Refund policy

30-Day Satisfaction Guarantee

Thank you for shopping at COLAMY. We want you to be happy with your purchase, which is why we offer a 30-Day Satisfaction Guarantee for eligible Australian orders.

If you change your mind or decide that your item is not quite right, you may request a return or exchange within 30 days of the date your item was delivered. Proof of purchase is required.

This 30-Day Satisfaction Guarantee is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded, restricted, or modified under the ACL.

By placing an order with COLAMY, you agree to the terms of this Return & Refund Policy.

Policy Details

Quality Issues or Shipping Damage

Recommended Notification Period: Within 7 days of delivery, where possible.

Please contact us as soon as reasonably possible after discovering an issue. The 7-day notification period does not limit any rights you may have under the Australian Consumer Law.

What to Provide:

• Your order number
• A brief description of the issue
• Clear photos or videos showing the product issue or shipping damage
• Photos of the packaging where relevant
• The batch number printed on the side of the carton, if available

Please retain the original packaging where reasonably possible while the issue is being assessed. However, original packaging is not required to exercise any rights you may have under the Australian Consumer Law.

What We Offer:

Depending on the nature of the issue and your rights under applicable Australian law, an appropriate remedy may include:

• Repair
• Replacement
• Refund

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement and a refund.

Cost to Customer: No charge for an approved remedy. Where a return is required for a faulty or shipping-damaged product, COLAMY will arrange collection or cover reasonable return transportation costs as required under the Australian Consumer Law.

Incorrect or Missing Items

Recommended Notification Period: Within 7 days of delivery, where possible.

Please contact us as soon as reasonably possible after discovering an incorrect or missing item.

What to Provide:

• Your order number
• A brief description of the issue

For an incorrect item, please provide where possible:

• A clear photo of the outer packaging showing the model or batch number
• A clear photo of the shipping label or consignment label
• A clear photo of the incorrect product received

For a missing item, please provide where possible:

• Photos of the package
• Photos of the contents received

Please retain the original packaging where reasonably possible while we review the issue.

What We Offer:

Once the issue has been verified, we may:

• Send the correct item
• Send the missing item or component
• Arrange an exchange
• Provide a refund where appropriate

Cost to Customer: No charge for an approved remedy relating to an incorrect or missing item.

Change of Mind / Not Fully Satisfied

Return Request Window: Within 30 days of delivery.

For a voluntary change-of-mind return under our 30-Day Satisfaction Guarantee:

• The item must be unused and in like-new condition
• The item should not have stains, scratches, drilling, alterations, or other modifications
• All original parts and accessories must be included
• The product must be fully disassembled before return where applicable
• Please retain and use the original packaging where possible
• If the original packaging is no longer available, suitable protective packaging must be used
• Please provide your order number and a brief reason for the return
• We may request photos or videos to confirm the condition of the product before arranging the return

What We Offer:

For eligible change-of-mind returns, we will arrange a refund or exchange in accordance with this policy.

Return Shipping Costs: Any applicable return shipping cost for a voluntary change-of-mind return will be confirmed before the return is authorised. Please do not send the item until COLAMY has provided the applicable return instructions.

This voluntary change-of-mind policy is separate from, and does not limit, your rights under the Australian Consumer Law where a product is faulty, damaged, unsafe, not as described, or otherwise fails to meet an applicable consumer guarantee.

Returns

Return requests under our voluntary 30-Day Satisfaction Guarantee must be submitted within 30 days of delivery.

To start a return, please contact us at hello@colamyhome.com before sending the item back. Returns sent without prior contact may experience processing delays.

For voluntary change-of-mind returns, products must be returned in like-new condition with all parts and accessories included.

We do not accept change-of-mind returns for products with:

• Stains
• Scratches
• Drilling
• Alterations or modifications
• Missing parts
• Damage caused by misuse or failure to take reasonable care of the product

Where applicable, products should be fully disassembled before being returned.

We recommend using the original COLAMY packaging because it is designed to protect the product during transport. If the original packaging is no longer available, suitable protective packaging must be used to minimise the risk of damage in transit.

These packaging and condition requirements apply to our voluntary change-of-mind policy and do not restrict any rights you may have in relation to faulty products under the Australian Consumer Law.

For approved claims involving a faulty, damaged, incorrect, or missing product, COLAMY will provide the applicable return instructions and arrange collection or cover reasonable return transportation costs where required under the Australian Consumer Law. For a voluntary change-of-mind return, any applicable return shipping cost will be confirmed before the return is authorised. Please contact us before sending the product back.

Change-of-Mind Return Exclusions

The following items are not eligible for voluntary change-of-mind returns or exchanges:

• Clearance items marked as non-returnable or Final Sale
• Final Sale items

These exclusions apply only to voluntary change-of-mind returns.

They do not exclude or limit any rights or remedies available under the Australian Consumer Law if the product is faulty, damaged, unsafe, incorrectly supplied, not as described, or otherwise fails to meet an applicable consumer guarantee.

