    • matches its description or sample.

    (d) You can choose a refund or exchange if a product has a major problem.  This is when it:

    • has a problem that would have stopped someone from buying the product if they had known about it;

    • is unsafe;

    • is significantly different from the description or a sample; or

    • doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.

    (e) Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

    (f) For a non-major fault, we can repair the product in a reasonable time instead of offering a refund or replacement. 

    (g) Please keep your proof of purchase – e.g. your order confirmation/receipt.

     

    This information doesn’t limit the scope of your rights or our obligations under the Australian Consumer Law.  More information about the Australian Consumer Law is available on the Australian Competition and Consumer Commission website: http://www.accc.gov.au.

    If you have any questions or concerns, please feel free to contact our friendly customer service team by emailing info@theblockshop.com.au

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