Terms and Conditions

Portico Terms – when you buy something from our website

These terms apply when you buy products, gift cards, styling credit vouchers or services from our website.

Returning products

We want you to love what you buy from us. If something is not right, please contact us as soon as you can so we can help.

Please do not send anything back to us until we have given you return instructions. That helps us identify your return and process it properly.

Change of mind returns

As home loving designers, we understand that sometimes things just do not quite work in a space. If you change your mind, contact us within [7 days] of receiving your order and, unless the product is excluded below, we may accept the return.

For change of mind returns, the cost of returning the product is yours. The product must come back to us unused, undamaged, unaltered, in its original packaging and safely packed.

Once we receive the product, we will inspect it. If it passes our inspection, we will contact you and process a refund or store credit - your choice - within 2 to 3 working days. If the product comes back used, damaged, altered or otherwise not in its original condition, we may refuse any refund or credit.

Please use a tracked delivery method for change of mind returns. We are not responsible for returned products that are lost or damaged in transit, unless we arranged the return delivery.

We cannot accept change of mind returns for:

• gift cards
• styling credit vouchers
• products that have been used, damaged or altered after delivery
• clearance items, final sale items or products clearly marked as non-returnable at the time of purchase
• products we reasonably believe have been used for staging, hire, display, commercial use, resale or any purpose that is not a genuine change of mind return.

Some products - including rugs, furniture, mirrors, artwork and other large, fragile or bulky items - may need a special return process. If we approve a return for one of these products, we may ask you to use a particular courier, collection method or packaging method.

If we arrange a courier or collection for a change of mind return, we may deduct the courier, collection or return costs from any refund or store credit. We will use reasonable efforts to keep those costs competitive.

If a manufacturer or supplier charges us a restocking fee for a change of mind return, we may pass that fee on. The restocking fee for rugs is $[30].

Damaged, faulty or incorrect products

Please inspect your order as soon as it arrives. If your order arrives damaged, appears faulty, or is not what you ordered, please contact us as soon as possible so we can help. You should contact us within [3 days] of delivery where this is the case - this helps us assess the issue quickly and, where relevant, raise it with the delivery provider, supplier or manufacturer.

When you contact us, please include

• your order number
• photos of the damaged, faulty or incorrect product
• photos of the packaging
• any delivery or tracking information

Please keep the original packaging until we confirm whether it is needed. If damage is obvious when the delivery arrives, please note the damage with the delivery provider where possible before accepting the delivery.

Where the issue is our fault, or where you are entitled to a remedy under applicable law, we will arrange an appropriate solution. This may include a refund, replacement, repair, store credit or return label, depending on the circumstances.

Nothing in these terms limits any rights you may have under the Australian Consumer Law.

Delivery and access

We want your order to get to you safely. Please make sure your delivery details are accurate and that the delivery location is safe and accessible for couriers and delivery providers.

All our products are delivered with authority to leave. This means the courier or delivery provider may leave the product at the delivery address without a signature. You are responsible for making sure there is a safe and suitable place for the product to be left. Deliveries will be to the front door, lobby, building entrance or another safe drop-off point determined by the courier or delivery provider.

Unless you are in the Sydney Metro area and purchase our [White Glove Install Service], delivery does not include unpacking, installation, assembly, styling or placement of products.

If delivery cannot be completed because the details that you provided are incorrect, no one is available, access is unsafe, or the courier cannot reasonably complete the delivery due to something within your control, you will need to pay any redelivery, storage or return costs.

Some terms about products

Handmade, natural and rustic products

Some of our products are handmade, natural, rustic, nautical, vintage-inspired or intentionally imperfect in style. That is part of their charm – this means there may be natural variations in colour, texture, finish, size, pattern, markings, weave, timber grain, rope, shell, stone, ceramic, metal or other materials. These variations are part of the character of the product and are not usually faults.

Colours may also look different depending on your device, lighting, room conditions, screen settings and photography. This does not mean the product is faulty.

Rugs

Rug dimensions, materials and product details are based on information provided by our suppliers and are described as accurately as possible.  Because rugs may be handmade, natural, woven, folded, rolled or finished by hand, slight variations in size, colour, texture, pattern or finish may occur. Please check the product description, dimensions and materials carefully before ordering.

If you are unsure whether a rug is right for your space, please contact us before purchasing - we are happy to help.

Some rugs may shed, fade slightly, flatten, move, or change appearance over time depending on their material, use, placement, cleaning and exposure to sunlight. This is not a fault where it is consistent with normal wear or the nature of the product.

Product care and use

Please follow any care instructions provided with the product or otherwise listed on our website. The makers of the product know what they are talking about, and following their care instructions will help you get the most out of your product for longer.

We are not responsible for damage caused by fair wear and tear, misuse, incorrect cleaning, incorrect installation, exposure to weather, excessive moisture, heat, direct sunlight, pets, improper storage, commercial use or failure to follow care instructions, except where required by applicable law.

Gift cards and styling credit vouchers

Gift cards, store credit and styling credit vouchers are not refundable or redeemable for cash.

You can use gift cards, store credit and styling credit vouchers towards eligible products or services sold by us on our website, but not to buy other gift cards or vouchers.

Lost or stolen gift cards or credit vouchers may not be replaced, so please look after them.

Gift cards and styling credit vouchers are valid for 12 months from the date of issue, unless a longer period is stated or a different period is permitted by law.

Styling credit vouchers may be used for eligible styling services only. They do not guarantee product availability, supplier availability or a particular styling outcome. Any unused time or balance may remain available until the voucher expires, unless the voucher states otherwise.

Home styling consultations

We are all about making your home feel like home. Our home styling consultations are here to help you bring together the look and feel you have been missing.

If you are in Sydney Metro, we can come to you (travel time and costs apply). Otherwise, we can arrange video or telephone consultations.  If you purchase a home styling consultation, we will contact you to arrange a suitable time. If you need to reschedule, please give us as much notice as possible.

If you cancel or reschedule with less than 24 hours' notice, or if we cannot access the property at the agreed time, we may charge a 50% cancellation fee for our reasonable costs, lost time and administrative effort.  Please work with us to choose a time that suits you and let us know as early as possible if anything changes.