Return and Refund Policy
Return and Refund Policy
7-Day Return Policy We have a 7-day return policy for eligible items, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@uluroom.com.au. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Change of Mind Please choose carefully as we do not offer refunds for change of mind. However, we may offer an exchange or store credit at our discretion, provided the item is returned in its original condition within 7 days. The customer is responsible for all shipping costs associated with change-of-mind returns.
Damages and Issues Please inspect your order upon reception and contact us immediately (within 3 days) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please contact us via the chat box on our website or email hello@uluroom.com.au with the following:
-
Order Number
-
Photos or videos of the damage/issue
-
Photo of the shipping label
Exceptions / Non-returnable items Certain types of items cannot be returned, such as custom products (such as special orders or personalised items).
-
Steel Furniture Note: Please note that minor scratches may occur on steel furniture during the shipping process despite our best efforts. Minor scratches that do not affect the functionality of the product are not considered defects and are not eligible for refund or return. For wooden and steel products, natural wear and scratches may occur over time; we recommend using wood stain pens or steel scratch removers for maintenance.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only replace items if they are defective or damaged.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations Orders can be cancelled within 12 hours of placement, provided they have not yet been shipped. To request a cancellation, please contact us at hello@uluroom.com.au or via our chat box immediately. Once an order has been packed or shipped, it cannot be cancelled or changed.