Australian Consumer Law - Refunds for Change of Mind 

As per the ACCC consumers are not entitled to repair, replacement, or refund rights when they change their mind, misuse a product, were aware of existing faults pre-purchase, disregard professional advice on services, or when service issues arise from third-party actions. For more information see the Consumer Affairs Website

Australian Consumer Law - Consumer Guarantees that apply automatically

Under the Australian Consumer Law, a customer is entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.  

The customer is entitled to seek a remedy if the product does not meet the consumer guarantees. 

If a consumer identifies a problem with a product, that means it does not meet a consumer guarantee, the store or seller may have to provide a 'remedy' such as:  

• Refund 
• Repair 
• Replacement 
• Compensation  

The type of remedy a customer is entitled to depends on the nature of the problem and whether the problem is major or minor. 

For more information see the Consumer Affairs Website

At Schots, we want your shopping experience to be as enjoyable and seamless as possible and understand that at times we can all make a mistake or simply change our minds. Therefore, we offer a 7 Day Change of Mind Policy for eligible items and orders. 

The following items are excluded from the 7 Day Change of Mind Policy: 

• Ordered in items from 3rd Party Suppliers - Status of Available Ships in X days 
• Clearance, Last One or Ex-Display 
• Custom Made to Order and Special Finishes - Status of Made to order ready in X to Y 

Therefore, it is imperative that you choose carefully and confirm at time of purchase that the item(s) you have ordered are right for you as they cannot be cancelled, exchanged or returned once the order is placed. We highly recommend that you seek advice and confirm with your tradesperson that the item(s) are right for your project. 

For more information see Change of Mind Terms & Conditions.  

Schots Home Emporium, may approve a Cancellation or Amendment of an order after it has been processed if: 

• It is a stocked item(s) (status "in stock") and cancelled/amended within 7 days of placing order and is prior to picking. 
• It is an ordered in item from a 3rd Party Supplier (status "Available ships in X days") within 24 hours of placing order and the purchase order can be cancelled with supplier. 
• Manufacturing has not commenced on a Made to order or Custom finish item(s) (status: "made to order ready in X to Y") 
• The item(s) cannot be supplied or has significant delays. 

If we accept your cancellation or amendment outside of the above terms, it may be subject to any reasonable direct costs arising from the cancellation if the item(s) has been picked or despatched by our Distribution Centre or 3rd Party Supplier. We will inform you in advance of the amount of that charge and you may choose whether to proceed with the  amendment. 

• For Online Purchases - Contact our customer service team via email customerservice@schots.com.au
• For in Store Purchase - Contact our store via email on cliftonhill@schots.com.au

Schots do not offer Returns, Exchange or Refunds for a change of mind if: 

• Proof of purchase cannot be provided  
• You are not the original customer 
• Item(s) were purchased using Promotions i.e. coupon 
• Has been previously installed or altered 
• Is a Clearance, Last One or Ex-Display product 
• Custom Made to Order and/or Special Finish item(s) (status "Available ships in X days" or "made to order ready in X to Y") 

Schots do not accept returns of items wilfully damaged or through normal wear and tear. 

All 3rd Party Supplier item(s) return or exchange requests are determined by the 3rd Party Supplier Policies. Schots may accept a return or exchange with the Supplier approval which may be subject to any reasonable direct costs arising from the return such as a re stock fee and shipping costs back to the Supplier. We will inform you in advance of the amount of that charge, and you may choose whether to proceed with the return. 

For Online Purchases - Contact our customer service team via email customerservice@schots.com.au

For in Store Purchase - Contact our store via email on cliftonhill@schots.com.au

The Return Fee, if applicable is based on your location and the size of the item(s) you are returning. Return Fees are also subject to the following: 

• Free Delivery: If you originally received free delivery, the original delivery cost will also be deducted from your refund including any return or redelivery fees.   
• Paid Delivery: If you originally paid for the delivery, this shipping fee will not be refunded, and the additional Return Fee will be deducted from your refund.  

Storage, delivery upgrade and re-delivery fees will not be refunded for Change of Mind Returns.  

You will not be charged a return fee if Schots has acknowledged the item(s) have arrived damaged, faulty, or incorrect. Please see Defective Goods or Incorrect Supply under our Warranty Terms & Conditions.

All returned goods must be in the original intact and undamaged packaging. Therefore, you must keep the original packaging if you would like to return the goods.  

Our White Glove Delivery Service (non-Courier) includes assembly and packaging removal. If you have selected this delivery service, ask the delivery team to leave the packaging if you are considering returning the goods.  

For all Change of Mind Returns, it is your responsibility to ensure that the items are returned to us in the same condition (including any packaging) in which you received them. Our delivery partners will not accept items without packaging due to the Occupational Health and Safety Act and Regulations.  

