- SHIPPING & RETURNS
SHIPPING & RETURNS
We are an online store only, but we can and do ship our products to virtually any address in Australia. When you place an order with us, we will estimate shipping and delivery dates for you based on the availability of your ordered items and the shipping options you choose. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full dollar.
Depending on the shipping provider we elect to ship your goods, there is the possibility of delays occuring due to courier delays in transit, public holidays or any other unforeseen issue. We will endeavor to notify you and keep your company representative(s) updated as to the cause of the delay, and do everything we can to rectify the problem.
In the event that you receive an incorrect or damaged item, please advise us by phone or email immediately upon receiving it. In both instances, we will require you to send us photo proof of the fault or damage so we can better understand what went wrong. It will then be determined if the product needs to be returned to our office for further review and assessment of the fault or damage and a decision will be made by our team on the outcome.
If agreed to by us, you may return the damaged item/s exactly as you received the product for a full assessment. This includes the bubble wrap and/or boxing the product/s were sent in. The items must be returned to us in the same condition it/they were despatched in (failure to do this will result in no exchange or refund). Upon fair and equitable assessment of the product, if the fault is deemed to be that of Real Estate Flags and Banners, then we shall (at our discretion), offer to fix the problem or make a refund. In all circumstances our decision is final.
If after full assessment by us, the complaint or damage is a result of our error (i.e. you received an incorrect or defective item) we may refund you the return shipping costs. If the complaint is considered petty or unreasonable given the nature of the product (how it is made or put together) or if the customers demands and expectations are greater than that of the industry, then at our discretion, we may offer a partial refund of the product. In all circumstances our decision is final.
If a decision has been made as to the outcome and the customer is unhappy with that decision, then at the discretion of Real Estate Flags and Banners, we may seek the opinion of a 3rd party / independent person in the same or similar industry to give their opinion and feedback. We feel this is a fair and equitable way to help resolve a complaint. In all circumstances our decision is final. The product/s will then either be exchanged, refunded, or replaced. If after fair and equitable assessment has occurred and the complaint is declined by us, then the item/s will be returned back to the customer at the customers shipping expense.
Depending on your bank or financial institution, you should expect to receive your refund within two weeks. Things that can delay this is the time it takes for the goods to arrive back to our office, the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
We offer a 12 month return to base warranty on our fibreglass flag pole products. If there is an issue deemed to be the result of poor manufacturing, then Real Estate Flags and Banners will arrange for the replacement of the said items. There is a 3 (Three) month replacement warranty on the printed flag only. It is the customers responsibility to be aware of this warranty period and the customer must notify Real Estate Flags and Banners within 3 (Three) months of purchase date of any flag or banner issue, whether it be colour fade, print distortion or an issue with stitching or pocket hemming. We cannot replace a printed flag or banner outside of this allotted warranty time period. The customer agrees to provide both a written description and photo evidence of the alleged defect. As long as the matter is brought to our attention within this 3 (Three) month period, then the issue will then be reviewed by our staff and a solution or answer provided. Based on these findings, Real Estate Flags and Banners reserves the right to make the decision as whether to replace or not, and our decision is final.