Refund policy

Returns & Exchanges

Change-of-mind returns & exchanges

If you would like to request a change-of-mind return or exchange, contact us within 14 days of delivery at hello@conrad-s.com.

For an approved change-of-mind return or exchange, the item must be unused and in its original condition and packaging, and proof of purchase may be required.

Return shipping for an approved change-of-mind return or exchange is the customer’s responsibility unless otherwise agreed.

Returns may be made by post or, by arrangement, at the Conrad-S Studio at 481 Sydney Road, Brunswick VIC 3056.

Change-of-mind returns and exchanges are offered at our discretion and do not affect your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items

If an item arrives damaged, is incorrect, or you believe there is another problem with it, contact hello@conrad-s.com with your order details and photos where relevant.

We will assess the issue and provide a remedy where required under the Australian Consumer Law. Depending on the nature of the problem, this may include repair, replacement or refund. For a major problem, the consumer may generally choose between a refund and replacement.

Conditions applying to change-of-mind returns, including the 14-day period and original-packaging requirement, do not limit your rights in relation to faulty products.

Where a faulty product is large, heavy or otherwise difficult to return, contact us before arranging transport so an appropriate return or collection method can be organised.

Natural materials

Some Conrad-S products incorporate natural materials, including timber. Variations in colour, grain and appearance are inherent characteristics of natural materials and may occur between individual pieces.

Natural variation alone does not necessarily indicate that a product is faulty. This does not affect any rights you may have under the Australian Consumer Law.

Refunds

Where a refund is provided, it will generally be processed back to the original payment method. Processing times may vary depending on the payment provider or financial institution.