LAST UPDATED: 09.05.2023
This policy applies to all products purchased in-store or online via our website/s (“Products”) and forms part of the Terms and Conditions which apply to your purchase of Products.
You can benefit from this Change of Mind Policy which is offered for most of our products in addition to your statutory rights or any additional supplier or manufacturer warranties. If, for any reason, you are not satisfied with your purchase, we will happily provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to all of the following conditions being satisfied:
This Change of Mind Policy does NOT apply to:
1. Gift cards or vouchers;
2. Sale items purchased in-store;
3. Clearance items and Products sold as ‘seconds’;
4. Made-to-order, personalised or monogrammed items (including The Custom Chef Personalised Products);
5. Items that have an accompanying tag that states ‘no change of mind’;
6. Repaired or replacement products provided under this policy; and
7. Mattresses, bath mats, quilts, underblankets, pillows and toppers (for health and hygiene reasons).
We reserve the right to reject any returns that do not meet the above requirements.
Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in our absolute discretion.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind policy is in addition to those rights.
To return an item due to a change of mind, you must follow our returns process. Please refer to ‘Organising the Return of Products’ below for more information.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe a Product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given to the product, you may return it to us within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible.
If a Product has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If the Product is assessed as having a major failure you may choose to return the Product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to us). Otherwise, you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.
For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au.
To return a faulty item, you must follow our returns process. Please refer to ‘Return of Products’ below for more information.
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law and our change of mind policy.
Products must be returned whenever we agree to provide you with a refund or replacement or ask you to return the Product to us for inspection. Before returning a Product, please ensure that your returned Product meets the conditions outlined in this policy.
To return a Product you purchased in-store, you may take it to your nearest Robins Kitchen store. In the case of Products that come with a manufacturer’s warranty or guarantee, you must return the Products in-store or directly to the manufacturer. If you cannot return the Products in-store, please contact our Customer Service Team on 1300 264 177 for details.
To return an item you purchased online, for any reason, you must arrange the return by return postage through Australia Post If you are returning an item via post, please contact our Customer Service Team to arrange a return request via one of the following methods:
Toll Free: 1300 264 177
It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. We recommend paying for tracking or product insurance.
All returns sent to us via post must have a Return Authorisation (RA) number which you will need to obtain from us. This is required for replacement Products and refunds. After you have provided us with the required information, the Customer Service team will email you a PDF voucher containing the RA number, which you must print and affix to the Product prior to posting. The Product should be returned to us within 30 days of the issuance of the RA. Returns without an RA number will not be accepted. If you send us a Product without an RA, we may not able to identify sufficient details to enable us to attend to your claim. You will be notified by email once your return has been received and processed. Unidentified returns may be returned to the sender. Therefore, please ensure all details are clear and concise.
It is important for us to establish that claims made about our Products are genuine and that you originally purchased the Products from us. If you are returning a Product purchased in-store, you must present your invoice or register receipt (or a copy or photo of it). We may also accept other types of proof of purchase including financial statements such as credit card or
bank statement (provided it clearly identifies the value of the product), Buy Now Pay Later statement or warranty card showing the date and amount of purchase. We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the Product from our store.
Where we agree to refund you for a Product, the refund will be credited to your original method of payment.
Where we agree to replace a Product:
For further information, please check our Terms and Conditions or contact our Customer Service Team on 1300 264 177. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au
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