REFUNDS, RETURNS & PRODUCT CONDITION

Refund Policy 

Renascence Studio will offer a refund or exchange in accordance with consumer law where an item is deemed to have a “Major Problem” 
However, you are unable to claim a refund or exchange for claims relating to:

• Defects and/or manufacturing faults already disclosed to you by Renascence Studio online or instore.
• Not showing due diligence and not thoroughly inspecting (or not at all inspecting) the item for defects and/or manufacturing faults when examining it in store.
•  Not showing due diligence and not properly reading through and understanding the item’s description and accompanying photos on the Renascence Studio website.
• Not requesting additional information and/or photos to resolve any concerns prior to finalising a purchase in-store or online.
• Change of mind purchases.

Returns and Claims Policy

Returns

We accept returns of the following goods:

• Goods damaged in transit from our studio to you.

• Select items. This will be specified on the product listing.

We do not accept returns of the following:

• All items listed as SALE.

• Select items that do not qualify for returns. Such items will be specified as “Not Eligible for Return” on the items listing.

• Returns based on brand-specific warranties. We sell pre-owned goods and therefore cannot honour such warranties.

What we need from you to process a returns claim:

You will be required to send a return request to hello@renascencestudio.com.au within 48hrs of receiving your delivery 

Renascence Studio will then assess your request and decide if your item is eligible for return.

If your item is deemed eligible for return we will approve you for a refund or a store credit. The nature of the request will determine the method of reimbursement approved.

The following conditions must be met before we can process your refund or store credit:

• You must return the item/s to Renascence Studio within Seven (7) Days of the shipped date.

• Item/s must be in the same condition with all original inclusions (ie. dustbag, box, manuals etc.)

• Item/s must be returned to us in the original packaging. If this is not possible, item/s need to be in packaging that is equal in quality, size and strength as the original packaging suitable for safe re-shipment of the item/s.

• Care must be taken when packing to protect the item you are returning. The item will not be eligible for a refund if it is not returned in the same condition it was delivered.

Provided these conditions are met, we will aim to process the refund or issue you with a credit note within seven (7) working days of receiving your return.

Reimbursement & Expenses

Approved returns for store credit will be processed free of charge. 

Any refund/s issued will be processed back into your original payment method. This will attract a $15 handling & processing fee, or the original fee charged by your payment provider (ie. Paypal); whichever of the two is higher.

Other Considerations:

• Original shipping charges are non-refundable.

• We thoroughly inspect all items prior to shipment and assess for any unreasonable signs of wear; however we cannot foresee what impact future use will have on your item and will not accept returns on this basis.

• Renascence Studio shall bear no responsibility for damage that may occur when a piece is reshipped as a return.

Change of Mind 

We take pride in the products we curate, in the detail of information we provide about these products and in giving you the option to view them in-store. We make every effort to assist you to make well informed purchase decisions so that you love what you purchase from us. 

We understand that a change of mind can happen, particularly when purchasing online.

This is why we strongly encourage you to carefully read the product listing and inspect all photographs thoroughly. 

If you do have a change-of-mind we cannot refund your money BUT we can offer you an exchange or store credit for the value of the purchased item on select products* less shipping costs incurred.

*Change-of-mind does not apply to any products listed as “SALE” or as “Not Eligible for Return”.

What we need from you:

In order to offer you an exchange or Store Credit we will need the following from you:

• Have the item returned to us in its original condition and in its original packaging including any manuals and accessories. This may be done in person or by mail, however, return shipping costs are to be paid by the purchaser.

• Provide a copy of the receipt verifying the items were purchased from our store.

Expenses

All expenses relating to the return of your change-of-mind purchase in-store or online will need to be borne by you, including but not limited to the shipping of the product you wish to exchange your change-of-mind purchase for (where applicable).
Other Considerations:

• Original shipping charges are non-refundable.

• Renascence Studio shall bear no responsibility for damage that may occur when a piece is reshipped as a return.

Damaged Items

Any damage that occurs to your purchased item in the shipping between our studio and the original destination will be eligible for:

1. Like-for-like exchange provided a replacement is in stock and available at the time your claim is approved; or
2. A Store Credit, if a like-for-like replacement is not in stock and available; or
3. A Refund to be honoured if a like-for-like replacement is not available at Renascence Studio.

*Given the nature of the products we sell we cannot guarantee that a replacement will be available. Our inventory consists of discontinued, dead stock, vintage and antique products for which replacements are not readily available or no longer in circulation.

What we need from you:

In order to be eligible for exchange or reimbursement, damaged items must go through our claims process, which will require you to submit proof of damage. Read the full claims process for more information.

Damage Claims Process

In cases where there is visible damage to the shipping carton(s) (indicating improper handling), the damage to the item/s must be documented with photographs and be reported on the same day of delivery. 

The claim will then be assessed and a return label will be sent to you for the return of the damaged item/s at no cost to you providing the claim is approved. 

You must forward a damage report accompanied by images of the exterior of the packaging and specific item/s damaged.  These should be emailed to claims@renascencestudio.com.au

The quality and dimensions of the return shipping packaging must be of equal and appropriate size and strength as the original packaging suitable for safe re-shipment of the piece/s.

Other Considerations:

Original shipping charges are non-refundable.

Any damage not documented with photos and reported will be the responsibility of the buyer.

Exclusions

A return will not be offered if the purchaser has:

• Substantially modified the item/s;
• Misused the item/s contrary to care instructions or packaging labels
• Ordered a custom made product, or the product has been sourced exclusively for them;
• Purchased a gift-voucher
• Had a change-of-mind on a custom order.
• Select items will not qualify for returns. Information is clearly disclosed on the product listing for such listings with the following message “Not Eligible for Return.”

Further information

At any time you can discuss our Returns Policy with us.

Please email support@renascencestudio.com.au between 9.30am and 5.30pm AEST, Tuesday to Thursday.

Product Condition Classifications

Product Conditions will be classified as follows and included in the product listing: 

• As Is
• New (All Products)
• As New 
• Excellent (New, Used, Vintage)
• Very Good (New, Used, Vintage) 
• Good (Used, Vintage)
• Fair (Used, Vintage)

Further classifications will be added to listings to further define their condition where applicable. These include, but are not limited to, the following:

• New - Factory Seconds
• New - Dead Stock
• New - Never Worn 
• New - Never Used
• Original Condition Modified
• Restored
• Needs Restoration

Most of the products we sell and consign are pre-owned, used, vintage and/or antique. 

Some home goods may have signs of wear commensurate with age and history. This is valued by many as authenticating their age and quality. 

Each piece is also unique and there may be slight variations, particularly in handmade items or handblown glass.

Pre-owned products are subjective and no one piece is alike. As such ALL items are sold in “As Is” condition.

We endeavour to provide a clear description, photographs and information on the condition of an item. However, this is as guidance only. 

We encourage you to use discretion and take the time to read our product listing descriptions thoroughly when making a purchase decision and view all related photos carefully as they form part of the illustrative narrative. 

If you have any questions after reviewing the listing information we encourage you to send us your enquiry or request further information via hello@renascencestudio.com.au before making your purchase. 

Please also note that despite every effort we make to provide accurate images of each product's colour in our online store and social channels, true colours may vary slightly due to different device screen settings and other factors that are out of our control. We therefore cannot guarantee that the colour you see accurately portrays the true colour of the product, but we encourage you to visit us in store to view the product in person if this is a concern.