Change of Mind

Here at TohaaDesign we want to make online shopping as easy and risk free as possible. If for any reason you are not happy with your purchase, we are happy to accept a return or exchange within 7 days of receipt (excluding original artworks).

If you are having problems installing your product, please ensure that you have referred to the installation information on our website including video instructions at tohaadesign.com.au. 

If you decide to return your purchase, you can choose from the following options;

• Refund - We are happy to offer you a refund for the value of the item.
• Exchange - Exchange for another TohaaDesign.com.au item to the same value 

Items Ineligible for Return - We cannot accept returns for limited edition original artworks. 

Colour not as expected? TohaaDesign does its best to ensure that the images on the site accurately portray the correct colour of our products.  However, some colours may appear differently, depending on the screen or settings of the screen that you are using to view the product. This is not a product fault/error and will be considered a change of mind.

Shipping costs incurred will not be refunded and the cost of returning the goods will be paid for by you. Any items returned must be unused/unassembled and in their original packaging. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store-credit until the item has been received. We do not take responsibility for any exchanges that go missing or lost during postage. To complete your return, we require a receipt or proof of purchase.

To start the Return Process, please contact customer.service@tohaadesign.com.au for return address details.

Faulty or Damaged Item?

7 Days

As soon as your item arrives it is your responsibility to open your package and check for any damage in case the journey has been bumpy. Any damage needs to be reported within 7 days of receipt.

We also ask that you keep all packaging in case you need to make a return - we cannot accept a return without the original packaging.

For a minor problem, you are entitled to a repair or replacement.

For a major problem, you are entitled to a refund.

*Please see details below as to what determines a minor or major problem under Australian Consumer Law.

What to do?

To start this process, please notify us as soon as you can, but at a maximum of 7 days to customer.service@tohaadesign.com.au. Please include a description of the problem and a photo of the damage to the product as well as a photo of the packaging. 

Once we receive your notification, we will contact you to work out the best way forward to resolve the issue.

Warranty Information

Our goods come with the statutory guarantees imposed by the Australian Consumer Law.  Below is some information about the rights that the statutory guarantees provide.

1. When can you obtain a refund or replacement under the statutory guarantees?

(a) We are not required to provide a refund or replacement if you change your mind.

(b) If the product doesn’t comply with one of the consumer guarantees in the Australian Consumer Law, you are entitled to have the product repaired or receive a refund or replacement, depending on whether there is a major or non-major problem.

(c) The statutory guarantees include guarantees that the product:

• is of acceptable quality;
• is fit for any disclosed purpose; and
• matches its description or sample.

(d) You can choose a refund or exchange if a product has a major problem.  This is when it:

• has a problem that would have stopped someone from buying the product if they had known about it;
• is unsafe;
• is significantly different from the description or a sample; or
• doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.

(e) Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

(f) For a non-major fault, we can repair the product in a reasonable time instead of offering a refund or replacement. 

(g) Please keep your proof of purchase – e.g. your order confirmation/receipt.

 This information doesn’t limit the scope of your rights or our obligations under the Australian Consumer Law.  More information about the Australian Consumer Law is available on the Australian Competition and Consumer Commission website: http://www.accc.gov.au.

If you have any questions or concerns, please feel free to contact our friendly customer service team by emailing customer.service@tohaadesign.com.au