Returns, Refunds and Warranties

Returns

If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

You must lodge a return request by emailing info@picniiq.com and include in the email subject line "Return request - [your order number]"  and our customer service team will arrange the return for you.

Products returned must be in 'as-new' condition and packaged securely in the original packaging. This means you must not have used, assembled, damaged, marked or altered the product in any way. If the product is not in ‘as-new’ condition, then we reserve the right to refuse the return, and the product will be shipped back to you at your own expense.

Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit. 

Store credit voucher codes will be valid for 12 months from the date of issue.

We will not accept returns delivered in person to our depots, offices or warehouse facilities.

Products Damaged in Transit

Unfortunately products may occasionally be damaged in transit.

If your product arrives and the packaging or the item itself is clearly and significantly damaged, you must take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our warehouse and delivery network to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after you have received it, you must take photos or video clearly showing the damage and contact us within 48 hours of receiving your delivery.

We reserve the right to choose how to remedy the situation. The type of remedy we provide will depend upon the circumstances. We may choose to work collaboratively with you to find a solution. For example, we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our warehouse

You will be responsible for the actual shipping costs to facilitate any return of an item damaged in transit, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

Faults and Warranty Claims

Picniiq offers a 12 month warranty on all products. We warrant all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with the Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, you must take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

We reserve the right to choose how to remedy the fault or defect. The type of remedy we provide will depend upon the circumstances. We may choose to work collaboratively with you to find a solution. For example, we may arrange to:

  • Send you any missing parts or components
  • Suggest a self repair (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund in exchange for return of the product
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our warehouse

You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

You will be responsible for the actual shipping costs to facilitate any return of any item under warranty, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly, use or modification
  • Damage arising from improper use of the provided assembly tools, or other tools when assembling the product
  • Damage arising from over-tightening any screws on the product
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods from a post office, Click & Collect pick up location or other delivery drop off location
  • Any minor variations in dimensions, colour, grain or finish
  • Any minor imperfections or superficial blemishes, marks, scuffs, scratches or scrapes

Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

Your consumer rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer service team will look after you.

Our rights

We reserve the right to refuse a return or refund in cases where we cannot be reasonably satisfied that you purchased the product from us and/or where we deem damage to a product to be due to fair wear and tear, misuse, improper assembly, failure to use or assemble in accordance with the relevant instructions, failure to care for the product in accordance with the instructions or information on our FAQ page, or failure to take reasonable care.