1. Returns, Exchanges & Refunds Policy
Our shop aims to provide a clear and reliable shopping experience in accordance with applicable consumer protection regulations in Australia. This policy applies to all orders placed through our website with delivery within Australia.
2. Return Conditions
Customers may request a return or exchange within 15 days of receiving the order.
- To be eligible for a return, items must be in their original condition, unused and undamaged. Where possible, items should include original packaging and all accessories.
- The return must include the order number and reason for the request, and be sent using the return label provided inside the package. The return shipping label is included with the parcel when delivered to the customer.
If the returned product does not meet these conditions, the request may be declined and no refund will be issued.
3. Exchanges & New Orders
To ensure efficient logistics management, our shop does not offer direct product exchanges.
- Each return is reviewed individually to ensure proper inspection of the returned item.
- If customers wish to obtain a different model, variant or configuration, they may place a new order based on availability on our website.
4. Order Cancellation
Orders that have not yet been dispatched may be cancelled within 24 hours of payment confirmation.
Once the order has been dispatched, any request must be handled according to the return procedure outlined in this policy.
5. Refunds
After receiving and verifying the returned product, refunds will be processed within 2–3 business days.
- Refunds will be issued using the original payment method where possible, unless another method is permitted under applicable regulations.
- The actual time for funds to be received depends on the customer’s bank or payment provider.
Once the refund is completed, the customer may receive a notification.
6. Request Procedure
To initiate a return, exchange or refund request, customers must contact our customer support team via email, providing the order number and reason for the request.
Customers should use the return label included in the package and carefully prepare the parcel following the provided instructions.
Our shop supports customers throughout each step to ensure a clear and transparent process.
7. Return Costs
If the return is due to a defective product or damage during transit, the associated costs will be handled according to the situation and applicable conditions.
If the return is due to personal reasons, such as preference or product selection, the customer may be responsible for the relevant costs as advised during the process.
We recommend using the return label included in the package to ensure proper tracking of the return shipment.
8. Limitations & Non-Eligible Cases
Returns or refunds may not be accepted in the following cases:
Customised or made-to-order items
Used or damaged products
Returns requested beyond the 15-day period after delivery
Items missing necessary components for verification
If a return does not meet the requirements, the customer will be informed and the item will be handled according to customer support guidance.
9. Customer Support
For any enquiries related to returns, exchanges, cancellations or refunds, please contact our shop using the details below:
Email: solveit@cottagethut.com
Phone: +81 (709) 258 62 69
Address: 1-4-4 KUCHITA, ASAKITA-KU, HIROSHIMA-SHI, HIROSHIMA 739-1735, JAPAN
Business Hours: Monday to Friday, 8:00 AM – 5:00 PM
Delivery Area: Australia
Our shop is committed to ensuring transparency, fairness and continuous support throughout all stages of the return process.
