Last updated: 15/05/2025
Our Returns Commitment
We understand that sometimes a product may not be quite right. This policy outlines how returns, refunds, cancellations, and damaged goods are handled at House of Cypress, in line with Australian Consumer Law.
We aim to make this process fair, clear, and as straightforward as possible for both our customers and our team.
Cancellations Prior to Shipment
If you need to cancel an order, please contact us immediately at sales@houseofcypress.com.au or call us on (02) 4910 4033.
If your order has not yet been dispatched, we will issue a full refund. Once the item has left the warehouse, the order is subject to our standard return and restocking policy.
Returns
We offer a 30-day return policy on eligible products. To qualify:
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The item must be unused, in its original packaging, and in the same condition you received it
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The return must be initiated within 30 days of delivery
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You must contact us before returning any item to confirm the correct return address
Please email us at sales@houseofcypress.com.au with your order number, the item(s) you'd like to return, and your reason for return. We'll provide next steps to ensure your return is handled smoothly.
Change of Mind
Returns due to change of mind are accepted within 30 days but will incur a 25% restocking fee. Refunds will be processed to the original payment method, minus any applicable fees and shipping costs.
The customer is responsible for return shipping charges on change-of-mind returns.
Custom Made & Special Order Items
Items that are custom made, altered from standard factory specifications, or specially ordered cannot be cancelled, returned, or refunded once fabrication or modification has begun.
Refunds for these items will only be issued if the product is:
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Faulty
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Not as described
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Or unfit for its intended purpose, as defined by the Australian Consumer Law
This policy ensures we can meet supplier timelines and uphold quality control throughout the custom order process.
Freight Damage & Defective Items
If your order arrives damaged:
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Note the damage on delivery (if possible)
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Take photos of the damage, packaging, and product SKU
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Email us at sales@houseofcypress.com.au within 24 hours of delivery
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Include a description of the issue along with visual evidence
We will process a freight insurance claim on your behalf. Damage claims received after 24 hours may not be accepted.
Return Shipping
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We cover return shipping only when the product is:
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Damaged on arrival
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Defective
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Incorrect due to our error
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For all other returns (e.g. change of mind), the customer is responsible for shipping costs
Refund Processing
Refunds are issued within 7-10 business days of receiving and inspecting the returned item. Funds are returned to the original payment method, minus any applicable restocking or shipping fees.
Contact Us
House of Cypress
Level 1, Suite 107 / 17 Bolton Street
Newcastle NSW 2300
Email: sales@houseofcypress.com.au