Please review all product information, including dimensions, specifications, materials, and other relevant details, before placing your order.

If you have any questions before purchasing, please contact our customer support team.

Faulty Large or Heavy Items

If a product is faulty and is too large, heavy, or difficult to reasonably return by ordinary means, please contact us before attempting to return it.

Where required under the Australian Consumer Law, COLAMY will arrange collection or cover reasonable return transportation costs for eligible faulty products.

How to Start a Return

1. Contact us at hello@colamyhome.com or submit a request through our Contact Form.
2. Provide your order number and a brief description of the issue or reason for return.
3. Where relevant, please provide:
   • Photos or videos showing the product issue
   • Photos of defective or damaged parts
   • Photos of the packaging
   • A photo of the shipping label
   • A photo of the batch number
4. Our customer service team will review your request and provide the next steps.
5. If a return is approved, we will provide the applicable return address and instructions. Depending on the reason for the return, we may provide a prepaid return label, arrange collection, or advise you of any applicable change-of-mind return shipping cost before the return is sent.
6. After sending the return package, please provide or confirm the return tracking information where applicable.
7. Once the returned item has been received and, where applicable, inspected, we will process the approved refund or exchange.

For faulty products, the available remedy will depend on the circumstances and your rights under the Australian Consumer Law.

Australian Consumer Law

Our products come with consumer guarantees under the Australian Consumer Law.

These rights apply independently of COLAMY's voluntary 30-Day Satisfaction Guarantee and any manufacturer or product warranty.

Depending on the nature and seriousness of a product failure, you may be entitled to a repair, replacement, refund, or compensation.

For a major failure, Australian consumers may be entitled to choose between a replacement and a refund.

For a minor failure, COLAMY may provide an appropriate remedy, such as a repair, within a reasonable time.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any rights or remedies available to you under the Australian Consumer Law.

Warranty Claims

Products that develop defects covered by the COLAMY Warranty Policy may qualify for repair, replacement, or another applicable remedy.

COLAMY's Warranty Policy is provided in addition to any rights and remedies available under the Australian Consumer Law.

Please review the COLAMY Warranty Policy for further information.

Refund Timeline

Once your return has been approved and the required return process has been completed, we will process the refund to your original payment method.

For change-of-mind returns, refunds will generally be processed after the returned item has been received and, where applicable, inspected.

Once COLAMY has processed your refund:

• Credit Card: Refunds generally take approximately 3–5 business days to appear, although processing times may vary depending on your bank or card provider.
• PayPal: Refunds are returned to your PayPal account and processing times are subject to PayPal's applicable procedures.
• Apple Pay / Google Pay or other card-based payment methods: Processing times generally depend on the underlying card issuer or payment provider.

Your financial institution may require additional time before the refund appears on your statement.

Orders Purchased with a Promotional Code

If an item purchased using a discount code, voucher, or promotional offer is cancelled or refunded, the refund amount will be based on the actual amount paid for that item after the applicable discount.

Please contact us if you need assistance with a cancellation or refund involving a promotional order.

Return Address and Instructions

Approved Australian returns are directed to an authorised return facility in Australia. The applicable return address depends on the product, order, and reason for return and will be provided after your return request has been reviewed.

Please do not send a product to any warehouse without prior authorisation and return instructions from COLAMY.

For safety and security reasons, personal drop-offs are not accepted.

Frequently Asked Questions

Can I cancel my order after it has been shipped?

If your order has already been shipped and you wish to cancel it, please contact us as soon as possible.

We may attempt to intercept the shipment, but interception cannot be guaranteed.

If the shipment cannot be intercepted, we may ask you to refuse delivery where permitted by the carrier or follow the applicable return process after delivery.

Why should I keep the original packaging?

COLAMY packaging is designed for each product to help protect it during transport.

For voluntary change-of-mind returns, keeping the original packaging can help reduce the risk of return shipping damage and make the return process easier.

However, original packaging is not required in order to exercise rights you may have in relation to a faulty product under the Australian Consumer Law.

When will I receive my refund?

Payment Method	When Is the Refund Processed?	When Will I Receive It?
PayPal	After the approved refund is processed by COLAMY	Timing is subject to PayPal's processing procedures and account status
Credit Card, Apple Pay, Google Pay and other card-based methods	After the approved refund is processed by COLAMY	Usually approximately 3–5 business days, although timing depends on the bank or payment provider

What should I do if I still haven't received my refund?

If your refund has already been approved and processed:

• Check the refund confirmation email from COLAMY
• Check your bank, card, PayPal, or online wallet transaction history
• Allow your payment provider's normal processing time
• Contact your bank or payment provider using the refund confirmation information

If you still cannot locate the refund, please contact us with your order number and refund details and we will assist you in checking its status.

Will I be charged any return fees?

For an approved claim involving a faulty, damaged, incorrect, or missing product, COLAMY will arrange collection or cover reasonable return transportation costs where required under the Australian Consumer Law.

For a voluntary change-of-mind return, any applicable return shipping cost will be confirmed before the return is authorised.

Last updated: September 29, 2026