Customer Care
Warranty + Refunds + Exchanges
Our range has been thoughtfully designed in Australia and manufactured to our highest standards to withstand the Australian elements and the daily demands of celebrating in the outdoors. We are committed to making life as relaxed and enjoyable as possible, so we want to hear about any little niggle.
If your product is not performing to your expectations, please:
- carefully read the assembly and care information under each product on our website
- talk to us
Our products have a manufacturer's warranty. This covers any manufacturing defects such as issues with parts or materials.
Everyday wear and tear, and care issues including ripping, spills, mould and stains (i.e issues NOT caused by a fault in the manufacturing process) along with not following care instructions are not covered under manufacturer warranty. Replacement parts will be utilised to address defects where available.
Refunds
We will happily refund within 30 days.
To be eligible for a refund, your item must:
- Be unused and in the same condition that you received it in the original packaging
- Be accompanied by your order number
- Returned within 30 days, at your cost, using a trackable method of postage with the tracking method and tracking number emailed to Our Time quoting the order number
- In the case of a warranty claim, it needs to be accompanied by a description and images of the fault.
To lodge a refund or warranty request, email us at sales@ourtime.com.au.
IMPORTANT: Please do not send your purchase back to us without contacting us first as IT will not be accepted.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item and your refund or replacement.
Your refund/replacement will be processed within 48 hours. If a refund is processed it will automatically be applied to your credit card or original method of payment. Processing times may vary from bank to bank so please check with your financial institution if funds are not available within 48 hours of receiving your refund confirmation.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you would like to exchange your product, it is more time efficient to place a second order and request a refund on the original item. Please email sales@ourtime.com.au as per the above refund process.
Shipping Costs on Exchanges and Refunds
Shipping costs due to change of mind are at the customer’s expense. Original order shipping costs are non-refundable.