Refund policy

6.1 Consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, our goods must be of acceptable quality, match their description, and be fit for any purpose we represent or that you make known to us. These guarantees apply automatically.

6.2 If something goes wrong. If an item fails to meet a consumer guarantee, you are entitled to a remedy:

(a) for a major failure, you may choose a refund or a replacement, and you may be entitled to compensation for any other reasonably foreseeable loss or damage; or

(b) for a failure that is not major, we will repair the item or, at our option, replace it or refund you, within a reasonable time. If we cannot or do not do so within a reasonable time, you may have the failure remedied elsewhere and recover the reasonable cost from us, or reject the item and choose a refund or replacement.

6.3 What is not a fault or defect. To avoid doubt, the following are not failures of a consumer guarantee and are not covered by our returns, refunds and repairs policy:

(a) the natural characteristics and variations of solid timber described in clause 1 (grain, colour, knots, minor movement, fine surface checking, and similar);

(b) normal wear and tear;

(c) damage caused after delivery by misuse, accident, dropping, dragging, overloading, sitting or standing on the product, leaning on or hanging off the product, or use other than normal domestic household use;

(d) damage caused by failure to follow the care instructions supplied with your item (including exposure to excessive heat, water, moisture, direct sunlight, or harsh cleaning products, and failure to use protection under hot, wet or sharp objects);

(e) damage caused by failing to anchor the item where anchoring is recommended (clause 8), or by improper installation, alteration or repair by anyone other than us;

(f) damage or deterioration arising from use in environments or for purposes the furniture is not designed for — our furniture is made for indoor domestic household use, not outdoor, commercial or rental use; or

(g) issues arising from modification, repair or refinishing of the item by a third party.

Nothing in this clause limits your rights under the ACL. If your item has a genuine manufacturing fault (see clause 1.3), your remedies in clause 6.2 apply in full.

6.4 Change of mind. As a goodwill gesture, we accept change-of-mind returns of standard-made stock items within 7 days of delivery, provided the item is unused, undamaged and in its original condition and packaging. You arrange and pay for return delivery, and the item must reach us safely (we recommend insured transport). The return delivery address will be provided when your return is authorised. Once we receive and inspect the item we will refund the purchase price, less the original delivery cost. This is in addition to — not instead of — your ACL rights.

6.5 How to make a claim. Contact us with your order number, a description of the issue and photographs. We may ask you to provide the item or allow us to inspect it so we can assess the problem.

6.6 Proof of purchase. Please keep your receipt or order confirmation as proof of purchase.

6.7 Return of large items. Where an item is faulty and needs to be returned or inspected, we will arrange and cover the reasonable cost of return or collection. You do not need to pay to return a faulty item.