Warranty, Refund and Return Policy
In this policy, the terms “you” or “your” refer to our customers, while “us,” “our,” or “we” denote Facile Ensemble. Any exceptions to Facile Ensemble’s Warranty Policy, such as variations in supplierspecific warranty, refund, and return policies, will be clearly indicated within this Warranty Policy.
Warranty for products
1. All products sold through the Facile Ensemble website come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
2. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
- send missing parts (if applicable);
- suggest a method of self-repair (if applicable).
- replace the product (subject to availability);
- offer an alternative product; or
- offer a partial or full credit voucher or refund.
Making a warranty claim for damaged goods or missing parts
1. Warranty claims should be sent to us via e-mail at contact@facileensemble.com.
2. The following should be included in the message:
- order number;
- the quantity of each product and/or part missing, faulty or damaged; and
- an image or video (of acceptable quality) of the product that clearly shows:
- the fault or damage (if applicable)
- what part is missing (if applicable);
- the product in the original packaging (if applicable); and/or
- the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
4. Please do not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
5. Please do not return the product unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
7. Any delivery delay should be reported by you to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days . If we receive no update within three working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames, please visit our shipping guide. Due to ongoing unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.
Refund, return and replacement procedure for damaged/faulty goods or missing parts
1. If you are entitled to a refund, we will advise if the product needs to be returned. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.
2. If you are entitled to a replacement or spare part, we will advise if the product needs to be returned.
3. If you are entitled to a replacement product or spare part, but:
- there is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
- an incorrect product is returned, we will not be responsible for these products or have any obligation to return these to the customer
Change of Mind
Change of mind requests can be considered if submitted within 14 days of delivery. Please notify us within this timeframe to avoid rejection of the request. Products that have opened cannot be accepted.
Items returned due to incorrect or incomplete delivery information, including unclaimed returns, will be processed as change of mind returns.
To submit a change of mind request, please follow these steps:
1. Send your request to contact@facileensemble.com. Detailed guidance on this process will be communicated to you through this address.
2. Include images or videos showing the items in their original packaging, along with a reason for the return.
3. Do not dispose faulty items as we may request their return for inspection.
4. Please do not send items directly to us without prior consultation as this will not qualify for refund.
Once a change of mind request is accepted, you will receive a return label. We will refund the item price and shipping fee, minus return postage and a 10% restocking fee. If a return label is not provided, the refund will still include a similar deduction.
If you change your mind before receiving the item, we must initiate a Return to Sender (RTS) request. In these cases, we will refund the item price and shipping fee, minus a 10% restocking fee, once the item reaches the Supplier’s warehouse.
Product recalls
1. In the event of a product recall, we will advise you of the relevant procedure.