Skip to content
To Celebrate the Launch of Our New Website, Take 10% OFF Your Next Order (Click to Redeem)
To Celebrate the Launch of Our New Website, Take 10% OFF Your Next Order (Click to Redeem)

Refund & Returns Policy

RETURNS POLICY


At Blu Peter, we want you to enjoy the experience you have shopping with us. 

Should you change your mind, you may return it to us within 7 days of the date you received it.

You will be responsible for the arrangements and the shipping costs to facilitate a change of mind return, regardless of any shipping promotions that may have been applicable at the time you place your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us. The product will need to be probably packaged for shipping purposes.

Items returned must be in 'as-new' condition and packaged in a safe and secure manner in the original packaging. This also means that you have not used, assembled, damaged, washed or laundered any of the items.

Items that are not able to be returned and are excluded from all change of mind returns include:

  • Products described as "made to order”.
  • Products ordered from a 3rd party supplier on the customers behalf.
  • Sofa covers.
  • All forms of clearance stock (e.g., warehouse, floor stock etc.)
  • Clearance or Sale items
  • Personalised items
  • Gift Cards
  • Orders for commercial or non-domestic use



Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, Blu Peter will contact & issue you with a store credit / voucher via email in an amount equal to the price you paid for the product, minus the cost to deliver the product to you and the return delivery cost back to our warehouse. Credits are issued in the form of store credit / voucher.

 

Store credit vouchers / codes will be valid for 12 months from the date that we issue it to you.

Damaged in transit
Although every effort is taken by Blu Peter and our delivery partners to deliver your order in 100% condition, sometimes items are occasionally damaged in transit.

If your order is delivered and the outer packaging or item/s in your order are clearly and significantly damaged, you should take photographs and/or video clearly demonstrating the damage to the items or refuse to accept delivery from our delivery partner and contact us straight away.

 

We will share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you only notice that an item in your order is damaged after you have taken delivery, please take photographs and/or video demonstrating the damage and contact us as soon as you can, preferably within 3 business days of receiving your Blu Peter order.

The type of remediation we offer will depend upon the individual circumstances of your order. We will work together with you to find a solution that you are happy with.

For example, We may:

  • Suggest a repair that can be carried out by you the customer (with an offer of remediation to you)
  • Suggest or arrange a repair that can be carried out by a local tradesperson in your area (with an offer of remediation to you)
  • Offer a partial or full store credit voucher or refund.
  • Exchange the product for a new one (subject to availability)
  • Arrange for the product to be returned to us.


If we need you to return the item to us, Blu Peter will pay the cost of the return.

Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims
Please note that many of our timber furniture pieces may experience cracks as they move and adjust to the environment, responding to temperature and humidity changes. This is by no means a flaw, but a natural occurrence within the fibres of the material. These qualities make our pieces

unique and living.

There is no one piece that is the same, therefore variance in colour, grain pattern, knots and cracks must be expected. We do not offer refunds or exchanges for these items, as these are the beauties and characteristics of all timbers that we embrace. The customer accepts these unique features when purchasing any of our timber furniture pieces.

 

Warranties and guarantees are provided in accordance with Australian Consumer Law.

Should an item arrive missing parts, faulty, defective or damaged during manufacture, please take photos or video clearly illustrating the problem and contact us within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work with you to find a solution that you're happy with. For example we may arrange one or more of the following:

  • Send you any missing parts
  • Suggest a repair that can be carried out by you the customer (with an offer of remediation to you)
  • Suggest or arrange a repair that can be carried out by a local tradesperson in your area (with an offer of remediation to you)
  • Exchange the product for a new one (subject to availability)
  • Offer a partial or full store credit voucher or refund.


As a customer You are entitled to a replacement or refund for any major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Acceptable wear and tear
  • Damage caused by improper assembly.
  • Damage arising from abuse or use for which the product is not intended.
  • Damage, wear and tear as a consequence of lack of care / maintenance (e.g., fabric, leather or timber)
  • Damage to external or packaging only
  • Damage occurring as a result of your own handling and transportation of goods from a pickup location
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes



Refund Guarantee
Should you change your mind about a purchase, we will give you a store credit / voucher. Our Refund Guarantee is subject to the terms and conditions applicable to 'RETURNS'. Please note that some items are specifically excluded from all change of mind returns.

Cancellations
You may cancel an order only before an order reaches dispatch processing.

In this instance you will receive a store credit / voucher for the amount you paid as deposit, including shipping. After an order reaches the dispatch processing stage, we are not able to accept cancellations or changes to your order. Once items have shipped, they cannot be cancelled.

Products described as 'made to order' cannot be cancelled.

Lay by orders require a 50% deposit with final payment to be made within 6 weeks from order. Should a lay by be cancelled, a store credit will be issued for the deposit amount paid.

Exchange
We do offer exchanges on returned items within our returns policy.


Your consumer rights
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

Our rights
Blu Peter reserve the right to refuse a return claim in cases where we are unable to be reasonably satisfied that you purchased the item from Blu Peter or where we deem damage to an item to be due to reasonable wear and tear, abuse, failure to use in accordance with manufacturer's guidelines or failure to take reasonable care of the product.

Manufacturer warranties

In some cases products for sale at Blu Peter are subject to a different manufacturer's warranty. If this is the case, these details will be set out on the relevant product page.

If the manufacturer warranty prevails, we request that you contact the manufacturer directly. If the manufacturer is not able to help resolve your issue, please contact us Blu Peter for assistance.

We will contact the manufacturer for you, but our responsibility will be limited to the refund of your purchase price.