Refund policy

Return & Refund Policy

The VERANDA Company – Outdoor Fireplaces & Fire Pits

At VERANDA we want you to be happy with your purchase. Please read this policy together with your rights under the Australian Consumer Law (ACL).

VERANDA is a small, passion-driven business. Each fireplace is a considered purchase, so we warmly encourage you to ask us anything and be sure of your choice before you buy – we’re always happy to help you pick the right piece. As we don’t offer change-of-mind refunds, please assess your purchase carefully beforehand.

1. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other 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.

Nothing in this policy limits or replaces these rights.

2. Change of Mind

We do not offer refunds, returns or exchanges for change of mind – for example, if you decide you no longer want the item, find it cheaper elsewhere, or no longer have a use for it. Please choose carefully and get in touch with any questions before you order. This does not affect your rights under the ACL if an item is faulty.

3. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged on arrival, or not what you ordered, please contact us at support@theveranda.com.au with your order number and clear photos within 48 hours of delivery/ Pickup. Where the problem is due to our error, we will cover return shipping and arrange a remedy as required by the ACL. We are not responsible for shipping damages after your pick-up.

    4. Repairs, Replacements & Refunds

    • Our standard remedy is a like-for-like replacement. Where a replacement is unavailable, or where the fault is a major failure under the ACL, a refund will be provided.
    • Minor faults: we may offer a repair, replacement or refund.
    • Major faults: you may choose a refund or a replacement, as provided by the ACL.
    • Approved refunds are processed to your original payment method within 5–10 business days.

    5. Product Coverage & Exclusions

    • Consumer guarantees: our products are covered by the consumer guarantees under the Australian Consumer Law. We do not offer a separate fixed-term warranty; instead, these guarantees apply for a reasonable time given the nature, price and use of the product.
    • Surface finish & patina: steel fire pits and fireplaces are designed for outdoor use and will naturally weather, discolour and develop surface patina or rust over time with exposure to heat and the elements. This is a normal characteristic of the material and is not a defect.
    • The consumer guarantees do not apply to problems caused by normal wear, weathering, misuse, improper installation, accidental damage, or use contrary to the product instructions.

    6. How to Start a Return

    To begin, email us at support@theveranda.com.au with your order number, a description of the issue, and photos. We will guide you through the next steps before you send anything back.

    7. Contact Us

    Questions about returns or refunds? Contact us at support@theveranda.com.au.

    Last updated: 3 July 2026. We may modify or update this policy at any time. The current version will always be posted on this page, so please review it periodically.