Refunds & Returns
In the rare occurrence that you are dissatisfied with your purchase you are eligible for a full refund (minus our industry-standard $19.99 AUD re-stocking fee on all returns to accomodate shipping and warehousing) within 14 days of receiving your order. All you need to do is send us back your item to the below address.
Please send your item back to us using the following address within 14 days of your order:
Utopia Palms Pty Ltd
Unit 4609, 2 Como Crescent,
Southport, QLD, 4215
Utopia Palms does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return, unless there is negligence on our part, which will allow us to cover your shipping costs, no worries.
All products will arrive exactly as described and pictured on our website.
Depending on the shipping method and carrier selected, your return package may take several days to reach us.
Please allow 3 business days to process your return once it is received by our warehouse. This can take up to 5 business days in sale periods.
Utopia Palms items must be returned by mail in full packaging, as delivered.
We offer refunds to your original payment method on all full priced items returned to us within 14 working days from the date of your delivery.
Store credit on an e-gift card is offered for any returned sale item or items purchased using a discount code.
Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.
OUR RETURNS POLICY
Returns must adhere to the following:
- Items must be returned in their original packaging
- Items must not contain any evidence of added wear, stains or odour
- We do not accept 'change of mind' refunds
*If the above is not met when you make the return, Utopia Palms reserves the right to return the item back to you, and not provide a refund.
WHEN WILL I BE REFUNDED?
Please keep an eye on the tracking for your return as this makes its way back to us. Once you see this has reached our warehouse please allow 3 working days for this to be processed (allow up to 5 working days during sale periods). Within this time you will be sent an email to confirm your refund has been processed. It can then take a further 5 working days to appear in your bank account.
If you can see your return has reached us and more than 3 working days have passed please email us at email@example.com
CAN I EXCHANGE ITEMS?
You can exchange your item for a different size or colour (at the same price) by sending this back to our warehouse. All exchanges are processed in line with our live stock levels. If the item you have requested as part of your exchange is out of stock you will automatically be refunded in line with our returns policy.
RETURNS ARE NOT FREE
We are not offering free returns and it is the customer's responsibility to send the item back to us.
I HAVE AN ISSUE WITH MY DELIVERED PARCEL
In the unlikely event you have received an incorrect item, a faulty item or something is missing from your order please email our customer service team at firstname.lastname@example.org and one of our Customer Service Specialists will assist you.
For any other questions regarding our Refund & Return Policy, please email us at email@example.com. When you purchase online via our website, you are inherently agreeing to all of our terms and conditions.
CHANGES IN OUR POLICY
Utopia Palms Pty Ltd reserves the exclusive right to change our policy at any given moment. You are responsible for keeping up to date with our policies when purchasing. In this constantly changing retail climate, we appreciate your understanding and as usual, we look forward to exceeding your expectations.