Refund policy
13.1 Repair, Replace, Refund
It’s easy, if you are the original purchaser, simply get in touch with our Website Support Team by sending an email to: support@christmasworld.com.au and one of our team will be in contact with you within 48 hours.
Please include the following information in your email:
- The original email address used to complete the purchase
- Your Order Number. This will be on the original confirmation email sent to you at the time of purchase.
- A brief description of why the Product is not working like it should.
- If possible, attach photos or videos to your email, as it may help us narrow down the cause.
Once received by the Website Customer Service Team, the email will be reviewed and one of the Website Customer Service Team will be in contact with you within 48 hrs.
If we are able to determine if a Product is defective from the Videos and Images sent to our support team and we agree that a Product is clearly Defective and needs to be repaired or replaced, return shipping will be arranged at our expense. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
13.2 Reviewing Product Returns
Sometimes our team members are unable to determine via email why your Product is not working. Please be patient, they will do everything they can to help you. If this is the case the team member will ask you to return the Product to Christmas Worlds Warehouse, so we can have a member of our Product Review Team review the Product.
We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you without any further action on our behalf.
You will be notified by email once your return has been received and processed.
Unidentified returns may be returned to the sender; therefore, please ensure all details are clear and concise.
13.3 Outcome of Review
The Product Review Team will review the Product and email you the outcome. If the Product is deemed to be Defective the team will first determine if the Product can be repaired. If we are unable to repair the Product, we will replace the Product for you, if we no longer have the same or similar Product in stock, we will provide you with a refund. We will also refund the cost of shipping the Product back to us. That is our guarantee to you. If it is NOT Defective, we will advise you of this after the Product has been reviewed.
If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
We know that our Customers' time is valuable, we also know that having all your Christmas decorating up and ready in the lead up to Christmas is your priority. It is important to the team here at Christmas World also, so we will always keep this in mind and make it our priority when reviewing your Products that are not working as they should.
13.4 Change of Mind
If your Products have already been shipped, you must contact us within 7 days of receiving your Order, Products must be returned to us, unopened and in their original saleable condition. You are responsible for all shipping costs for the return of the Product. Once the Products are received in our warehouse and its original condition is confirmed then we will issue you with a credit note for use on our Website.
You can find our Shipping Change of Mind Terms and Conditions here.
https://www.christmasworld.com.au/pages/shipping