Refund policy

Return and Refund Policy

Thank you for shopping with Medina Interior! We hope you love your handmade item. Please read our policy carefully regarding returns and refunds.

We offer a refund, replacement, or repair for products that are:

  • Faulty: Damaged or broken upon arrival 

  • Not fit for purpose: Don't do what they are advertised to do.

  • Significantly different from the description or sample: The item you received is not what you ordered or was represented.

Please be aware that our products, particularly handcrafted items like Moroccan furniture and ceramics, often feature inherent natural variations, unique imperfections, and rustic finishes. These characteristics are part of their charm and authenticity and are not considered faults. This includes, but is not limited to, variations in colour, texture, size, grain, minor cracks, or chips that are part of the original design or material. We strive to accurately photograph and describe all items, highlighting any significant features.

 

Change of Mind Returns

We understand that sometimes an item might not be exactly what you envisioned. While we are not legally required to offer a refund or exchange for change of mind, we aim to ensure customer satisfaction.

For change of mind, we offer a store credit or exchange within 14 days of purchase, provided the following conditions are met:

  • The item is in its original, unused condition, including all original packaging.

  • The item is not a "Final Sale" item (see below).

  • Proof of purchase (e.g., receipt or order confirmation) is provided.

  • You are responsible for all shipping costs associated with a change of mind return or exchange.

  • Items must be securely packaged to prevent damage during return transit. If items are damaged during return shipping due to inadequate packaging, we may not be able to offer a store credit or exchange.

Please note:

  • Refunds are generally not offered for change of mind. Store credit or exchange is at our sole discretion.

  • We reserve the right to refuse a change of mind return if the item does not meet the above conditions.

 

How to Initiate a Return (Faulty or Change of Mind)

  1. Contact Us First: Please contact us within 14 days of receiving your order at ghomritaqi@gmail.com or +61493444521 to discuss your return. Provide your order number, a description of the issue, and clear photographs if the item is damaged or faulty.

  2. Assessment: We will assess your claim and advise you on the next steps. For faulty items, we may require the item to be returned for inspection.

  3. Return Shipping:

    • Faulty/Damaged Items: If an item is deemed faulty or damaged upon arrival, we will cover the reasonable cost of return shipping. We will provide instructions on how to return the item.

    • Change of Mind: You are responsible for the cost and arrangement of return shipping.

  4. Processing: Once the returned item is received and inspected:

    • For faulty items: We will process a refund, replacement, or repair.

    • For change of mind (if approved): A store credit will be issued within or an exchange arranged.

 

Items Exempt from Returns (No Change of Mind)

The following items are generally not eligible for return or exchange for change of mind due to their nature:

  • Custom or personalised orders: Items made specifically for you.

  • Gift cards.

  • Clearance or Final Sale items: These will be clearly marked as such.

  • Items that have been used, installed, or damaged by the customer.

 

Damaged in Transit

While we take utmost care in packaging our products, occasional damage can occur during shipping due to the delicate nature of some items.

  • If your order arrives damaged, please notify us immediately (within 24-48 hours of delivery) by email at ghomritaqi@gmail.com

  • Include your order number and clear photographs of the damaged item and the packaging.

  • Further, to assist us with our insurance claim against the courier (in event of goods being damaged in transit), we will ask you to provide further information and in some cases to present the damaged item and its original packaging at your local Australia Post Office. 

  • We will work with you to resolve the issue, which may involve a replacement or refund, subject to our assessment and courier policies.


Contact Us

For any questions regarding our return and refund policy, please contact us at:

ghomritaqi@gmail.com