Exchange & Refund Policy

Little Spruce Exchange & Refund Policy forms part of its Terms and Conditions.

EXCHANGES OR REFUNDS DUE TO A FAULTY, DAMAGED OR INCORRECT ITEM

We do our best to always ensure that products sold from Little Spruce are free of any manufacturing or other defects, but sometimes accidents do happen.

If you happen to receive the wrong item or a faulty or damaged item, Little Spruce will exchange the item for the correct or an identical undamaged item, where available. Where the correct or an undamaged identical item is unavailable, Little Spruce will provide you with a refund of the full price of the item plus any shipping cost incurred.

Before you receive an exchange or refund due to damage or a fault, your item must first be received back at Little Spruce, it also must be complete with all of the parts you received with it,  and be in the same condition that you received it. To complete your exchange or refund, Little Spruce will require a receipt or other proof of purchase, so please keep your receipt or invoice.

You must check your purchase carefully when you receive parcel and notify us immediately (within one calendar day of receipt) if there is any issue with damage or fault. Little Spruce cannot accept any claims of damage on receipt after this period of time and/or after an item has been used. 

Faults can also happen over time. Where you claim that an item is faulty and it is not clear to Little Spruce whether there is a fault or not, Little Spruce will seek advice from either the Australian representative for the brand or the manufacturer/brand themselves for a decision on whether: there is a fault. This may take up to 72 hours to get a response back to you. 

If an exchange or refund is needed due to Little Spruce sending out the wrong item or a faulty or damaged item, Little Spruce will cover all shipping costs involved. Little Spruce will advise you as to which shipping method to use to return the incorrect/faulty item to us. Please do not return the item to Little Spruce without first speaking to a representative of Little Spruce.

EXCHANGES OR REFUNDS DUE TO CHANGE OF MIND

We always hope you love your item as much as we do at Little Spruce, but we understand with online shopping that sometimes you might change your mind or the item is not exactly what you hoped it would be. You are entitled to seek an exchange or refund on your original purchase due to change of mind within 14 calendar days of receiving your order, with the following exceptions. We do not offer change of mind exchanges or refunds on: special orders, where we have ordered in an item(s) for you at your request; items that have been selected as part of a previous change of mind exchange; discounted items; items that have been purchased as part of a sale; items that are being shipped outside of Australia; and/or free items such as gift with purchase or prize of a competition. 

Please note we charge a restocking/cancellation fee of 10% of the purchase price of any purchase(s) you return or cancel due to change of mind. The fee will be deducted from your refund amount. The fee applies to any orders whether they have been sent or not. This is to go towards covering our fees from Paypal, Afterpay or Shopify etc.

To be eligible for an exchange or refund due to change of mind, you must have a receipt or other proof of purchase. When your item is received back by us it must be unused and it MUST be in the same condition that you  received it. Discounted items are not able to be refunded or exchanged due to change of mind.

You will also be responsible in paying for your own shipping cost to return your ‘change of mind’ item to Little Spruce.

To complete your exchange or refund, we will require a receipt or other proof of purchase. 

In the case of a refund, the cost of the original shipping from Little Spruce to you will be deducted from your refund amount. This will be the actual shipping cost incurred by Little Spruce (including for orders that had qualified for free shipping), which may exceed the shipping charge you paid. Please note this cost may be significant in the case of larger orders or heavy and/or bulky items, such as wooden blocks, and magnetic tiles. 

In the case of an exchange, you will be invoiced for any additional shipping charges incurred in sending out the replacement item. Free shipping does not apply to exchanges due to change of mind.

When shipping your item back to Little Spruce, you should consider using a trackable shipping service, purchasing shipping insurance, and/or purchasing signature on delivery to ensure a safe journey. Responsibility for the safety of your item is retained by you until it is received by Little Spruce. We are unable to guarantee that we will receive your returned item or that it will arrive in an undamaged condition.

If you seek an exchange or refund from Little Spruce after Little Spruce has already incurred shipping charges for your order, we will process your refund minus the actual costs of shipping already incurred by Little Spruce.

LOST ITEMS IN-TRANSIT 

Items are not deemed lost-in-transit until at least three weeks have passed since their date of lodgement with Australia Post or the courier (for items addressed to locations within Australia). Lost-in-transit items cannot be replaced or otherwise addressed until an investigation has been completed by Australia Post or the courier service used to deliver those items. We will keep you updated on the investigation.

All international orders will be sent without insurance or tracking, unless otherwise advised. Little Spruce cannot be held responsible if an international order goes missing.

PROCESS FOR SEEKING AN EXCHANGE OR REFUND

Please contact us via our contact us page or email if you are seeking an exchange or refund. Please do not send your item to the manufacturer. Please do not send your item back to Little Spruce without contacting us first.

Once your returned item has been received and inspected, we will send you an email to notify you that we have received it and we will advise of next steps.

If a refund is agreed, a credit will be applied to your original method of payment within seven calendar days. Please allow a further three business days to allow for bank processing times.