WARRANTY
Your We Ponder purchase comes with a 3-year structural warranty. This means we will replace your purchase if it appears to have a manufacturing fault excluding unavoidable imperfections. Due to the handmade nature of these wall lights, you might expect to find slight variations in size, glaze finish and form including unique beauty spots and natural inconsistencies. This is what gives each wall light individual lasting value and is not considered as an imperfection or manufacturing fault. All items go through a strict quality control procedure and are checked for any faults before being dispatched.
Please note the below features are not considered defects:
- Bubbles in glaze
- Glaze spots
- Small surface indents
- Variations in colour and glaze thickness
- Slight angles/ wonky edges
- Small exposures of the clay beneath the clay on edges
We Ponder must be advised within 48 hours if you believe your purchase has a manufacturing fault. The purchase must be available to We Ponder for inspection and it is our discretion as to if the item is to be returned, refunded or replaced. This warranty does not cover scratches or stains or any general wear and tear such as chipped edges.
RETURNS & EXCHANGES POLICY
Transit Damage
If your We Ponder order arrives to you damaged, you must notify us via email info@weponder.com.au within 48hrs of receiving. Please take photographs of your damaged item clearly showing where the damage is present. We also require a photo showing the damaged item with the delivery box clearly showing the delivery label. Once we receive your email we will be in touch to let you know if we agree that there are clear indications of rough handling during transit and will do our very best to issue a replacement light as soon as possible.
Change-of-Mind Returns & Exchanges
Because our pieces are handmade in small batches, we only accept change-of-mind returns or exchanges on a case-by-case basis and within a reasonable timeframe from delivery. Returns or exchanges without prior approval will not be accepted.
• Exchanges: Approved exchanges incur a $60 + GST restocking fee, and the customer is responsible for all shipping costs.
• Returns: Approved returns incur a 20% restocking fee, deducted from your refund. Shipping costs are non-refundable, and the customer is responsible for return shipping.
• Credit Note Option: If you choose a credit note to use on our online shop instead of a refund, the 20% restocking fee will be waived.
Installation & Liability
We Ponder is not liable for loss or damage (including profit, opportunity, or goodwill) in connection with the supply of products. Any damage that occurs during installation is the sole responsibility of your qualified installer.
