Refund policy
RETURNS & REFUNDS POLICY
This policy outlines our change of mind returns process. It is in addition to, and does not affect, your rights under the Australian Consumer Law, including any rights you may have in respect of faulty items.
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CHANGE OF MIND RETURNS
If you've changed your mind, you may request a return within 30 days of receiving your order. As our products are made to order, change-of-mind returns are subject to the 30% restocking and handling fee set out under "Refunds for Returned Items," and to the conditions below.
To be eligible for a refund, your item(s) must be:
- Uninstalled, unused, unmarked, and in their original condition
- Unopened and in their original packaging, including all mounting hardware, screws, accessories, protective wrapping, and sealed bags
- Unmodified
- Not listed in the "Non-Returnable Items" section below
Change-of-mind returns that do not meet the above criteria may be rejected, and no change-of-mind refund will be issued.
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REFUNDS FOR RETURNED ITEMS
Approved change of mind returns will be refunded to your original payment method, less a 30% restocking and handling fee to cover inspection, handling, repolishing where required, repackaging, and resale processing.
The 30% restocking and handling fee does not apply to items returned because they are faulty, damaged in transit, or incorrectly supplied. See the "Faulty, Damaged, or Incorrect Items" section below.
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NON-RETURNABLE ITEMS
The following items are not eligible for change of mind returns:
- Custom or bespoke items made to your specification (for example, non-standard sizes or finishes not offered in our catalogue)
This exclusion applies to change of mind returns only and does not affect your rights under the Australian Consumer Law if an item is faulty, not of acceptable quality, or does not match its description.
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HOW TO REQUEST A RETURN
To initiate a return, please email us at info@bergamo.com.au with:
1. Your order number
2. The items and quantities you'd like to return
3. The reason for the return
Change-of-mind return requests must be made within 30 days of receiving your order. We'll review your request and respond with next steps. Once your return is approved, please send your item(s) back to us within 14 days. Returns sent without prior approval will not be accepted.
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RETURN SHIPPING
Return postage costs for change of mind returns are the customer's responsibility. We recommend using a tracked service and retaining proof of postage until your refund is processed, as we cannot be held responsible for items lost or damaged in transit.
Once your return arrives, please allow up to 5 business days for inspection and processing. Approved refunds will be issued to your original payment method, with funds typically appearing in your account within 10 business days.
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FAULTY, DAMAGED, OR INCORRECT ITEMS
If your order arrives damaged in transit, please email info@bergamo.com.au within 7 days of receiving your order, with your order number, photos of the damage, and a brief description, so we can lodge a claim with our courier. Reporting transit damage promptly helps us resolve it with the courier; it does not affect your rights under the Australian Consumer Law.
If we've sent the wrong item, or an item develops a fault or is not of acceptable quality, please contact us as soon as practicable. Your rights under the Australian Consumer Law are not limited to a fixed timeframe and apply for the period that is reasonable for the product.
In these cases, Bergamo Design will cover return shipping and provide a remedy in accordance with the Australian Consumer Law. Where there is a major failure with an item, you may choose between a refund, a replacement, or compensation. Where there is a minor failure, we may choose to repair, replace, or refund the item.
The 30% restocking and handling fee does not apply to returns in this category.
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CANCELLATIONS
If you'd like to cancel your order:
- A 5% cancellation fee applies to orders that have not yet been dispatched
- Orders that have already shipped cannot be cancelled
- Orders rejected at delivery or returned to sender, other than due to transit damage, incorrect items, or items not matching their description, will be treated as change-of-mind returns and assessed under this policy. Additional delivery, return, and handling costs may be deducted from any approved refund.
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EXCHANGES
We do not offer direct exchanges. If you'd like a different style, finish, or size, we recommend placing a new order and returning your original purchase in line with this policy.
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FINAL DISCRETION
Bergamo Design reserves the right, at its absolute discretion, to decline a change of mind refund or exchange where items do not meet the eligibility criteria above. Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law, including the consumer guarantees.
For any questions regarding your return or your rights under the Australian Consumer Law, please contact us at info@bergamo.com.au.