returns policy

The Family Love Tree understands the difficulty in inspecting a product when buying over the Internet.

As we would like you to feel confident purchasing with us we are prepared to accept returns under the following circumstances.

Our Refund Policy – Change your mind?

In addition to any of your consumer rights, if you have changed your mind about your online purchase, we will be pleased to offer you a refund or exchange provided that:

You can show proper evidence of purchase, namely:

  • Original return/exchange receipt; and/or
  • Our Proof of Purchase that is sent to you with all online purchases and Click & Collect;
  • The Goods are in a saleable condition (i.e. the Goods are in their original packaging (if any) and not used); unassembled and boxed as they arrived.
  • You notify us in writing within 7 working days from the date of delivery of the Goods by emailing us at sales@thefamilylovetree.com.au; and
  • You pay for all costs of delivery and return of the Goods.  Your order must be returned to our Warehouse : 11/18-20 Edwards Street, Oakleigh. VIC. 3144.  A 20% Re-Stocking and Re-Picking Fee may apply.

Our General Refund Policy

If you are unable to provide Proof of Purchase, we may, in our absolute discretion, provide you with an exchange to the current value of the item, provided that we can verify that the item was originally purchased from us.

Our General Refund Policy does not apply to any Goods that have been purchased using a promotional code or Goods that are purchased at a discounted price. In other words, our General Refund Policy only applies to Goods purchased at the full retail price.

Instore Refund/Exchange Policy

We do not offer refunds for items purchased from our Prahran Store.  Exchanges are permitted within 7 days with proof of purchase providing you provide

  • Original receipt;
  • The Goods are in a saleable condition (i.e. the Goods are in their original packaging (if any) and not used); unassembled and boxed as they arrived.
  • The item was purchased at full price.

Our Refund Policy – Gift certificate purchases

In addition to any of your consumer rights, if you have changed your mind about your purchase, we are happy to exchange Goods that have been bought using a Gift certificate for an exchange certificate, provided that:

  • that you can provide proper Proof of Purchase; and
  • the Goods are in a saleable condition (i.e. the Goods are in their original packaging (if any) and not used);
  • You notify us within 7 working days from the date of delivery of the Goods by emailing us at sales@thefamilylovetree.com.au; and
  • You pay for all costs of delivery and return of the Goods,

Our Gift Certificate Refund Policy

The replacement Gift certificate would then be valid for 6 months from the date of the exchange.

If you are unable to provide Proof of Purchase, we may, in our absolute discretion, provide you with an exchange to the current value of the item, provided that we can verify that the item was originally purchased from us and the Goods are in perfect condition and have not been used.

Our Gift Certificate Refund Policy does not apply to any Goods that have been purchased using a promotional code or Goods that are purchased at a discounted price. In other words, our Gift Certificate Refund Policy only applies to Goods purchased at the full retail price.

In the unforeseen event that you receive your goods in a faulty or damaged condition, the faulty goods may be returned with a replacement arranged at no extra cost or a full refund accepted including postage and handling. We must be notified within 24 hours of receiving damaged goods if you wish to receive an exchange or refund.  Please repack the damaged goods in the original packaging and we will contact you to provide further instructions.

© 2018 The Family Love Tree.