Refund policy
This policy applies to all orders placed with Akka Home. It sets out when products may be returned for change of mind, and the remedies available where a product is damaged, faulty or incorrect.
1. Inspection and product variation
1.1 Our tiles and homeware are painted by hand. Variation in brushwork, colour, glaze tone and size between individual pieces, between production batches, and between a product and its photograph or sample card is a normal characteristic of the product and is not a fault.
1.2 Customers must inspect all products on delivery and before installation.
1.3 Tiles that have been installed (fixed with adhesive or grout) cannot be returned. Any characteristic visible before installation is taken to have been accepted.
2. Hand-painted tiles and homeware (standard designs)
2.1 Change-of-mind returns are accepted where requested within 30 days of delivery.
2.2 A return must be for the entire order. Partial returns, spares and leftover tiles are not accepted.
2.3 Products must be unused, undamaged, in their original packaging and in resaleable condition.
2.4 A restocking fee of 15% of the price paid for the returned products is deducted from the refund.
3. Custom and personalised products
3.1 A custom product is any product made to the customer's own design, image, details, colour or size.
3.2 Custom products cannot be returned or exchanged for change of mind, and cannot be cancelled once production has begun.
3.3 The customer approves the artwork before production begins.
4. Peel & stick tiles
4.1 Change-of-mind returns are accepted within 30 days of delivery for unopened packs in their original packaging.
4.2 A return must be for the entire order.
4.3 No restocking fee applies.
4.4 Opened packs, including tiles that have been applied to a surface and removed, cannot be returned for change of mind.
5. Studio seconds, sale items, sample cards and gift cards
5.1 These products cannot be returned for change of mind.
5.2 Studio seconds are sold with their imperfections disclosed in the product listing. A disclosed imperfection is not a fault.
5.3 Gift cards are not redeemable for cash.
6. Change-of-mind return procedure
6.1 To request a return, email chloe@akkaventures.com with the order number. Returns are not accepted unless authorised by us in advance.
6.2 The return address is provided on authorisation and is the same for all products.
6.3 The customer is responsible for return shipping costs and for loss or damage in return transit. Products damaged in return transit are not refunded.
6.4 Original shipping charges are not refundable.
6.5 Approved refunds are made to the original payment method within 5 business days of the return being received.
6.6 We do not offer exchanges. To exchange a product, return it under this policy and place a new order.
7. Damaged, faulty or incorrect products
7.1 This clause applies to all products, including custom products, studio seconds and sale items.
7.2 Notify us at chloe@akkaventures.com with the order number and photographs as soon as practicable after delivery and before installation.
7.3 We will replace or refund the affected products. Where the failure is a major failure, the customer may choose between a replacement and a refund.
7.4 No restocking fee applies. Where we require a product to be returned, we bear the return shipping cost.
8. Cancellations
8.1 Subject to clause 3.2, an order may be cancelled within 7 days of purchase for a full refund.
8.2 After 7 days, an order may be cancelled for a full refund if production has not begun. If production has begun, we deduct the cost of work completed, capped at 15% of the order value.
8.3 Peel & stick tiles, studio seconds and sample cards may be cancelled at any time before dispatch.
9. Orders delivered in the European Union or United Kingdom
9.1 Customers may cancel within 14 days of delivery for any reason by notifying us in writing.
9.2 For these cancellations we refund the price of the products and the standard delivery charge. No restocking fee applies. The customer bears the return shipping cost.
9.3 After 14 days, clauses 2 to 6 apply.
9.4 This clause does not apply to custom products.
10. Australian Consumer Law
10.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
10.2 The benefits given by this policy are in addition to other rights and remedies available under the law. Nothing in this policy excludes or limits those rights.
11. Contact
Akka Ventures Pty Ltd trading as Akka Home
ABN 79 661 856 882
31 Highland Drive, Bowral NSW 2576, Australia
+61 429 217 770
chloe@akkaventures.com