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Setchi Design's Customer Service Charter

We aim to ensure that you have a positive experience every time you choose to shop with us.
Setchi Design have developed a Customer Service Character that aims supports following information:
  • Promotions & Special Offers
  • Returns & Exchange Policy
  • Consumer Guarantees
  • Pricing Policies
  • Warranties
  • Product Disclaimers
  • Feedback & Comments

Promotions & Special Offers

From time to time, Setchi Design will run Special Offers, Promotions and Competitions (Promotions). Full terms and conditions of each Promotion will be published under our Specials / Terms & Conditions page outlining inclusions, exclusions and if they can be used with any other offer/promotion.
However the following Terms and Conditions apply across all ‘Promotions’ (unless otherwise stated).
Promotions exclude:​
  • Customer Special Orders* i.e. Custom Made orders
  • Freight costs
  • Purchase of Gift Cards

Promotional Definitions

Below is a list of Promotional Definitions often referred to in our Promotions:​
  • Sale/Special: is a product which is offered temporarily at a reduced price for the purpose of promotion. These items are available on Made To Order if stock runs out during the sale period.
  • Custom Made order: a Custom Made product is not a regularly stocked or standard size and or design item but is available to order, designed and made upon customer request. A 50% deposit or full payment maybe required at the time of ordering.
  • Promo Code: is a code provided as part of a Promotion which is applied at the Checkout of the Setchi Design Website and activates the related discount, offer or bonus.

Errors & Omissions

While we work to ensure all information on our website is accurate and correct, occasionally, an error may occur and goods may either be incorrectly described or incorrectly priced in which case we will not be obliged to supply the goods at the incorrect price or at all.
Should an error be made, we will (at our discretion) cancel your order and refund the price you have paid or seek your consent to continue with the sale at the correct price. If we are unable to contact you or you do not wish to continue with the order at the correct price, we will cancel your order and refund the money that you have paid.
This does not affect your Statutory Rights.

Member Offers

Please note that Member Offers are only available on full price products unless otherwise stated. If the offer doesn't automatically apply at checkout contact Setchi Design and we can apply this for you.  
The following exclusions do apply:​
  • Customer Special Orders* i.e. Custom Made orders
  • Freight costs
  • Purchase of Gift Cards
  • Can not be used in conjunction with any other discount unless otherwise stated

Mailing List Terms & Conditions

From time to time, Setchi Design send out Marketing materials, promotional offers, event news and company announcements via Email.
As part of the registration of an account with Setchi Design, you will be included in our Company Mailing List. You can also subscribe to our mailing list through the Subscribe functions on our website. 
You can subscribe at anytime to any of our emails via the Unsubscribe button at the base of all emails sent.  For more information about our Mailing List and Privacy Policies visit our Policy, Terms & Conditions page.

Satisfaction Guarantee Policy

Should you purchase a product from Setchi Design and there is an issue with the product or you have changed your mind and wish to return / exchange / obtain a refund, the following are our options available under our Satisfaction Guarantee Policy.

30 days return at Customers expense with the option of 
  • A credit to your store account 
  • Or the exchange of the product 
All freight costs will be covered by you

*Excludes Customer Special orders

Pricing Policies

Setchi Design always aims to provide the best value for money on the highest quality, therefore we have developed the following Pricing Policies:

Price Drop Promise

If you purchase a product from Setchi Design that goes on sale at anytime in the 30 days following the date of original purchase, under Setchi Design’s Price Drop Promise, we will offer you a Setchi Design Store Credit to the value of the difference between the price that is paid for the product and the subsequently advertised price.
To activate the Price Drop Promise Customers are required to:
  • Contact Setchi Design direct
  • Mentioning the Price Drop Promise and product
  • Present/supply an original invoice showing the original retail price paid and purchase date

Warranty Policy

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:​
  • - to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and obtain a refund of any unused portion.
  • Setchi Design offers a 1 years Warranty on selected Products. Please refer to Warranty Documentation provided with your purchase Product for full details, inclusions and exclusions.
  • Due to differences in electricity standards, operating electrical products in a country other than Australia will void the warranty provided with the product.

Warranty Claims Process

  • If you believe an item you purchased from Setchi Design is faulty and covered under the provisions of the products Warranty, please return the product to Setchi Design for assessment; or
  • If you prefer to Post the product back, please contact Setchi Design and we will provide you with a Returns Authorisation (RA) number and further instructions.
  • If the product you have purchased is a bulky item and needs to be returned to Setchi Design, please contact Setchi Design for a controlled return number using our nominated freight company.

Warranty Queries

  • If you require more information about Warranties or require a copy of Warranty Documentation, please contact Setchi Design direct via email containing all the details of the product including purchase date.

Product Disclaimers & Notes

Customers should ensure that they take all reasonable safety precautions when using products purchased from Setchi Design. We (Setchi Design) will not be held liable to you in respect of any personal injury (including without limitation serious injury or death) that you may suffer or sustain directly or indirectly as a result of the use of products sold by us. Nor will we be liable to you in respect of any other losses arising as a result of any such personal injury.

Nothing in this disclaimer shall: limit or exclude our liability for death or personal injury resulting from negligence; limit or exclude our liability for fraud or fraudulent misrepresentation; limit any of our liabilities in any way that is not permitted under applicable law; or exclude any of our liabilities that may not be excluded under applicable law.

Electrical Disclaimers

Setchi Design supply a small range of electrical products (lights / lamps) and it is important to understand that not all electrical products are the same. Electrical products each have specific electrical requirements to ensure that they operate correctly. Electrical products that are not powered correctly may malfunction and result in:​

  • Damage to the product

  • Damage to the source of the electrical current

  • Electrical Fire

  • Electrical shock

Information regarding the electrical requirements of your Setchi Design product can be found either in the product manual on request or on the product itself. However to ensure your product is compatible with your electrical system, Setchi Design advises that you discuss your products electrical requirements directly with a Licensed Electrician. Setchi Design staff are not qualified or permitted to offer advice on electrical products. Setchi Design will not be held responsible for any damage or potential damage to property or persons related to the use of a product when utilising an inappropriate electrical source. 

REMEMBER - If you are in any doubt, call a Licensed Electrician.

Customer Feedback & Comments

Setchi Design are committed to providing quality products and services to our customers through this online shop.  We value your feedback about our products, service and company.  If you have any feedback please complete the Contact Details Form or Testimonial Form.

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