Returns & Claims

How do I make a return or claim?

To make a return or claim, please send us details of the claim with photos to: sales@tarragona.com.au

Terms & Conditions

All claims for faults, damages or shortages must be submitted in writing (email accepted) to tarragona within 48 hours of delivery to original delivery address. Failure to submit in writing in this time frame will waiver any claim made. All damages or product shortages will not be recognised if deliveries are made by a third party organised by the retailer. Any damage or shortage claims will not be accepted if deliveries occur between the retailer and the customer. It is the responsibility of the retail store to ensure all products are checked for damage, faults or shortages and items are correct before they deliver to the consumer. 

Proof of purchase is necessary to claim, and photos may be required. tarragona cannot offer warranty/replacement products after the initial faulty/ damaged item has been installed. 

Return of goods due to incorrect or cancelled orders will incur a 20% restocking fee plus the cost of the return freight to tarragona . Return of goods to Tarragona due to incorrect or cancelled orders is the responsibility of the purchaser at their expense. Credits will not be applied for any goods returned to Tarragona that are not in original packaging and saleable condition. 

If an order is cancelled, but has already been invoiced, then it is too late to cancel the order and the order must go through the returns and claims process incurring the restocking fee. 

Tarragona reserves the right to refuse or reduce customer credits for specialised orders. For stone or timber top orders, once the stone has been cut for the order, it is unable to be cancelled or returned for a credit. 

If your Tarragona representative collects the returned goods, the customer will not need to pay for return freight but is still liable for the 20% restocking fee. Please note that this may exclude any large items or non-metro locations. 

For all claims made where Tarragona is at fault, you are still required to lodge a claim in writing and proof of purchase is required. However, Tarragona will arrange to have the items returned to the closest warehouse. This can occur through a courier or arranged through the Tarragona representative. No restocking fees will apply in these situations. Tarragona will also, where necessary, re-issue correct items to you.