Refund policy

Spacier - Returns & Shipping Policy

Summary of Key Conditions:

✅ Free shipping on most products, other shipping charges published at checkout
 ✅ 14-day change-of-mind returns (customer pays return shipping)
 ✅ Faulty/damaged items refunded/replaced (Spacier pays return shipping)
 ✅ Items must be returned in original or suitable packaging
 ✅ Refunds processed only after return is received

 

1. Introduction

This Returns & Shipping Policy outlines the terms and conditions for shipping, delivery, and returns for purchases made through Spacier. By placing an order with us, you agree to comply with this policy.

This policy is in accordance with Australian Consumer Law (ACL). Nothing in this document limits your rights under ACL.

 

2. Shipping & Delivery

2.1. Shipping Methods & Delivery Timeframes

2.1.1. We use third-party logistics providers (e.g., Australia Post, DHL, FedEx, Aliexpress and others) to ship orders.

2.1.2. Free Shipping: We offer free shipping for all products unless stated otherwise on the product listing. Items will be denoted as either ‘Free Shipping’ or ‘Paid Shipping’.

If there is a cost for shipping a particular product, that cost will be calculated at the checkout and published to you for your information. 

2.1.3. Delivery timeframes vary based on:

  • The supplier’s location (Australia or Overseas)

  • The customer’s delivery address

  • The availability of the product

2.1.4. Estimated delivery times will be displayed on the product listings. These are estimates provided by our third party suppliers and represent a range for which the product will be shipped. Delivery delays may occur due to external factors such as customs processing, courier delays, or extreme weather conditions. Spacier does not warrant that it can meet these delivery timeframes, but will make every reasonable effort to ensure you are updated on any expected changes to delivery timeframes as the order progresses.

2.1.5. There are some locations in Australia where we cannot deliver certain products, due to a lack of coverage of logistics providers in that area, or the high cost of delivery. If we cannot deliver to your address, you will either be notified at checkout by the system, or you will be notified post-purchase and given a full refund.

2.2. Delivery Address & Authority to Leave (ATL)

2.2.1. Customers must provide an accurate shipping address at checkout. Spacier is not responsible for orders sent to incorrect addresses due to customer input errors. If a customer does provide an incorrect address, and the package must be rerouted, then the customer is responsible for any additional charges sustained by Spacier for the change in delivery address.

2.2.2. If you provide Authority to Leave (ATL), the courier will leave your order at the designated location. Risk of loss or damage transfers to you at this point.

2.2.3. If no ATL is given and no one is available to receive the order, the courier may:

  • Leave a collection notice for redelivery or pick-up

  • Charge redelivery fees (payable by the customer)

  • Transfer to a nearby post office for you to collect yourself.

2.3. Delivery & Handling Conditions

2.3.1. Large or bulky items may require special handling. Additional charges may apply for remote or difficult-to-access locations.

2.3.2. Delivery is to ground-floor entry points only unless stated otherwise. If you require upstairs delivery, additional fees may apply.

2.3.3. Customers must make themselves available for agreed pick-up times when arranging a return (see Returns Section 3). 

2.4. Risk & Title

2.4.1. Risk in the goods passes to the customer upon delivery by the courier.

2.4.2. If you arrange your own courier, risk passes to you at the time the order is collected.

 

 

3. Returns Policy

3.1. General Returns Conditions

3.1.1. Customers must submit a Returns Request Form on our website within 14 days of receiving their order.

3.1.2. Returns are only accepted if:

  • The request is lodged within the 14-day window.

  • The item is unused, undamaged, and in original packaging (for change-of-mind returns).

  • For faulty or damaged items, photo/video evidence is provided with the request.

3.1.3. Refunds are processed only after the returned item is received and inspected by Spacier or the vendor.

 

 

3.2. Change-of-Mind Returns

3.2.1. We accept change-of-mind returns within 14 days of delivery, subject to these conditions:

  • The item must be in original condition and packaging.

  • Customers must submit a Returns Request Form on our website.

  • The customer is responsible for return shipping costs. 

  • Return shipping must be coordinated through Spacier. A clickable invoice will be sent for the shipping fee, which must be paid before we arrange pick-up.

3.2.2. Non-Returnable Items (for Change of Mind):

  • Custom or made-to-order products

  • Mattresses, pillows, and bedding

  • Clearance or final sale items

  • Gift cards

 

 

3.3. Faulty, Damaged, or Incorrect Items

3.3.1. If your order arrives faulty, damaged, or incorrect, you are entitled to a replacement, refund, or store credit under Australian Consumer Law.

3.3.2. Customers must submit a Returns Request Form within 14 days and provide:

  • Clear photos/videos showing the fault, damage, or incorrect product

  • Order details (invoice or order confirmation)

3.3.3. Return Shipping for Faulty/Damaged Items:

  • Spacier will cover the return shipping costs.

  • The customer will be advised where to send the item (either back to Spacier’s QLD address or directly to the vendor).

3.3.4. Customers must package the product securely for transport in its original packaging or equivalent protective packaging.

3.3.5. Customers must be available at the agreed pick-up time when the courier arrives to collect the return. Spacier will contact the customer and arrange a time that suits.

 

 

3.4. Refunds & Processing Time

3.4.1. Refunds are processed only after the returned item is received and inspected.

3.4.2. Refunds are typically processed within 5-10 business days of return approval.

3.4.3. Refunds will be issued using the original payment method. Store credits may also be offered at the customer’s request.

 

 

4. Limitations of Liability

4.1. To the extent permitted by law, Spacier is not liable for:

  • Indirect or consequential loss arising from delays, failed deliveries, or return rejections.

  • Items lost or stolen after being left at an Authority to Leave (ATL) location.

  • Customer-provided address errors.

4.2. Refunds for faulty or damaged goods do not cover normal wear and tear, misuse, or accidental damage.

4.3. If an incorrect product is delivered, customers must notify Spacier within 14 days to arrange a replacement.

 

 

5. Amendments to this Policy

5.1. Spacier reserves the right to update or modify this policy at any time. The current version will always be available on our website.

5.2. Changes will not affect orders placed before the modification date.

 

 

6. Governing Law

6.1. This policy is governed by the laws of Queensland, Australia, and any disputes must be resolved in Queensland courts.

 

 

7. Need Assistance?

For returns, shipping inquiries, or order issues, contact Spacier Customer Support via:
 📧 customerservice@spacier.com.au