Refund policy

RETURNS

What if I have a faulty product?

If you receive a faulty product, please notify us immediately by emailing sales@wilfredeco.com.au. Depending on the fault we will provide either a replacement, refund of the product, or store credit. We also apologise for any inconvenience caused and will do our best to rectify the problem as quickly as possible. 

What if I change my mind?

If you change your mind about the product, please notify us immediately by emailing sales@wilfredeco.com.au and will do our best to rectify your concern as quickly as possible. 

How long do I have to notify you?

Please contact us at sales@wilfredeco.com.au within 14 days of receiving your order to notify us of any concerns with your item. Please include your order number in the email and clearly list the item/s and a description of the concern. Please include any photos you have if faulty for our reference.

Over the Christmas / New Year gifting period (1 Dec to 31 Jan annually) the notification period is extended to 30 days to account delay between shopping and gifting.  

How long will it take to have my fault issue rectified?

Once you have contacted us regarding the fault, we will advise you what action will be taken. 

I was approved for a refund of faulty item but haven’t received my refund?

If it has been 5 working days since your refund was processed, and you haven’t received your refund yet, please contact us at sales@wilfredeco.com.au.

PRE-ORDERS

At times we will offer our items on a pre-order basis. By purchasing a pre-order item, you acknowledge that the product has been given an expected delivery time frame. You also acknowledge that delays may occur and as such, this delivery date is not definite. We will always do our best to meet timelines and will keep you informed as to the progress of your order.  

REPLACEMENT PARTS
We will happily replace any faulty lids within 1 year of purchase, provided they have not been placed in the dishwasher, soaked or treated contrary to the usage guide. Please send photos with your email. If you have mistakenly placed your lid in the dishwasher we also sell replacement parts.