Returns

Our returns policy:

• 30-day returns for a refund. Goods must be returned to our Perth Warehouse. 
• Credit note for goods returned up to 90 days after delivery
• Outstanding customer care on hand to help at all times
• Unwanted items can also be sent back to us via your choice of transport. Returned at your cost.

Hassle-Free Returns & Exchanges:

If you decide you don't want a product, you can return your items within 30 days of delivery for a full refund. Refunds will be issued when the goods have been inspected and they are seen to be undamaged and with all the parts present.

After 30 days, you can receive a credit note for goods returned up to 90 days after delivery. Credit notes are valid for 12 months from date of issue.

Simply speak with us via live chat on the website or email info@2magpies.com.au and we’ll be happy to discuss your return.

Please note that we cannot accept returns or exchanges for products that have been used, installed, or made-to-order. In order for your return to be accepted, please ensure items are packaged as they were sent out, and that they are in a resalable condition. The customer will be responsible for the cost of returning their item and if you are exchanging your item, you will also be required to pay the delivery cost of your new item.

Damaged Goods:

We strongly advise all customers inspect for item damage at the time of delivery prior to signing the delivery slip as a courier, freight, and supplying companies will most likely not take liability for any potential damage if you do not inspect at the time of delivery.

You must inform the delivery driver of any damage so they can record this on your delivery slip for our records and you must inform us immediately and send us photographic evidence of the noted damage.

You must notify 2Magpies of any damaged goods within 24 hours of receipt.

Damaged in Transit Claims:

It is the customer's sole responsibility to open and inspect the item once delivered within 24 hours of arrival. All carriers we use offer 24-hour limited liability transit insurance for damage related to transportation. In the case of damage, the customer must provide within 24 hours of arrival the following images:

• 1 Photo of the front of the box and1 photo of the back of the box
• 1 Photo of the shipping label/s
• 1 Photo of the box open with the item lying flat in the box with packaging in full view
• 1 Photo of the item damage close up.

 

Please ensure to include the following information to verify your order for our customer service team:

• Order/Invoice Number
• Full name on order
• Delivery address
• Confirmation if you signed for the item or if it was left with authority to leave at the property.

 

Please email your claim to info@2magpies.com.au .

Once 2Magpies has received the required information we will begin to assess the claim. We are required to lodge the claim within 24 hours from the date of delivery to comply with the transit insurance policy of the carrier. The information is required by law, by the insurance company the couriers nominate. 2Magpies will contact you within 10 business days of receiving the claims request. After the claim has been accepted, your new item will be in transit. You will be sent a new tracking number for your replacement item.

All damaged items must be retained by the receiver until the claims process is finished and the carrier's insurance company has accepted the claim. Due to the nature of products 2Magpies damaged glass, ceramic, stone and other hazardous materials will not be able to be collected by the couriers. This is for the safety of the drivers.

PLEASE NOTE: Our terms only apply to claims where photographic evidence of packaging and damage has been provided within 24 hours of the item being delivered. This is passed onto the consumer from the courier's limited lability transit policy.

Please ensure you inspect your goods thoroughly before handing them over to your installer. It is important that you do not install damaged goods, as we will be unable to replace or refund damaged items that have been installed.

Faulty Goods:

If you believe you have a defective product, the first thing to do is contact our team via live chat, or email info@2magpies.com.au. It is often possible to resolve a problem by offering technical advice over the telephone or by email, or by sending replacement parts. Please do not uninstall or replace an item prior to speaking with our team.

We will not cover any consequential charges, including installation costs, that result from the removal and reinstallation of items that could have instead been resolved by way of a replacement part; or if the product is later found not to be faulty after testing.

Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for installation by a competent professional, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve our right to collect and arrange for the item to be tested to ascertain the cause of a purported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible. If we arrange to provide a non-chargeable replacement prior to the item being tested this is provided to you on the basis of the original later being confirmed as faulty. If the item is instead found not to be faulty, any costs incurred in collecting the item may become chargeable, as will the cost of any replacement items provided.

We may be able to confirm a product defect without the need for collection or testing. If you are able to provide images or videos of the faulty item this will help us to resolve your issue as quickly and painlessly as possible.

Once we’ve confirmed a fault, we’ll advise you on the next course of action. You are entitled, once a fault has been confirmed, to either an exchange or a monetary refund if the fault was reported within the first 30 days after delivery of your order. After 30 days, once a fault has been confirmed, we will look to repair your item if possible. If we are unable to repair your item, we may offer a replacement, or a credit note.

Products that develop a fault after 1 year are usually covered under the manufacturer’s warranty and subject to the terms and conditions of that warranty. Please retain your proof of purchase and any warranty documentation, if supplied, in case you need to claim under warranty at a later date.

Wrong Item Received:

You must contact 2Magpies for any wrong items received within 7 business days of delivery so we may arrange re-delivery of the correct item and collection of the wrong item. Over this time frame there may be additional delivery costs incurred for the customer. The delivery of the replacement will be within the regular delivery time frame initially provided to you.

Warranties & Liability:

We warrant to you that all goods will be of satisfactory quality and fit for their normally intended domestic purpose. All 2Magpies products carry a minimum 12 month warranty. Any guarantees that exceed 12 months are provided by the manufacturer, and not by 2Magpies, and any problems that occur outside of this 12 month period should be taken up directly with the manufacturer. We will, at our discretion, help you get in touch with the manufacturer by acting on your behalf, or passing on details.

Our liability for losses you suffer as a result of us breaching this agreement is limited to the purchase price of the product and any losses which are a foreseeable consequence of us breaching the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us. This does not limit in any way our liability for death or personal injury. We are not responsible for the following losses where they are suffered by you in relation to a business:

(a) Indirect or consequential loss, including but not limited to any loss resulting from the cost of plumbers, contractors, or anyone else involved in the installation of the products.

(b) loss of business, revenue, profits, contracts, anticipated savings, data, management or office time.

All products should be installed by a qualified professional. We do not recommend attempting the installation of bathroom and kitchen items without holding the current, relevant qualifications due to the inherent technical nature of the products. It should be noted that installation by an unqualified individual may invalidate manufacturer warranties, so it is imperative that you check the terms and conditions of the manufacturer before proceeding with 'DIY' installation. Neither 2Magpies nor the manufacturer can be held responsible for any costs incurred as a result of installation by unqualified individuals.