Desert Diva Adventures wants to ensure customers are completely happy with their purchase. The following outlines our policies and procedures for items that are faulty and damaged, fail to perform as expected, incorrectly shipped and when customers change your mind.

 

RETURNS & REFUNDS POLICY

 

STANDARD RETURNS

There are a few important things to remember when returning a product you purchased from the Desert Diva Adventures Online Store or at a Desert Diva Adventures Stall:

 

• You have 14 calendar days to return an item from the date of purchase.

• You need to retain the original and valid receipt for proof of purchase.

• Only items that have been purchased directly from Desert Diva Adventures, either through the Desert Diva Adventures Online Store or at a Desert Diva Adventures Stall, can be returned to Desert Diva Adventures. Desert Diva Adventures products purchased through other retailers must be returned in accordance with the retailer’s respective returns and refunds policy.

 

Valid Receipt

A valid receipt is either an eftpos register receipt, or in the instance of an online purchase the Email Receipt or Bank Statement.

 

ORDER OR SERVICE ALTERATION/CANCELLATION

Oops, I ordered the wrong product! How can I change it?

 

We understand mistakes can happen. We can change your online order where the product has not yet left our premises, or the manufacturer or service provider has not yet started your order. You will need to refer to our Returns and Refunds Policy where the product has left our premises.

 

If you need to alter an order for an image (i.e. change the frame type/colour, paper type, image selection, etc.) where the manufacturer or service provider has begun work, an alteration fee applies depending on the change required and the stage the work is up to.

 

If you need to completely cancel an order, a 50% cancellation fee applies to all images where the manufacturer or service provider has begun work on your order.

 

CHANGE OF MIND

Oops, I bought the wrong product! How can I change it?

 

We understand it can sometimes be hard to choose the right items. If you have simply changed your mind and you are able to provide a valid receipt, Desert Diva Adventures may offer you an exchange or refund provided that the merchandise:

 

• is unused and in the original packaging with an unbroken seal

• is in the same condition that you received it

• is in saleable condition

• is not a custom made product

• is not a gift card

• is not an electronic download

 

and the product for exchange or refund is receipted at the Desert Diva Adventures return address by close of business within 14 calendar days of purchase.

 

If you are unable to provide a valid receipt and/or 14 calendar days has passed since the original purchase date, Desert Diva Adventures at its absolute discretion reserves the right to not offer an exchange or refund for change of mind. In such cases, Desert Diva Adventures may, at its absolute discretion, provide you with an exchange to the current value of the product.

 

Desert Diva Adventures is not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.

 

Christmas Returns

Desert Diva Adventures may extend the 14 calendar day period to allow for gift giving periods such as Christmas.

 

Items purchased from the Desert Diva Adventures Online Store that are purchased between December 1, 2015 and December 25, 2015, may be returned and receipted at the Desert Diva Adventures return address by close of business January 15, 2016.

 

Please note that all other terms and conditions provided in the Desert Diva Adventures Online Store Returns and Refunds Policy are still applicable with respect to such items purchased. All purchases made after December 25, 2015 are subject to the STANDARD RETURNS POLICY section above.

 

FAULTY AND DAMAGED RETURNS

Oh no! It’s not working! It’s not what I ordered! It’s damaged! What do I do?

 

If you believe an item is faulty, you may have rights to claim a remedy under the Australian Consumer Law.

 

We may need to send your goods to the manufacturer or service provider for assessment. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

 

Please be aware you may have no rights to claim a remedy where you knew of or were made aware of the faults before you bought the product.

 

Where an item is damaged through misuse or abnormal use, Desert Diva Adventures cannot provide a refund, exchange or repair, whether the damage is identified by Desert Diva Adventures, the manufacturer or service provider.

 

Desert Diva Adventures requires satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

 

 

RETURNS AND REFUNDS PROCESS

 

RETURNS

To return an item to Desert Diva Adventures, simply contact us on snip@desertdiva.com.au and we will give you further instructions on how to process your return.

• You need to quote the Returns Authorisation Number provided to you upon email confirmation of acceptance to return goods.

• Your exchange/refund is processed once your items are validated upon inspection at time of receipt.

• We will be in touch if there are any issues with your return, i.e. they don't meet the above criteria.

 

We aim to have all mail returns processed within 7 days.

 

REFUNDS

A refund is initiated once your items are validated upon inspection at time of receipt. Your refund is processed depending on your original payment method:

• Credit or Debit Card payments - refunds are sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

• Products purchased from the Desert Diva Adventures Online Store using a Desert Diva Adventures Gift Card will be refunded to you as a Desert Diva Adventures Gift Card by email within 3 business days.

 

EXCHANGES

Items purchased on the Desert Diva Adventures Online Store that arrive faulty, damaged or are not the item you ordered can be returned to Desert Diva Adventures. Simply contact us on snip@desertdiva.com.au and we will give you further instructions on how to process your return.  

 

The same process applies as outlined in the RETURNS section above.