Limitation of Liability – XHG takes no responsibility for any injuries, damages or misconduct suffered as a result of any of the products sold.
Check Your Order on Arrival
Please open and check all items thoroughly as soon as you receive them, and report any transit damage or fault within 48 hours, with photos, via email to [email protected].
Rust, patina and weathering on rust-finish, cast iron and recycled metal pieces are part of the intended look and are not defects. Handcrafted items vary slightly from piece to piece and from the photos.
Warranty – 12 Months
In addition to your rights under the Australian Consumer Law, all products are covered against manufacturing defects for 12 months from the date of purchase by the original purchaser. Warranty excludes:
- Normal wear and tear
- Improper assembly or modification
- Deliberate or negligent misuse, abuse, physical alteration, tampering or unauthorised repairs
- Damage to external packaging only
Making a Claim
All warranty claims must be directed through Customer Service at [email protected]. Please do not return or post items before obtaining instructions from us, or your claim may not be accepted. Be prepared to provide:
- Details of the defect or damage
- Photographic evidence of the defect or damage
- Your invoice number or other proof of purchase
- Any other details we may need to process your claim
If your claim is accepted, we will provide instructions on how the goods are to be returned at our expense. If goods returned under warranty are found not to be defective, we reserve the right to seek reimbursement of retrieval/postage costs plus a 25% re-stocking fee.
Returns & Change of Mind
Returned goods must be unused, in their original packaging with proof of purchase, and returned within 30 days. All goods are inspected on return prior to refunding/exchanging.
- Customers pay postage costs for the return of goods
- A 25% restocking/handling fee applies to all returned goods — this fee is waived if you exchange the item for something else or take a store credit note (store credit is valid for 12 months)
- Exchanges are not offered for discontinued, clearance or factory-second items, or special orders
Refund Processing Fee
Please note that our payment processors retain transaction fees on all purchases. Consequently, any customer-requested refunds (excluding orders cancelled due to our error or product defects) will incur a non-refundable 3% processing fee. This fee will be deducted from your total refund amount to cover non-refundable transaction costs.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.