Refund policy
We are sure you will be delighted with the quality of the items you order, and we endeavor to describe all items as accurately as possible through our product photos and descriptions. If however, you're not happy with the item you receive, please contact us at hello@tribecollectives.com.au or on 0364249930 within 7 days to discuss an exchange or refund*. (*Sale items and custom-made items excluded unless they arrive faulty or damaged.)
We check all items before shipping but if you should receive an item that is faulty, damaged, or not as described, we will offer a full refund or replacement item. Our policy lasts for 7 days after delivery. If 7 days have gone by since your delivery, unfortunately we cannot offer you a refund or exchange.
If its broken during transit, we will either offer a discount, if it is repairable, or refund once the item is returned to us. We will request a photo of any damaged goods to confirm the extent of damage.
We will pay for all damaged items to be shipped back to store. Damaged items must be notified to Tribe Collectives within 7 days of delivery. Claims after this time will not be valid.
We offer a money back guarantee for any manufacturer defects. We must be notified within 48 hours after you receive them. If goods are faulty, refund or exchange will be offered.
Freight costs will only be refunded if goods are faulty or damaged.
Many of our products are individually hand crafted and made from natural product and solid wood. Items may have minor dents/scratches/marks and are not considered by our manufacturer to be defects. Due to many products being individually handmade, any minor dents/scratches/marks add to the character and uniqueness of each piece. Please refer to the photos and item descriptions prior to purchasing.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Please however choose your items carefully as return postage is at the buyer's expense for change or mind. Returned items must be in unused, brand new saleable condition, in the original packaging with all tags attached. Please ship in protective packaging as goods damaged in return shipping will not be refunded.
If you wish to return your item for a change of mind, buyer must organize and pay for all freight costs back to our Devonport Store. You must return item with 7 days of delivery. Items must be returned in original packaging and undamaged, otherwise a refund will not be processed. Postage costs will not be refunded for a change of mind return, so please choose carefully.
To get a refund or exchange a product that you have purchased from Tribe Collectives, you must provide us with proof of your purchase. Proof of purchase includes:
- Tax Invoice from Tribe Collectives
- Bank or Credit Card Statement
If you are unable to provide any of the above, we will endeavor to locate your sale transaction, but this cannot be guaranteed.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 7 days after delivery.
Additional non-returnable items:
- Gift cards
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We do not guarantee that we will receive your returned item.