Refund policy

Returns & Exchanges Policy – Online Purchases

Thank you for shopping with Poeme Home. Please take a moment to read our returns policy carefully before making a purchase.

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Change of Mind & Sale Items

We do not offer refunds for change of mind or on sale/discounted items.

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Our Products

All our marble products are natural and unique. Variations in pattern, veining, and colour are to be expected and celebrated. These natural differences are not considered defects.

The product you receive may differ slightly from the images shown online due to these natural characteristics.

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Exchanges & Credit Notes

If you are not satisfied with your purchase, you are welcome to request an exchange or store credit within 7 days of receiving your order.

To initiate a return, please email us at hello@poemehome.com.au with the subject line: RA Request.

Returns must be requested within this 7-day window to be eligible.

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Conditions for Return

Items must be unused, undamaged, and returned in original packaging.

You will be provided with return instructions once your request is approved.

Returns sent without prior approval will not be accepted.

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Shipping Costs

Return shipping costs are the responsibility of the customer and are non-refundable.

We recommend using a trackable shipping method, as Poeme Home is not liable for returns lost or damaged in transit.

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Processing Returns

Please allow up to 5 business days from the date we receive your return for it to be inspected and processed.

In the rare case a refund is approved, it will be issued to the original payment method, and may take up to 14 days to appear in your account.

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Damaged or Faulty Items

If your order arrives damaged, please contact us within 48 hours of delivery at hello@poemehome.com.au.

Include the following in your email:

Proof of purchase

Description of the damage

Clear photos of the damage

Photos of the packaging and shipping label

Please note: If the issue is cosmetic and falls within the natural variation of marble, it may not be considered a fault and may not qualify for a refund or replacement.