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SHOPPING POLICY

Shopping with Papaya is easy, safe and efficient. Our Shopping Policy is best broken up into two sections - the terms of purchase, and our returns policy.

 

TERMS OF PURCHASE

The Agreement

In addition to the Terms of Use, these terms and conditions ("the Purchase Terms") set out the additional terms and conditions under which you may purchase products appearing on this website. By completing the customer application process and/or purchasing products from this website, an agreement exists between you and Papaya once Papaya accepts an order. Each accepted order is a separate agreement.

Customer Registration

Not applicable for customers who use the guest checkout facility when it is available.

Should you decide to become a registered customer with Papaya, the details you enter during the checkout will be saved as your customer profile. You will be required to enter a valid username and password, which can be used upon future visits to the Papaya website to enter the My Account area. You warrant that all information and data provided by you is accurate, complete and up to date. You will promptly notify Papaya if there is any change to this information or data. You must take responsibility for the safekeeping of your username and password, as you are liable if an unauthorised person uses your username and password.

Orders

You place an order with Papaya by selecting products and pressing the "add to cart" button on the product page, and completing the 'checkout' process. Papaya reserves the right to accept or reject an order for any reason including without limitation, unavailability of product; an error in the price, image or the product description; an error in your order; or delivery location. Orders are deemed received by Papaya at the time of successful transmission of the order, after which you will be unable to cancel the order. Orders are deemed accepted by Papaya upon Papaya acknowledging the order or failing to reject the order within 21 days.

Product Availability

Papaya uses its best endeavours to ensure products ordered are available for delivery, and in most cases we will notify you when a product is unavailable prior to you completing your order. However you acknowledge that in some cases this is not possible and Papaya may need to reject an order you have placed for a product where Papaya establishes that it is actually unavailable for delivery. In such cases Papaya will refund in full all amounts you paid in respect of such unavailable product. Papaya cannot provide rainchecks for products ordered online, and where permitted by law reserves the right to limit the sale of products to reasonable or normal household quantities.

Product Suitability

You assume full responsibility for ensuring the product you select for purchase is suitable for the environment it will be used in.  This includes ensuring the size of an item is appropriate, the material of the item can withstand its placement, and that the colour is what you require. If a delivered item is not suitable for these or other reasons not expressed by the Australian Consumer Laws, please contact Papaya for personalised assistance.  Although not obliged, and at our disctetion we will treat each instance on a case by case basis in determining if the goods can be returned.  Please note that in such an instance,  a re-stocking fee may apply.

Payment

You must pay for products purchased on this website at the time of placing an order. To pay for products, you will be transferred to an external site operated by PayPal. You agree that PayPal is responsible for the processing and the security of your payment, and you hereby release Papaya from any liability in relation to such payment. Please refer to PayPal's terms of use for conditions applying to payment processing services.

Variation of Products and Price

Papaya may vary the prices on this website at any time, and prices are subject to change until you have paid for the products in full. Product availability and product prices may vary between Papaya's physical stores and those found on this website.

Delivery

Delivery terms including delivery areas, delivery costs and estimated delivery times are contained in Papaya's Shipping Rates & Times and the Shipping Policy is expressly incorporated in these Purchase Terms.

Please note that to purchase products, your delivery address must be within a suburb where Papaya provides delivery. Orders will not be processed for delivery to an address in a suburb not in Papaya's delivery area. Risk in the products passes to you upon delivery to your nominated delivery address, and title passes upon payment for the products in full.

Returns

Return claims (including for replacement products, refunds or credits) are detailed in Papaya's Returns Policy, and the Returns Policy is expressly incorporated in these Purchase Terms. Please refer to this policy to determine your entitlement to a return, and the process that you need to follow. Purchasing from papaya.com.au constitutes an agreement to accept the returns policy as a one of the terms of purchase.

 

RETURNS POLICY

We pride ourselves on creating beautiful products made with care. If you need to request a refund, return or exchange we ask that you take the time to read this returns policy. You can also use our contact us [link] form to send us a message.

In order for Papaya to process a return request, you must first contact Papaya's eStore manager via:

Email: estore@papaya.com.au

Phone: +61 2 8571 7777

Mail: Attn: E-Store Manager, Papaya Homeware, 2 Edinburgh Rd, Marrickville NSW 2204 Australia

Included with your request must be the following information:

  1. A daytime and after hours contact number.
  2. Transaction ID (receipt number) OR a copy of your invoice/receipt.
  3. A brief description of the fault or issue.

Please do not return the items by post or courier until we have replied or spoken to you. We have return options that may be easier and more secure than standard return post services.

RETURNS FOR DAMAGED ITEMS

If your goods arrived damaged please let us know as soon as possible. Damage goods returns must be requested within 7 days of receiving your purchase. Once the return is approved we'll organise a pick-up where possible.

In the case of damaged or faulty goods a photograph of the item can help us determine the best way we can help you. Please include one when you email or write to us.

 

RETURNS FOR CHANGE OF MIND

We encourage you to choose carefully from our collection. Remember that we're always here to help you find the right item and we're happy to talk to you about what would be best for your home.

Returns for change of mind must start within 14 days of the date of shipment. Please note Papaya may not offer a refund for change of mind returns, however we may offer a credit voucher or exchange. The exchange or credit will not include shipping and handling charges, and these could be charged at the time of return or deducted from a credit voucher or exchange value should we decide to offer one. The exchange or credit will be issued when the goods are received by Papaya in original condition, including product packaging where applicable.

Where an item may not be suitable (eg incorrect size) please contact our customer service team via the Contact Us page for personalised assistance.

Should you wish us to supply a return postal voucher - this will make it easier to return the item to us - a shipping cost will need to be paid, and the parcel taken to your local post office or post shop for postage. For small items and some articles under 2kg the cost will be $15 per parcel. For larger, bulky items or articles over 2kg the return shipping cost will be $20. Items are not usually collected from you unless by special arrangement. Collection of parcels incurs and additional charge of $6.95 for the driver to come to you.

Purchases where a Change of Mind return is expressly not available

Papaya will not accept the return of items from the following categories for a change of mind return under any circumstances:

  • Cosmetics, soap, personal care products, and fragrances
  • Bedding
  • Gift vouchers

These products can still be returned if they are faulty, not fit for purpose or the product is significantly different from the published sample or description.

OTHER RETURNS

Papaya will accept product returns and provide you with an exchange voucher, refund or repair where:

  • The product is faulty or is not of a reasonably acceptable quality;  OR
  • The product cannot perform the way promised (is not fit for its intended purpose);  OR
  • The product is significantly different from the published sample or description; AND
  • You can present your Papaya tax invoice or other adequate proof of purchase.

Papaya may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. Papaya reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Important Notes

For incorrect item replacements Papaya must be notified within 14 days of receipt of the goods in order for a refund/exchange to occur. To arrange for return/replacement of the incorrect item please contac the ecommerce team using the methods outlined above. Refund/exchange in these cases is at the discretion of Papaya.

Papaya reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Goods presented for repair may be replaced by new or refurbished goods of the same type rather than being repaired. New and/or refurbished parts may be used to repair goods.

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address on our contact page and need to be accompanied with supporting evidence.

Refund, credit and exchange values do not include the cost of shipping the goods to or from the purchaser.

Papaya products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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