Returns, Refunds and Exchanges Policy

How To Return An ItemYour item must be in its original unused condition to be returned, unless there is a manufacturer defect. The complete consignment must be returned within 30 days from purchase date. A 15% restocking fee will be deducted from the refund total. Any customised amendments to ordered products will not ne accepted and not eligible for return. The cost of returning the item is to be paid by the purchaser.

1. Please email sales@illusionfires.com.au to request a refund and we will assign you a tracking #.
2. Due to the size and fragility of the consignment, our exchange policy requires you the order to be returned via a nominated freight forwarder to:
Illusion Fires
Returns Department Tracking #____________
145 South Gippsland Highway
Dandenong South, VIC 3175

3. Include in your package a signed letter stating the reason for your return and the original receipt.

Return Exceptions
Merchandise that has been damaged, marked, used, or altered will not be accepted for return or exchange.

Restocking Fee
All items are subject to a 15% restocking fee, this will be deducted from your refund. We also do not refund shipping and handling fees paid on the original order.

Payment Policy
Accepted Methods of Payment
E-Way Credit Card (Visa, Master Card, American Express)
PayPal
Cheque / Money Order (Refer below)
Credit Card Charges
Your credit card will be charged when you place your order. If we are not able to fulfil your order for any reason your credit card will be refunded.
Mailing Address For Cheque/Money Order
Illusion Fires
Returns Department Tracking #___________
145 South Gippsland Highway
Dandenong South, VIC 3175

Items paid by way of Cheque or Money Order will not be released until the funds have been cleared by the relevant financial institution.

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