Refund Policy
At The Gymea Lily we have a 14-day return policy to request an exchange or refund with proof of purchase. Decorator items must be returned within 24 hours for a full refund. No exchange or refund if applicable on all Christmas stock.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
It is the customer's responsibility to return / ship the goods back at their own cost to The Gymea Lily in the original condition before the refund is processed.
The Gymea Lily
79 Gymea Bay Road
Gymea NSW 2227
Please do not return items to us without contacting our staff at shop@thegymealily.com.au or on 02 9540 1000. When contacting our team for a return, please include the below information:
• Daytime and after-hours contact number.
• Receipt number from either online or in-store or a copy of your invoice.
• If applicable, a brief description of the fault or issue and any corresponding images.
• Please only return goods once we have replied or spoken with you.
Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable):
• Products with obvious signs of use.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Once we receive the item back, your refund will be processed within 14 days.
• Any item that is returned more than 14 days after delivery won’t be accepted and will be returned at the purchaser’s expense.
Damages and Issues
Please inspect your order upon reception and contact us immediately within 24 hours of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products, lotions and washes). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on seasonal items or gift cards.
Warranbrooke wall art will only be accepted within 24 hours of purchase in stock / delivery.
Stock Availability
We endeavour to keep the stock on our website as accurate as possible. If for some reason, the goods you have ordered is unavailable, we will advise accordingly. We do not reserve stock unless paid for in full. We will then notify the availability of reserved or back-ordered stock.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Late or Missing Refunds (if applicable)
• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at shop@thegymealily.com.au
Important Notes
Screen resolutions and other monitor specifications may impact how the viewer interprets colours. This may cause colour-perceived discrepancies between online photographs and viewing the piece in person. Please consider this when making an online purchase.
Refund and exchange values do not include the original shipping of the goods to or from the purchaser.
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to The Gymea Lily staff and need to be accompanied by supporting evidence.
Under Australian Consumer Law, The Gymea Lily products come with guarantees. You are entitled to a replacement or refund for a major failure and compensation for any 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.