Returns Policy

Change of Mind Returns

For regular online purchases, goods may be returned to Naturexplore Store (Showroom) for a change of mind within 14 days of delivery. (Excludes Special Order & Clearance).

• Goods must be returned in the original packaging, unused and in new, saleable condition within 14 days of delivery of the goods.
• You can nominate your choice of return: exchange, credit or refund of payment. All associated costs with the return are at the customer's expense.
• We will charge 10-15% restock fee depending on the size of your parcel.

Please note if you return the goods to our store, the store will be able to immediately enable you to exchange or issue credit to your account. 

If you’d prefer a refund of payment, please notify the showroom staff - and they’ll issue this request to our online team. This refund request will be processed on the next business day. Unfortunately, at this time, due to technical limitations, the store cannot issue a refund of payment for online purchases.

Paypal Users - If you paid for your purchase via Paypal, you may be eligible to be reimbursed for your return shipping costs from Paypal.  

*Please note that special orders and clearance lines are not eligible for change-of-mind returns.

Online Warranty Returns

Naturexplore and the manufacturer of the goods guarantee all goods supplied by Naturexplore. Warranty periods vary according to the product. Warranties only apply to goods supplied within Australia for personal use.

The warranty covers manufacturing faults or defects in the original product. Damage or faults from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of God are not covered by warranty.

As displayed in the warranty section of some of our products, certain brands offer a lifetime warranty. The term Lifetime is determined by the average lifetime of the product's fabrics, material and components. As with all items, over time, they will wear from use at a natural rate and from exposure to the elements; the lifetime guarantee of our products will depend on how well they are cared for and how they are used.

The first step to get a warranty return underway is to contact Naturexplore with your details, a description of the problem and some photos. From these details, Naturexplore will be able to advise the next course of action, which will usually be to either provide replacement parts or to initiate a return.

When an item is returned, it will be inspected by Naturexplore or the manufacturer to confirm its eligibility for a warranty claim. Once deemed a warranty issue, Naturexplore or the manufacturer will classify it as a minor or major fault. In the case of a minor fault, the item will be repaired or replaced and for a major fault, the item will be either replaced or refunded.

If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.

Suppose a product is found to be faulty within 14 days of delivery, and Naturexplore is notified within this time frame. In that case, Naturexplore will cover the cost of any shipping required to or from the original delivery location to resolve the issue.

If a product is found not to be faulty after 14 days from delivery, Naturexplore will offer the use of our freight account rates, and any shipping required will be charged to the customer. Alternatively, the customer can make their own shipping arrangements to return the item at their expense. Items may also be returned in person to Naturexplore store for inspection. In some instances, an item may not need to be returned, but rather, spare parts can be supplied directly to the customer.

Damaged in Transit

Suppose a product arrives and is found to be damaged within 14 days of delivery, and Naturexplore is notified within this time frame. In that case, Naturexplore will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.

Depending on the type and extent of the damage, Naturexplore may decide to send the customer spare parts, or the customer will be given a choice of either a replacement or a discount on the damaged item.

Lost in Transit

An item is deemed lost in transit once our investigation period with the carrier (currently at 15 business days due to carrier delays) has elapsed. Once considered as lost in transit, Naturexplore will organize for a replacement to be shipped or a refund to be processed. The original items are returned to the sender once found by the customer.

Online Returns Procedure

In all instances, Naturexplore must be contacted before a return is sent so that the appropriate method of return can be arranged.

This ensures that all returns are dealt with as quickly as possible. Failure to adhere to these instructions may delay processing your return or potentially additional costs.

Step 1: Contact Naturexplore for Return Instructions.

Step 2: Address and repackage the item/s securely to avoid any damage in shipping

Step 3: Item/s put into transport and tracking details sent to Naturexplore

Step 4: Item/s received into the Naturexplore warehouse and item/s condition checked

Step 5: Upon item/s confirmed being saleable, a refund, credit or exchange will be processed

To start a Return, contact Naturexplore, providing Naturexplore with your order number and details of what you would like to return and why.

Returns Shipping Costs

All associated freight costs for change-of-mind returns are at the customer's expense.

Naturexplore will pay return freight costs provided all of the following conditions are met:

    - the goods supplied were not what you ordered/faulty products

    - you contact Naturexplore for a return authorization

    - you follow Naturexplores return instructions

    - items are in the original packaging, unused and in new, saleable condition

Alternatively, if you are local to the Naturexplore store, you may return your online purchase directly to the store to save on shipping costs.

Returns Shipping Methods

In all instances where the customer is responsible for return shipping costs, they may choose:

1. To make their own shipping arrangements to the Naturexplore Warehouse address.
2. To ask Naturexplore to organize return shipping using Naturexplore carriers. In these cases, the shipping cost will be deducted from the refund or charged directly to the customer. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s; carrier used and the customer's location.
3. Return the item/s in person to our Naturexplore store (for store credit only).

In all instances where Naturexplore is responsible for return shipping costs, Naturexplore will organize the return with a selected carrier. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carriers available and the customers' location. Alternatively, if it is convenient, the customer may choose to return the item directly to a Naturexplore store to expedite the process.

In-Store Sales Returns Policy

Change of Mind Returns

Goods may be returned to Naturexplore store for a credit in the case of a change of mind, provided the goods are in their original packaging, unused and in new condition, ready for resale within 14 days of purchase. This excludes special orders made for you specifically. If you have any concerns about the suitability of your product prior to purchase, please raise these concerns with staff at Naturexplore, and they can try to help you determine if this product is suitable for your needs.

Refund Processing

Online or In-Store Purchases

Refunds are processed within two business days of being approved. Refunds are sent back using the original payment method (e.g. Paypal back to Paypal, Mastercard back to Mastercard). Depending on your financial institution, it may take 4-5 business days for these funds to be available in your account.

Special Orders

Online or In-Store Purchases

Whilst Naturexplore is happy to order item/s for you, these orders cannot be refunded, credited or exchanged for change of mind, so please order carefully.

Naturexplore abides by the Australian Consumer Law (ACL) and believes in giving all consumers fair treatment.