Returns & Refunds

Returns, refunds and your consumer rights

Every Provenance Board Co. work is individually handcrafted from natural Australian hardwood. Variations in grain, figure, colour, tone, natural markings and exact dimensions are intrinsic to the timber and are not faults. Product photography represents the form, proportions and timber character of a collection; the individually numbered work supplied will be naturally unique.

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy available under the Australian Consumer Law or any other law that cannot lawfully be excluded.

Damaged, faulty or incorrect items

Please inspect your delivery promptly. If an item arrives damaged, is faulty, materially differs from its description or you receive the wrong item, contact us at provenanceboardco@gmail.com as soon as reasonably possible. Where practical, include your order number, a description of the issue, photographs of the item and photographs of the external packaging.

Where the Australian Consumer Law entitles you to a remedy, we will provide the remedy required by law. Depending on the circumstances, this may include repair, replacement, refund or reimbursement of reasonable return costs.

Change of mind

Because individually numbered works are selected, allocated and prepared as individual pieces, we do not generally accept change-of-mind returns for boards, furniture, sculptural works, personalised items or commissioned works. This does not affect your rights where an item is faulty, damaged, unsafe, not as described or otherwise fails a consumer guarantee.

Unused, unopened care products and standard accessories may be considered for a change-of-mind return if you contact us within 14 days of delivery. Approval must be obtained before return. The item must be unused, complete and in its original packaging. Unless required by law, original delivery charges and return delivery costs are not refundable.

Items that cannot be returned for change of mind

• Individually numbered timber works
• Made-to-order, commissioned, engraved or personalised products
• Gift cards
• Opened or used care products
• Items damaged through misuse, incorrect storage or failure to follow supplied care instructions

Return process

Do not send an item back without contacting us first. Approved returns must be securely repackaged and sent using a tracked and appropriately insured service. We will provide return instructions after assessing the request.

Refund timing

Approved refunds are issued to the original payment method. Financial institutions may take additional time to display the refund. We will notify you when the refund has been processed.

Natural timber and care

Movement, tonal variation and changes associated with natural timber, environment, humidity, sunlight, use and ageing are not automatically defects. Each claim is assessed on its circumstances, the supplied care guidance and your rights under applicable law.