Refund policy

Returns 

30-Day Return Policy (by request only)

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.  

To be eligible for a return, your receipt or proof of purchase is required and the item must be in the same condition as received: unopened, unused, undamaged, in its original packaging. If your item arrives damaged, you must contact us immediately to report the issue; otherwise, responsibility for the damage will rest with the receiver and will not be eligible for return (please see our shipping policy 'damages & issues' notation for further details).

Please contact us at sales@aristore.com.au to request approval for a return or with any questions regarding return conditions.  Approval of a return is at our sole discretion and is subject to a re-stocking fee (25% of the invoice value of the Goods) and return shipping costs, which will be deducted from your refund or credit. Original shipping costs will not be refunded/credited.  If your return is accepted, we will provide instructions on how and where to send your item. Items sent back without prior authorisation will not be accepted.

Items authorised for return will be shipped using the same method—and likely the same carrier—as the original delivery, which may involve interstate transport.  For this reason, retaining the original packaging is essential. If packaging is missing, replacement packaging may need to be supplied at your cost, which will be deducted from your refund or credit.

Items returned in a condition of lesser quality than when the Return Authorisation was issued may incur additional repair or replacement charges.

 

Refunds & Credits

Once we receive and inspect your returned item, we will notify you of approval or rejection of the refund. If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional processing time.

Credit notes, refunds or release of replacement items will be issued after the receipt and full inspection of the returned item. Inspection will be completed within 7 business days of receipt.

 

Clearance/Display Items

Items marked as ‘Clearance’ and/or ‘Display’ are not eligible for exchange, return or refund, or covered by our standard Warranty, so please be sure you are fully informed as to the condition of the item you are purchasing and collection location for items which are in-store only collection.

 

Warranty

Aristore is committed to providing premium quality, reputable products and exceptional customer service, so if there is an issue with your item, we're here to help.

Please see below general Warranty information on all our products:

Length of Warranty

  • Two year warranty from date of purchase on Flex models, stainless steel parts, including raw, linished and powder coated and black ceramic coated.

  • One year warranty from date of purchase on mild steel, including powder coated and chrome plated, cement, glass, leather, fabric, teak and MDF (painted or cemented rendered).

Many aspects of our products are hand-produced, hand-finished and use natural materials, which makes it subject to minor variations in colour, finish and size. All pieces will mature and age over the course of time through natural processes associated with use, heat and flame. These changes are an essential part of the dynamic of the piece. 

Chips and scratches are not covered by warranty. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.

Products must be installed, used and maintained according to the manufacturer's installation, operation & maintenance instructions provided with the product. Damage due to misuse, improper installation, improper fuel use, lack of maintenance, unauthorized modifications, normal wear and tear, or environmental factors such as salt air causing corrosion, hail, snow, extreme weather conditions, or exposure to harsh chemicals.

If you live in extreme weather conditions where accumulation of snow is likely, use of an ‘All-Season Bag’ for models used outdoors is imperative in order to be covered by warranty - please contact us for further information and pricing for this ‘non-standard’ accessory.

If there are any issues with your product, please don't hesitate to contact us at sales@aristore.com.au or on 08 8396 1630.

 

 

Warranty Terms (the finer details)

The Company warrants to the Customer that the Goods will be supplied in an undamaged condition.

On discovery of any defect in the Goods, the Customer must immediately notify the Company in writing of such defect as per the ‘Damages & Issues’ notation on our Shipping & Delivery page. The Customer must not carry out any remedial work to alleged defective Goods without first obtaining the written consent of the Company to do so.

The provisions of any act or law (including but not limited to the Trade Practices Act 1974) implying terms, conditions and warranties, or any other terms, conditions and warranties which might otherwise apply to or arise out of the agreement between the Company and the Customer in relation to the Goods are hereby expressly negatived and excluded to the full extent permitted by law.

The Customer expressly acknowledges and agrees that it has not relied upon, and the Company is not liable for any advice given by the Company, its servants, agents, representatives or employees in relation to the suitability for any purposes of the Goods.

Express Warranties Do Not Include:

Service calls to inspect or correct the installation of the product, or instruct you how to use the product.

Repairs when the product has been used in other than normal domestic/commercial use or when not used in accordance with the Installation, Operating and Maintenance Manual.

Repairs when the parts or models have been modified or altered in any way that has not been approved in writing.

Repairs when the product has been dismantled, repaired or serviced by anyone other than an authorised representative.

Pick up and delivery.

Normal maintenance as required in the Installation, Operating and Maintenance Manual supplied with the product.

Transportation or traveling costs involved in the repair when the appliance is installed outside our AUTHORISED CUSTOMER SERVICE CENTER’s normal service area.

Damage to the product caused by accident, misuse or Act of God.

Services and Claims

The Warranties set out above are express Warranties given by the manufacturer; MAD Design Group and are in addition to the rights and remedies which are conferred upon consumers by Trade Practices Act 1974 of the Commonwealth and other Commonwealth, State or Territory legislation.

For warranty claims please contact Aristore Pty Ltd at sales@aristore.com.au or on 08 8396 1630.