PLEASE COMPLETE THE ONLINE CLAIM FORM
To speed up your Credit Claim, please complete the Online Form below. Once submitted, please email any supporting documentation you may have (ie: photos) to sales@colcam.com.au
parcel protection cover
Damages caused during transit by third party logistic services are not the responsibility of ColCam. Unless optional "Parcel Protection Cover" is taken out per delivery by the customer, ColCam has the digression to decline any credit claim.
Returning goods
Please note, ColCam does not accept change of mind on goods. If you decide to send goods back to our warehouse, a 20% restocking fee will apply and you will need to organise your own return shipment of goods. Items must be returned in AS-NEW , sellable condition with their original packaging as per our T&Cs. Any items damaged in return transit will be not be credited. ColCam is not responsible for the reimbursement of any freight charges incurred.
CLEARANCE/SPECIAL/SALE/EOFY/DISCONTINUED ITEMS
Any items purchased from ColCam with special pricing applied are sold in as-is condition and considered as final sales. Any damages caused in transit are not the responsibility of ColCam. Claims will need to be raised with the logistics carrier directly.
CREDIT CLAIM PROCESS
If you have received goods that are either faulty, damaged or have a manufacturing fault, please complete the form above and provide us with as much information as possible for us to process your request in a timely manner.
Please be aware all claims must be submitted within 3 days of receiving the goods. Credit Notes will be applied to your account and put towards your next invoice. Credits cannot be refunded or redeemed for cash.
Please note: ColCam has video surveylance of our packing tables and dispatch area. For any short-delivery claims made, we will review the footage and advise of the outcome. Furthermore, damages caused in transit by third party logistic services are not the responsibility of ColCam. If making a claim for Damages caused in Transit, Head Office will review the claim and if it sees fit, raise a credit in good faith. Please note, unless optional insurance is taken out per delivery by the customer, ColCam has the disgression to decline the claim.
nATURAL CHARACTERISTICS & VARIATIONS CANNOT BE CLAIMED
Each ColCam item is hand made by a real person who has mastered their art and craft, therefore some natural variations will occur from piece to piece.
ColCam choses to promote the individuality of each item that is on range and appreciates that each is truly unique & that these variations form a part of their beautiful chararistic.
- The following cannot be claimed:
- Differentiation in wood or bamboo colour due to being a natural product & displaying its own growth characteristics
- Natural wood grain markings or burns - this was a living thing before it was crafted into your beautiful item
- Raffia colour, texture & size not matching - these are grasses that dry naturally and the final outcome cannot be controlled
- Slight variations in sizing - due to our items being handcrafted, please allow a 1-3cm variation from piece to piece
- Markings and Scratches on Brass - this is a by-product of the process of handcasting brass
- Chips & Dents in Sandstone products - these are made from a soft & porous material that is prone to marking. Please be mindful when purchasing these items.
- Natural Cracks in Teak, Wooden and Coconut Palm items - these natural materials are known to fracture & crack as they age & continue to dry out. Please be mindful when purchasing these items as this is a beautiful and unique characteristic to these materials.
- Holes on the base or underside of ducks. Please note, some suppliers drill holes into the bases of the Bamboo Root to assist in the drying out process, where as others do not (depending on the manufacturers geographic location & season). If you have received a duck with a drilled base, this is not a fault that can be claimed. Your duck has been sent to you after being carefully inspected and is seen as a valid item for sale.
- Large Knots or threads and Colour Variations in cushions & blankets. Our artisans use natural, unprocessed raw cottons, linens and traditonal handlooming techniques. Because of this, our makers need to manually tie threads of cotton together which may cause the appearance of knots or colour variation. This is a beautiful characteristic that we embrace and celebrate and do not view as a fault.
- Freight can not be claimed or credited as we use external logistics companies for their services.
- Please note ColCam does not refund any monies. A credit note is offered in good faith and is applied to your account for use on your next purchase. We highly reccomend using your credit note within 3 months.
RECEIVED A DUCK WHO'S FEEt OR BOOTS HAVE COME OFF?
Occassionally, a wooden boot or webbed foot may detach from a duck during it's transit from our warehouse to your store, but luckily this is a simple thing to fix and doesn't affect the functionality of the duck. Simply follow our instructions to reattach.
A credit of 20% per duck will be applied to your account to be used towards your next invoice.
- How to fix detached Webbed Feet or Boot:
- Take a photo of the detached feet and complete the credit claim form below identifying the sizes of ducks affected
- Once that has been done, pop a small amount of Gorilla Glue into the Webbed Foot or Boot and reattach to the duck
- Apply slight pressue to ensure their is a solid connection between the glue and leg
- Leave it to set overnight
- Good as new & ready for resale
- Freight can not be claimed or credited
I have received the wrong item
On the rare occasion that a packing error occurs, please notify our Customer Service team by email immediately with photos of the packing error.
- Options moving forward:
- You can choose to keep the item(s) at an agreed rate
- If keeping the incorrect items, you can also nominate to have the correct item(s) shipped out & invoiced to you with your next order.
- If you decide the items received are not the right fit and would like to send them back to us, the goods must be returned in AS-NEW , sellable condition with their original packaging.
- Items that do not return to ColCam in sellable condition will be charged back to the client at full price. For this reason, please ensure you repack the items in the same condition you received them to ensure their journey back is a safe one.
- Freight can not be claimed or credited.