Refunds, Returns & Repairs

Each Broached object is produced in limited numbers, and many are made by hand to order. We ask that you read this policy before purchasing, so that you understand how we handle refunds, returns and repairs, and what your rights are under the Australian Consumer Law.

We also ask that you inspect your object carefully on delivery, to confirm that it is of acceptable quality and matches the description on our website.

This policy applies to objects purchased directly from Broached Commissions, including via broachedcommissions.com. If you have any questions about it, please contact us.

Change of mind

Because our objects are made in small editions, and often produced specifically for their owner, we do not offer refunds or exchanges where you change your mind, select the wrong object, finish or size, or no longer require the piece. Please consider your purchase carefully, and contact us before ordering if you would like to see materials, samples or additional photographs.

Made-to-order and custom objects

Objects made to order, or specified with custom materials, finishes or dimensions, are produced for you alone and cannot be cancelled, returned or exchanged once production has begun. Your rights under the Australian Consumer Law continue to apply if a made-to-order object is faulty.

Natural materials and handmade variation

Our objects are made from natural and heritage materials, including timber veneers, stone, leather, pelt, sheepskin, glass and botanical specimens. Variation in grain, colour, texture and pattern, and the marks of hand fabrication, are inherent to these materials and processes. They are part of each object’s character and are not defects. Images on our website show individual specimens, and your object may differ from them.

Faulty objects

Please contact us promptly if you believe your object:

1. is not of acceptable quality;
2. is not fit for the purpose for which it was sold; or
3. does not match the description we provided.

Send us your order details, a description of the issue and photographs, and we will assess it with you. Where the object is faulty, we will offer a repair, replacement or refund in line with the Australian Consumer Law.

Damage in transit

If your object arrives damaged, please contact us within 7 days of delivery and we will arrange a repair, replacement or refund at no cost to you. To help us resolve it quickly:

1. Photograph the damage, and the packaging or crate it arrived in, before moving or unpacking it further.
2. Report the damage to us in writing at info@broachedcommissions.com.
3. Keep the object and all original packaging and crating until we have responded with instructions.
4. Do not send the object back until we have arranged collection. Most of our pieces require specialist handling, which we will organise and pay for.

Returns and repairs

Faulty objects should be reported within a reasonable time. What is reasonable depends on the object, its materials and the price paid.

Many of our objects are large, heavy or installed in place. Where an object cannot easily be returned, we will arrange to inspect it at your premises.

Repairs are carried out by Broached or the original maker, within a reasonable time. We will give you an indicative timeframe, which may change for reasons outside our control, such as the availability of materials or specialist craftspeople.

Where an object has been damaged through misuse, accident, alteration or failure to follow care instructions, or where your rights under the Australian Consumer Law do not otherwise apply, we can still arrange a repair. In those cases, assessment, labour and freight costs may be payable, and we will give you an estimate before any work begins.

Refunds

Approved refunds are made to the original payment method. Where an object is being returned, we will process the refund once it has been received and inspected, and we will confirm by email when this is done.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

Nothing in this policy limits those rights. For more information, visit consumerlaw.gov.au.