Returns and refunds
Contact Eclectic Velvet through our Contact page with your order number and the item involved. We handle your request and coordinate with the supplier linked to that product. Do not send products back before receiving the correct return instructions and address. Different suppliers may require separate returns.
Your consumer rights
Our products and services come with rights under Australian Consumer Law that cannot be excluded. If goods have a major problem, you may choose a refund or replacement. For a minor problem, we will arrange an appropriate remedy within a reasonable time. You may also have rights to compensation. Supplier reporting deadlines, packaging requirements and change-of-mind exclusions do not limit these rights. Contact us if a product is faulty, damaged, unsafe, not as described, or has not arrived.
Change-of-mind returns
The Syncee policies checked for 5mm Paper, Atlas Artisan, Buyinaus, Cool Hand Nukes, Imaco Rugs, Lifebay, Mashona Collections, NNE Living, Paguro Upcycle and Xanadu Living specify a 14-day return-notification window. Contact us within 14 days of receiving your item so we can coordinate the return. Their stated conditions require items to be unused, unworn and undamaged, with tags attached, and returned within 14 days of the initial notification. We will confirm the correct return address and any applicable return freight before you send the item.
ArtisanbyMF items
For change-of-mind returns, notify us within 14 days of receiving the goods; the supplier allows a further 14 days to return them after notification. Items must be saleable, securely packed and in their original packaging. Bespoke, customised, made-to-order items and pre-orders are excluded from that supplier’s voluntary change-of-mind policy. Return shipping is the buyer’s responsibility and the supplier does not refund original shipping and handling for change-of-mind returns. These conditions do not restrict remedies for faulty goods under Australian Consumer Law.
Serene’s Beeswax Chandlery items
Contact us promptly so we can arrange the appropriate return or remedy. The supplier’s Syncee listing contains both a general 14-day procedure and additional conditions; we will confirm the applicable voluntary-return arrangements with you before dispatching a return. This does not affect your consumer rights.
Damage reports and return costs
Please report damage as soon as you notice it and include photos of the product and packaging where possible. Prompt reports help us meet supplier reporting requests, including five-day requests and Serene’s 24-hour request; these are not cut-off dates for your Australian Consumer Law rights. For a confirmed fault, reasonable return costs will be handled in accordance with those rights. For large or heavy faulty goods, contact us to arrange the appropriate collection or return method.
Services
The room design service includes two different visual mock-ups, delivered within one week of purchase, with product sourcing links. Revisions are not included. This scope does not exclude remedies where a service fails to meet Australian Consumer Law guarantees.