Canningvale Australia

The shipping cost is a flat rate $14.99 per order for delivery to New Zealand, and $9.95 for delivery to Australia.

Delivery to New Zealand: Orders will be despatched from our warehouse within 1-3 business days, and delivery will take place up to 4-7 business days after despatch (depending on your location with New Zealand).

Please note that all product is shipped from Australia. All shipping, customs, and excise taxes are the responsibility of the purchaser. To calculate the duty estimate on your purchase, please refer to https://www.customs.govt.nz/personal/duty-and-gst/whats-my-duty-estimator/

Please ensure all address details are correct and provided in full when placing your order. Delivery will be made by PBT, on an ATL (authority to leave) service, ie – a signature upon delivery is not required. Canningvale can deliver to PO boxes. Delivery to Post Office Boxes will be made by New Zealand Post.

If orders are unable to be delivered due to an incorrect address, re-delivery costs will be at the customer’s expense.

Canningvale is committed to providing exceptional customer service and quality products. In the unlikely event that an ordered item isn't available, or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item or a full refund.

If you're not satisfied with your product, simply return it in resaleable condition, within 30 days of receipt of delivery. This means you must meet all of the below criteria:

• Item is unwashed and unused.
• Item is in the same condition as when you received it. This means all packaging, labelling and tags are still attached and intact.
• You are able to provide proof of purchase.

If you meet all of the above, follow the returns guidelines below so that Canningvale may assess and offer a full refund or exchange (less postage & handling). We have a dedicated Customer Service team that are available by phone, email or Live Chat on our website, should you have any questions.

How do I return and exchange an item? It's easy to return an item, simply contact Canningvale by email at mailto:info@canningvale.com or telephone on +61 3 8548 7810 to notify them of your return. Then: 1. In order for Canningvale to process the return, post the items to the address below. Include your contact details, and details of your return items. 2. You are responsible for safely packaging your return to ensure we receive the items in resalable condition. 3. We recommend sending returns via registered post as we do not accept responsibility for lost items. 4. Canningvale will be in contact within 24 hours of receiving the returned goods. If a replacement product is to be provided, Canningvale will send this to you at your cost, including any price differences in products and cost of re-shipping. If a refund is to be given, it will be processed according to your initial purchase method as soon as possible. Please note that it may take a few days for your banking provider to show the credit in your account. 5. Any items returned outside of 30 day period (unless faulty) or items returned damaged or soiled (unless faulty) will be the responsibility of the customer to retrieve. Canningvale will not pay to return these items to you.

Received the wrong product? In the unlikely event that you have received the incorrect product, Canningvale will re-deliver your original order free of charge.

5 Year Product Warranty Canningvale Australia Pty Ltd stand by our products, which is why we guarantee all products against manufacturing faults. If our products are found to have a manufacturing fault within the specific product's warranty period, Canningvale will assess the goods and, should they be found faulty, we will provide either a replacement product or a full refund (less postage and handling). Should the faulty product be unavailable or sold out, a similar replacement will be offered. Please note that the product warranty does not cover the fair use wear and tear that home ware products generally undergo. We are also unable to warrant breakable items, such as Bathroom Accessories, against breakages that are outside of the fair use of a product. Register your product warranty by filling in and submitting the Warranty Registration Form at https://www.canningvale.com/register-your-product-warranty/ within 30 days of purchase. The product warranty commences from the original date of purchase. You must also make a claim, and the claim must be received by us, within that same period in order to have your claim accepted. Externally branded products (including Home Time and Penthouse Suite) are exempt from the Canningvale 5 Year Product warranty. Home Time and Penthouse Suite brands are covered by a 2 year warranty.

In order to make a warranty claim, follow the below procedure:

• Contact Canningvale by email at mailto:info@canningvale.com or telephone on +61 3 8548 7810 to notify us of the claim.
• In order for Canningvale to assess the goods, post the items to the address below or email images of the faulty items to mailto:info@canningvale.com. Include your return address, nature of the claim/fault and description of the product. If you choose to email photographs, please ensure the Canningvale care label is visible.
• Canningvale will contact you to inform you of its decision regarding the claim. If a replacement product is to be provided, Canningvale will send this to you at its cost. If Canningvale decides to provide a refund, the refund will be processed according to your initial purchase method.

The benefits given to you by our warranty are in addition to other rights and remedies you have under a law in relation to the goods to which our warranty relates.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Phone: +61 3 8548 7810 Customer Service Hours: Monday to Friday, 8.30am - 5.00pm Australian Eastern Standard Time (AEST) (excluding Public Holidays). Canningvale is based in Melbourne, Australia, so please remember that there is a two hour time difference (New Zealand is two hours ahead).