Refunds and Returns Policy - Naenia Creations

Refunds and Returns Policy

Ordering and Pricing

The products offered on naeniacreations.com.au are subject to availability and may be withdrawn at any time. We reserve the right to refuse to accept an order request in whole or in part. Pricing may be subject to change.

Payments

We accept payments via PayPal’s secure portal using either your account or chosen credit card. We also accept direct deposit from your bank account to ours. Orders will only be shipped once the payment has been cleared.

Cancellation of Orders

To cancel an order, please send an email detailing the transaction to sales@naeniacreations.com.au. If the order has not been shipped, the order will immediately be cancelled with no penalty. If the order has been shipped, your order needs to be returned at your expense in an excellent condition without any packaging being removed or damaged, before a refund can be offered.

Refunds, Breakages and Exchanges

A refund will only be offered when the order is returned at your expense in an excellent condition without any packaging being removed or damaged. Refunds will not be accepted if the goods have been used, unless they are faulty. To process a refund please email support@naeniacreations.com.au for more details. Claims will only be accepted if they are within 7 business days of receiving your package.

If any of our glassware is broken in transit, we will only refund the glassware and not resend it. If you experience this please email us right away with the damage including details of the product and digital photos. Breakages need to be claimed within 3 days of receiving your order. We will organise a credit that you can use on your next order or refund you. We do not resend glassware. The chances of it becoming broken again in such a small package is nearly always 100%.

Goods can be exchanged if the purchaser returns them at their own expense in perfect condition and if this has previously been approved by Naenia Creations. The purchaser is responsible for the postage cost of the exchange goods to be sent out.

Local Pickup

Should you wish to place an order to pick up from one of our market locations or our base location, you can select the ‘Local Pickup’ option upon checking out your cart. We will then send an email with available pick up times.