Refund policy
Change of Mind Returns
We understand that you may change your mind after receiving your purchase. If you wish to return an item, please contact us within 14 days of receipt to ensure a smooth return process. The following policies apply:
Return Conditions:
Items must be unused and not fall under the non-returnable product categories. The product must remain free of any scratches (e.g., stone surfaces), stains (e.g., sofas), or damages, and it must be returned in its original packaging with proof of purchase.
Full Refund Restrictions:
Full refunds will not be provided for change-of-mind returns or style mismatches. Full refunds are only available for products with quality or damage issues.
Partial Refunds:
Unshipped Orders:
If you cancel an order before it is shipped, the following fees apply:
- POS refunds: A 1.5% processing fee will be charged（GST charges will be passed on to the customer）.
- Website refunds: Approximately 1.95% of the total order value will be charged as a processing fee（GST charges will be passed on to the customer）.
Shipping fees will not be deducted.
Shipped Orders:
Once the order is delivered and installed, you will have the opportunity to inspect and experience the product. Based on your feedback, the following resolutions are offered:
- If the product has quality or damage issues: You may request an exchange or return without incurring shipping fees.
- If you change your mind immediately after installation: A $200 AUD fee will be charged to cover delivery and installation costs.
- If you request a return within 14 days after installation: A $400 AUD fee will be charged to cover delivery and installation costs.
Self-Return or Warehouse Drop-Off Requirements
Returned items must be securely packaged to avoid damage during transit. We recommend using insured shipping to protect against potential damage. If the returned item is damaged upon receipt, we will not process a refund.
Return Process
- Contact our customer service team via phone, email, or website, providing the following details:
- Order number
- Product name
- Photos of the product
- Reason for return
Returns will not be accepted without prior approval.
- Once the returned item is received and inspected, your refund will be processed within 7 business days. Refunds will be issued to your original payment method, minus applicable fees and charges.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made products
- Clearance or promotional items
- Products restricted for hygiene reasons (e.g., mattresses)