Refund policy

RETURNS 

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, we encourage you to buy samples for AUD$3 which is fully redeemable upon a full order, to minimize any chance of return.

To be eligible for an exchange, your item must be in the same condition that you received it, unused, undamaged, and in its original packaging, in good re-saleable condition. The items cannot have been fixed to a surface. Akka Ventures shall not be liable for the cost of removing tiles that have been fixed.

All returns must be for the entire quantity of tiles from the initial order. Partial returns, spares and leftover tiles will not be accepted for return or exchange. You'll also need the receipt or proof of purchase.

There will be a 30% restocking fee based on the original price paid for all returned items.

Certain types of items cannot be returned and exchanged, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

To start a return, you can contact us at chloe@akkaventures.com. Please note that returns will need to be sent to the following address:
31 Highland Drive, Bowral, NSW, 2576, Australia

If your return is accepted, return shipping to Akka Ventures' Bowral address (above) is to be arranged and paid for by the customer, unless otherwise agreed in writing to the contrary. Once the return has been received, you will receive your refund within 3-5 business days.

Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Australia, shipping your goods may take longer than expected. 

You can always contact us for any return questions at chloe@akkaventures.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Any claims for damages or short deliveries must be lodged with Akka Ventures within 2 business days after the delivery date. Please provide original pallet and/or broken boxes photos during the claim process, otherwise, Akka Ventures has the right to refuse the claim process. The original box and package must be retained for inspection. We reserve the right to either replace or issue a credit for the goods after satisfaction of the claim.

No responsibility for damaged products can be accepted after two working days from receipt of goods. 

Any claims made after the products have been installed cannot be accepted.

If for some reason the items in your order are damaged, incorrect or faulty, Akka Ventures will arrange return shipping and replacement of the affected tiles. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Cancellations

You may cancel an order that has not yet been delivered within 7 days of purchase without penalty. This excludes any custom products (such as special orders or personalized items). 

If you cancel your order after 7 days from purchase, there will likely be a cancellation fee of 30% of the invoice value. This is because we will have incurred costs in getting your order ready for delivery. If however, we find that your order has not been processed during this time, there will be no charge.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at chloe@akkaventures.com.