Upon the return of the items, our Distribution Centre Team will thoroughly assess the goods to determine the status, and restocking fees may apply. See our Change of Mind Terms & Conditions 

In the instance, you have received a faulty or damaged item that needs to be returned, and you have disposed of the original packaging. We ask that you to source alternative material for secure return as our delivery partners will not accept unpacked items due to the Occupational Health and Safety Act and Regulations. 

Proof of purchase is a requirement for all returns and exchanges. Returns with an original receipt will be refunded in the original form of payment i.e. 

• Credit Card: refund to be issued to the same credit card used as payment. 
• Cash: refunds over $300 may be issued via wire payment into your nominated account upon completion of a payment request email.  
• Gift Voucher: will be credited or exchanged at the original purchase price in the form of a credit note with the same expiry date.  

Multiple forms of payment: where the original transaction involved multiple forms of payment which included a gift voucher and a refund amount less than the total original transaction amount, the refund amount will first be issued in the form of a credit note up to the amount originally paid by gift voucher, with any remaining amount then refunded to the credit or debit card used for the purchase up to the amount originally paid.  

• Online Orders: will be automatically refunded back through the original online payment method. 

Schots will only return monies to the original card used at the time of placing the order. If the original card cannot be produced, the customer will be required to provide their driver's license and bank statement as verification.  

Please note that online orders cannot be refunded in Store. 

Warranties apply in addition to consumer rights to a repair, replacement, refund or cancellation when there's a problem with a product or service. 

Warranties are extra promises that a business makes about the quality of a product or how it will fix any problems with a product or service. Please click on the following link for more information ACCC Website Here 

General Warranty 

To review the warranty information for any specific product please check the product page. If you have any questions, please do not hesitate to email customerservice@schots.com.au Click to open and download our general warranty information here: General Warranty 

Warranty Claims 

Please email customerservice@schots.com.au with your invoice number, photos of issue(s), a clear description of the issues(s) and your expected solution. Our team will assess your claim and reply to your support ticket within 3 business days to propose a suitable remedy.   

Schots is not obliged to accept a warranty claim if: 

• Proof of purchase cannot be provided
• You are not the original customer
• Item(s) were not installed by a qualified professional i.e. plumber
• Item(s) has been altered from it's original state 
• Was a defect listed under a Clearance, Last One or Ex-Display product

Defective Goods or Incorrect Supply 

All returns for defective or incorrect supplied goods will be handled in accordance with the ACCC and Schots Home Emporium Terms and Conditions. 

Upon receipt, ensure that you inspect your purchase and notify us of any missing parts, imperfections, faults, damage, or incorrect items immediately. These must be reported within 48 hours of receiving goods. Defective claims outside the 48-hour reporting period will be assessed under a general warranty claim.  

Please email customerservice@schots.com.au with your invoice number, photos of issue(s), a clear description of the issues(s) and expected resolution. Our team will assess your claim and reply to your support ticket within 3 business days to propose a suitable remedy.   

Except for any rights and remedies you may have under the Australian Consumer Law or the Schots Home Emporium Terms and Conditions, we will not be liable for any defective goods unless you notify us with full details and a description within the period from the time of delivery within which it would be reasonable to expect the relevant defect to be identified or become apparent. If you do not notify us within this time, you are deemed to have accepted the goods. 

Store Credit (Credit Note)

• Store Credit can be redeemed for goods and/or services in Schots stores only.
• Store Credits cannot be used to purchase Gift Cards.
• A Store Credit is valid for 12 months from the date of issue.
• Any unused Store Credit will not be redeemable after 12 months and the validity date cannot be extended. 
• Once a Store Credit has been issued, the value cannot be changed for a cash refund. 
• Store Credits do not accrue interest. 
• Store Credits can only be used on orders associated with your original account or email address. Store credit cannot be transferred to another person or account. 
• Schots will not be responsible for any lost or stolen Store Credit. 
• Store Credit cannot be issued for purchases made with Zip Money, Zip Pay or AfterPay.
• If the value of your purchase is less than the value of the Store Credit, your spend will be deducted, and the remaining balance can be redeemed when you next make a purchase. 
• Purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the balance due. 
• If an Order made using Store Credit is cancelled or returned, the portion of the purchase attributable to the store credit will be restored to your account only and not refunded as cash. 
• We reserve the right to correct the balance of your store credit if we believe that a clerical or account error has occurred.

Other Important Information: 

• Retention of title: All goods remain the property of Schots Home Emporium until paid in full by the purchaser. 
• All products and services that require a lead-time to supply and/or manufacture are classified as a CUSTOM ORDER and/or 3rd Party Order. 
• All monies/deposits paid on Custom Made to Order and/or Special Finish Item(s) or Service(s) supplied by Schots Home Emporium are non-refundable for change of mind. 
• See here for our full Terms and Conditions