Returns & Refunds

I Have Received My Online Order And My Product/S Is Faulty, What Can I Do?

A faulty product is identified as product/s that arrived to the customer damaged, or in a form unfit for its advertised intended use. If a customer receives a faulty product, Napoleon Perdis will provide the customer with an exchange, refund or online store credit to the value of the faulty product/s following their return to Napoleon Perdis.

A customer must communicate any product fault within 20 days following the product’s purchase in order to qualify for a return in this instance. Online store credits are valid for 30 days and are only for use on napoleonperdis.com.

To begin the exchange process, follow these 3 simple steps. 1. Visit the contact us page on napoleonperdis.com and complete the “enquiry form”.

In the comments section of the “enquiry form”, ensure you provide all details of the return; i.e. product details, online order number and details surrounding the reason why you wish to return the product/s.

Within the next business day you will be contacted by a member of the Napoleon Perdis customer service team who will advise of the next steps to help facilitate a return if and where applicable. The above conditions refer to purchases made on napoleonperdis.com and are not applicable to purchases made in store at Napoleon Perdis concept stores or at any other third party retailer. In all cases, proof of purchase is required to facilitate any product return.

Shipping fees associated with the return of goods are at the sole responsibility of the customer; the exception to this is where napoleon perdis has deemed the product to be faulty where Napoleon Perdis will arrange the method of return at its own cost.

I Have Changed My Mind And No Longer Require The Item I Purchased Online?

Napoleon Perdis will accept product returns if a customer changes their mind within 5 days following their date of purchase. In order to qualify for a change of mind return, product/s must be unopened, unused and with all original packaging and/or labels intact. If Napoleon Perdis is satisfied with the condition of the returned product/s, Napoleon Perdis will provide the customer an online store credit valid to the value of the returned product/s less any freight or handling costs communicated in advance to the customer.

Online store credits are valid for 30 days and are only for use on napoleonperdis.com. If Napoleon Perdis is not satisfied with the condition of the returned product/s, the product/s will be returned to the customer at the customer’s sole cost. To begin the credit process, follow these 3 simple steps.

Visit the contact us page on napoleonperdis.com and complete the “enquiry form”.

In the comments section of the “enquiry form”, ensure you provide all details of the return; i.e. product details, online order number and details surrounding the reason why you wish to return the product/s.

Within the next business day you will be contacted by a member of the Napoleon Perdis customer service team who will advise of the next steps to help facilitate a return if and where applicable. The above conditions refer to purchases made on napoleonperdis.com and are not applicable to purchases made in store at Napoleon Perdis concept stores or at any other third party retailer.

In all cases, proof of purchase is required to facilitate any product return. Shipping fees associated with the return of goods are at the sole responsibility of the customer; the exception to this is where Napoleon Perdis has deemed the product to be faulty where Napoleon Perdis will arrange the method of return at its own cost.

Can I Add More Products Or Make Changes To My Online Order?

Once you have confirmed your online order and received your order number you are not able to add or make changes to your order. If you decide to place another order and this order does not qualify for free shipping, you will be charged a shipping fee aligned to your nominated shipping option.