Returns & Exchange Policy Conditions

Festoon House offers customers a full refund or exchange of products within a 30 day period with a valid proof of receipt. 

Returned products must be sent back to us unopened and unused in their full, original, undamaged condition and packaging. 

Festoon House will not reimburse customers the delivery associated with returning unwanted or exchanged goods.

• Misuse, abuse, or negligence.
• Accidents, improper installation, or unauthorized modifications.
• Use of the Product for purposes other than intended.
• Exposure to harsh environmental conditions beyond the Product’s specifications.
• Normal wear and tear, including but not limited to fading of colors, slight dimming of lights over time, and deterioration of materials due to prolonged use, is not covered under this warranty.

Restocking Fee: A restocking fee of 10% will be charged for any items returned due to a change of mind. This fee is calculated based on the total value of the items being returned.

Effective Date: This policy applies to all orders received from the week beginning January 15 2025, any orders placed after this time frame and are subsequently returned due to change of mind will be subject to the restocking fee.

How It Works: The restocking fee will be deducted from the refund amount due to you for the returned item(s). For example, if you return an item worth $100, a restocking fee of $10 (10% of $100) will be deducted from your refund.

Exclusions: Please note that this restocking fee applies only to returns due to change of mind. Returns processed due to defective products or incorrect shipments will not be subject to this fee.

Initiating a Return: To initiate a return, please follow our standard returns process outlined on our website. Ensure to indicate the reason for the return so we can process it accordingly.

Process for Returning or Exchanging Goods

If you receive your order and have changed your mind about your purchase, please notify our Customer Service department support@festoonhouse.com.au immediately, there will only be a 30 day grace period from the time the goods were delivered to your provided address.

Please use the following subject line with your unique order number in place of the XXXX: “Returning Order #XXXX”.

Returned or Exchanged Goods Delivery Costs

If the buyer chooses to return unwanted goods, the cost to return the goods will be at the buyer’s expense. 

Processing Refunds of Returned Goods

Once we have received a returned Product and a refund is due, we will process that refund back to the payment method used when placing the order. 

Please note that refunds to credit cards may take up to 30 days to appear on your statement.

Damaged Goods on Delivery Policy

Please check any products that you receive from Festoon House upon receipt to inspect for any damages or product faults.

If you notice damage to a product after delivery or there is a problem with your order, you must to notify us via email with all details of the damage within 14 days of delivery. 

Failure to do so will negate any claim on Festoon House. In the case of damaged goods we will refund or replace your order, whichever you choose.

Damaged goods must be returned to Festoon House before replacement product(s) are shipped out.

Process for Returning Damaged Goods

If a product arrived damaged on delivery, please notify our Customer Service department support@festoonhouse.com.au immediately with your order number, photos of the damaged goods and brief details of the damage. Please use the following subject line with your unique order number in place of the XXXX: “Damaged Goods – Order #XXXX”.

Our returns delivery address will be provided via email, the buyer will then be required to arrange to have the goods returned to the provided address.

Associated Costs Returning Damaged Goods

If the buyer would like the damaged goods replaced with new products, the cost to return the goods will be covered by Festoon House. 

The buyer will need to arrange to have the goods returned to Festoon House. Once the goods have been received by Festoon House the cost of returning the goods will be debited onto the buyer’s payment method used when placing the order.